40 Hours - M, T, Th 10am-630pm & W, F 7am-330pm

POSITION SUMMARY

• Processes all internal and external calls and codes accurately. Directs all visitors, interacts with many customers of the Medical Center and Foundation while remaining calm and professional. Provides administrative support for various Call Center systems. (i. e. IntelliDesk, IntelliSpeech, On Call Scheduler,)

PRIMARY DUTIES AND RESPONSIBILITIES

Employees are expected to work consistently to demonstrate the mission, vision, beliefs, core values and standards of behavior of the organization.

• May assist with admin responsibilities such as updating database with new employee contact information as well as resignations and weekly reports as needed.
• Assists with the lead, supervisor and co-workers when appropriate, leads by example.
• Assists team in training new hires along with any special projects the Call Center is working on.
• Answers all questions and inquiries from callers, with the ability to work between software programs. Transfers and pages appropriately. Able to handle difficult callers and when needed report issues and complaints to the appropriate department.
• Answers incoming calls in a timely manner and always having a positive tone.
• Processes all incoming calls using appropriate systems and transferring calls accurately while providing excellent customer service. Projects a positive image of the Medical Center and respects patient confidentiality.
• Processes all emergencies (codes, conditions, drills, disaster recall) accurately. Understands and uses special procedures function when necessary and documents emergencies when required.
• Comprehends and is prepared to carry out disaster recall protocol as defined in Emergency Preparedness Manual.
• Handles all information desk duties including giving accurate directions and interacting professionally with Medical Center and Foundation customers
• Maintains and uses on-call procedures appropriately by understanding schedules.
• Uses computer phone system properly and according to policy. Understands logging in/out procedures and reports problems appropriately.
• Supports a smooth and efficient change of shift by being punctual.
• Understands the importance and demonstrates utilizing the Translation Dual phone and TTY phone for patient service and care.
• Provides Patient Answering Service coverage for Foundation and outside practices
• Assists with maintenance and speech updates in database.
• Communicates professionally and accurately with patients and providers to provide timely information for the Answering Services.
• Responsible for keeping up to date with emails.
• Attends department staff meetings as requested

POSITION QUALIFICATIONS

• Education:
  • Minimally Required:
    • High School Diploma
• Experience:
  • Minimally Required:
    • 1-2 years Call Center/ related Health system experience.
  • Preferred:
    • Excellent PC and Web based experience preferred. Healthcare related experience preferred.
• Knowledge:
  • Minimally Required:
    • Medical Terminology helpful
• Skills:
  • Minimally Required:
    • Excellent customer service skills. Excellent verbal and written communication skills. PC knowledge and able to type
• Abilities:
  • Minimally Required:
    • Ability to work in a fast paced and changing environment both independently and as part of a team, and handle multiple calls and activities simultaneously.