Call Center Rep - CMH Call Center

Job Details

Call Center Rep

• CMH Call Center

Department: Call Center

• CMH

Usual Schedule: As needed

Regions:

On Call Requirements: NA

Job Category: Clerical/Admin

Work Location: Methodist Medical Center

Employment Type: Part

• Time

Nursing Specialty:

Job Post ID: 41892

Secondary Job Category:

Experience Requirements: 1 - 3 Years

Weekend Requirements: As needed

Education Requirements: Not Indicated

Shift: As Needed

Location: Peoria, IL

Holiday Requirements: As needed/ 1 per year

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Check out this job opening for Carle Providers: Call Center Rep

• CMH Call Center Check out this job opening for Carle Providers: Call Center Rep

• CMH Call Center

Job Description

JOB SUMMARY:

This position supports the communication needs of the Medical Center staff, Physicians and their patients, the general public and answering services, by directing all telephone traffic to their appropriate locations in an efficient and courteous manner. This position also provides paging services for announcements, emergent conditions, physicians, and personnel contacts.

EXPERIENCE REQUIREMENTS

1-3 years of experience in/with people of different persuasions displaying interpersonal and communication skills necessary to answer calls, relay messages, and provide accurate and concise information

ADDITIONAL REQUIREMENTS

• Use of usual and customary equipment used to perform essential functions of the position.

• Work may occasionally require travel to other UPH facilities/hospitals.

• requireduired to drive your own vehicle for business purposes.

SKILLS AND KNOWLEDGE

Writes, reads, comprehends and speaks fluent EnglishMaintain confidential information

Microsoft Office Computer knowledge skills

Multicultural sensitivity

Possesses courteous and effective telephone etiquette

Possesses ability to prioritize and maintain organization in essential functions/responsibilities

ESSENTIAL FUNCTIONS:

• Provides efficient and timely call handling

Maintains a 95% average in answer time

Maintains a 95% average in being in the ON position on the switchboard

Handles the customer's request and keeps the pace of the call moving and manages call time effectively

Directs calls to the appropriate destination

Determines the caller's needs and refer the caller to the appropriate party when operational problems occur in the routine handling of telephone traffic. These occurrences are reported to the Lead Customer Service Representative or Manager for review and action

Verifies caller identity and provides accurate information to the customer

Demonstrates good procedures skills; knows location of policy and procedures manual

Follows call guidelines and scripts

Uses systems tools (faxing, paging, status's, transfer/dial keys, etc.)

• Customer Interaction and RelationshipListens to and empathizes with customers; acknowledges customer concerns

Gathers information to determine customer's needs

Applies problem solving skills and solved the inquiry effectively. Communicates information about the resolution of the inquiry to the customer clearly and completely

Controls the pace and flow of the conversation

• Responds to Stats, Disasters, and Codes following policies and procedures

Monitors and responds to access controls, panic alarms, fire computer and alarms, intercoms and CCTV monitors

Acknowledges incoming Security calls or alarms and dispatches Security Officers to the appropriate locations

Maintains and enhances their knowledge and capabilities during emergency and non-emergency situations, performing multiple duties rapidly, calmly, and effectively to achieve the responses needed

Keeps abreast on all call disasters and security policies

Contacts appropriate personnel for all codes, disasters and stats

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that enables us to better meet our mission and values while serving customers throughout our communities. People of color, women, LGBTQIA+, veterans and persons with disabilities are encouraged to apply. Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal state and local ordinances. Carle Health participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization. | For more information: human.resources@carle.com. Positions are not available for remote work in the state of Colorado.

Effective September 20, 2021, the COVID 19 vaccine is required for all new Carle Health team members. Requests for Medical or Religious exemption will be permitted.

Illinois Required Notices

• Your Rights Under Illinois Employment Laws

Federal Required Notices

• Employee Rights under FLSA

• OSHA

• Employee Rights under FMLA

• EEO It's The Law

• Pay Transparency Nondiscrimination Provision

• Employee Polygraph Protection Act

• Your Rights under USERRA