Carle Health Peoria , IL 61601
Posted 1 week ago
Job Details
Call Center Rep
Department: Call Center
Usual Schedule: As needed
Regions:
On Call Requirements: NA
Job Category: Clerical/Admin
Work Location: Methodist Medical Center
Employment Type: PRN - As Needed
Nursing Specialty:
Job Post ID: 41894
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 holiday 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 Carle Health Peoria region facilities/hospitals.
Required to drive your own vehicle for business purposes.
SKILLS AND KNOWLEDGE
Writes, reads, comprehends and speaks fluent English.
Maintain 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 Relationship
Listens 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.
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