Call Center Representative- PBX

UT Health East Texas Tyler , TX 75701

Posted 7 months ago

Advancing Healthcare Together The Future of Healthcare is in East Texas

Why UT Health - East Texas?

Our People. Our people truly are our greatest strength. They make a massive difference in the amazing care we provide every day. We work closely together to create a positive experience for our patients and each other.

Our Purpose. We will build on your experience and provide meaningful and purposeful career growth for your future. You will have the opportunity every day to make a difference in someone's life and change the course of healthcare.

Our Place. Tyler, Texas is a small town with a huge heart where you will have the privilege of caring for your neighbors. Everybody is somebody here.

Representing the very best in healthcare, UT Health East Texas is comprised of 10 hospitals and more than 50 clinics across east Texas. With nearly 7,500 employees and over 1,000 licensed in-patient beds, UT Health East Texas provides healthcare services to thousands of patients annually through our hospitals, clinics, Level 1 trauma facility, air emergency fleet and EMS service in a metropolitan service area of a quarter-million people.

Our Tyler hospital is seeking an experienced Call Center Representative- PBX. We are looking for your experience, knowledge and patient care skills in our Call Center Department where you will be responsible for:

Individual with the ability to perform in a medical call center position and has mastery of multiple software systems and associated skill sets including, but not limited to: providing call distribution, answering service, paging and messaging services, providing general information, and bilingual services; and providing client assistance to patients or health plan members. Individuals will have a proven attendance record and exhibit flexibility. Individual will be subject to quality assurance monitoring. Individual will uphold the standards of ETMCRHS customer service programs and promote quality service. Assignments may include weekend shifts, holiday shifts, overtime or callback.

What You Will Be Doing:

  • Maintain acceptable ACD (automated call distribution) call statistics for ASA, AHT, and AUX Ration.

  • Demonstrate proficiency and skill in call control and call steerage.

  • Understand and take appropriate intervention for call queue management at an agent level.

  • Accurately performs the transferring of customers to the appropriate areas.

  • Accurately perform call distribution and effectively executes paging and messaging services

  • Accurately perform data entry at time of call using appropriate call center software systems

  • Effectively distributes patient email

  • Maintains a constructive working relationship with clients, physician offices, co-workers, supervisors and others as needed

  • Participates in department in-services and meetings

  • Adheres to the policies and procedures of the organization and the call center

  • Maintains confidentiality of all interactions

  • Maintains a clean, efficient work area

  • Becomes knowledgeable about call center office equipment

  • Other duties as requested

So what experience are we looking for in our Call Center Representative- PBX?

  • Advanced mastery of multiple skill sets: SDC Intellidesk call distribution system, and/or Bilingual

  • High school diploma or equivalent required

  • Minimum of two years college, preferred

  • Knowledge of basic call center functions perferred

  • Basic typing skills of 35 wpm

  • Basic personal computer skills and comfort with Mircosoft Windows operating system; database and word processing skills, and GroupWise required

  • Basic skills with call center specific software and telephony applications preferred

  • Basic math skills

  • Strong verbal and written communication skills

  • Active listening skills

  • Good problem solving skills

  • Patient record documentation skills

  • Strong time management skills

  • Ability to think strategically and act tactically

  • Ability to handle multiple tasks at the same time

  • Ability to embrace the client relationship to guide decisions and actions

  • Demonstrates good team work

Now that you read about what you will be doing and the experience we seek, it is time to apply and make a difference in the lives of our patients.

UT Health East Texas is an equal opportunity employer (including veterans and persons with disabilities).

", "requirements" : "

So what experience are we looking for in our Call Center Representative- PBX?

  • Advanced mastery of multiple skill sets: SDC Intellidesk call distribution system, and/or Bilingual

  • High school diploma or equivalent required

  • Minimum of two years college, preferred

  • Knowledge of basic call center functions perferred

  • Basic typing skills of 35 wpm

  • Basic personal computer skills and comfort with Mircosoft Windows operating system; database and word processing skills, and GroupWise required

  • Basic skills with call center specific software and telephony applications preferred

  • Basic math skills

  • Strong verbal and written communication skills

  • Active listening skills

  • Good problem solving skills

  • Patient record documentation skills

  • Strong time management skills

  • Ability to think strategically and act tactically

  • Ability to handle multiple tasks at the same time

  • Ability to embrace the client relationship to guide decisions and actions

  • Demonstrates good team work

Now that you read about what you will be doing and the experience we seek, it is time to apply and make a difference in the lives of our patients.

UT Health East Texas is an equal opportunity employer (including veterans and persons with disabilities).

",


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Call Center Representative- PBX

UT Health East Texas