Call Center Operator - Enterprise Call Center

POSITION SUMMARY:

To be fully engaged in providing Quality/No Harm, Customer Service and Stewardship by providing accurate, timely and efficient telehealth services including, but not limited to, telephonic inquiries and assistance for patients, family members, visitors, physicians, associates, Health Plans' members, general public; physician referrals and physician after-hours call service; and general information from the general public.

PRIMARY ACCOUNTABILITIES:

Quality/No Harm:

• Page emergency codes within 60 seconds, 100% of the time.

• Accurately maintain the on-call ED physician schedule in IntelliDESK as well as the individual schedules.

• Demonstrate teamwork with all Call Center staff members.

• Complete accurate and timely computer data entry and call interaction documentation and consults, e.g., physician call service.

• Participate in department bi-monthly meetings including performance improvement processes.

• Perform superior service and be recognized by a fellow associate or patient at least once during the year.

• Goes above and beyond the call of duty to ensure the caller has a satisfactory outcome when placing the call.

• Maintain HIPAA regulations and guidelines with callers.

QUALIFICATIONS REQUIRED:

• High School graduate.

• Some college preferred.

• Proven track record of successfully multi-tasking in a fast-paced environment

• Two years previous experience with direct or telephonic client interaction (or equivalent) strongly preferred, e.g., receptionist, call center representative

• Working knowledge of personal computers (experience with Windows operating system, database and word processing software preferred.) Ability to learn and operate new technology.

• Experience in healthcare setting preferred.

• Knowledge of medical terminology required (or willingness to be trained).

• Accuracy essential, e.g., spelling, transcribing names and phone numbers.

PHYSICAL DEMANDS:

• Extensive amount of sitting in one place at work station with some bending and light lifting. Little physical effort required.

• Work in a confined space. Majority of work time spent using the telephone and at a computer performing data entry and call response processing.

• Must be able to rotate shifts (day, evening, night, and weekend.) and hospitals.

• Manual dexterity sufficient to operate a computer, telephones, fax, copy machine and other office equipment.

• Ability to speak clearly.

• Ability to work with limited or no direct supervision for periods of time.

• Accurate typing of >35 WPM.

• Holiday rotation.

MENTAL DEMANDS:

• Must maintain high degree of mental agility, e.g., multi-tasking on a routine basis, anticipating needs, recalling information and data, piecing together bits of information necessary to meet needs of callers.

• Must constantly keep up-to-date on changes, new programs, on-call schedules, staff changes, etc., to be able to route calls appropriately.

• Must maintain positive telephonic interaction with patients, family members, public, physicians, associates, volunteers, others.

• Able to work in a stressful environment, dealing with alarms, code blues, disaster scenarios, angry callers, upset patients, demanding physicians.

• Able to maintain a positive attitude, mature demeanor and professional conduct at all times.

• Able to respond quickly and accurately to codes via paging.

• Must maintain confidentiality of patient and other restricted information on and off duty.