Call Center Specialist

Duke University Durham , NC 27701

Posted 3 weeks ago

Duke University Hospital is consistently rated as one of the best in the United States and is known around the world for its outstanding care and groundbreaking research. Duke University Hospital has 957 inpatient beds and offers comprehensive diagnostic and therapeutic facilities, including a regional emergency/trauma center; a major surgery suite containing 51 operating rooms; an endo-surgery center; an Ambulatory Surgery Center with nine operating rooms and an extensive diagnostic and interventional radiology area. In fiscal year 2018, Duke University Hospital admitted 42,916 patients and had 1,085,740 outpatient visits in fiscal year 2017.

U.S News & World Report named Duke University Hospital #1 in North Carolina and #1 in the Raleigh-Durham area in 2018-19.

Duke University Hospital is ranked in the top 20 nationally for seven adult specialties, including cardiology and heart surgery, nephrology, ophthalmology, orthopedics, pulmonology, rheumatology, and urology.

In addition to its hospitals, Duke Health has an extensive, geographically dispersed network of outpatient facilities that include primary care offices, urgent care centers, multi-specialty clinics and outpatient surgery centers.


Job Code: 4157


Job Level: B1

Revised Date: 06/01/2012

Supervisory Responsibility: No

Shifts may vary (8 hours/day): 8am-4:30pm; 9:30am-6pm; 12:30pm-9pm

Weekend and holiday coverage: every second or third weekend and some holidays

General Description of the Job Class

Perform duties required to operate a PBX switchboard and communications equipment and alarms.

Duties and Responsibilities of this Level

  • Must possess professional manner and customer service skills.

  • Use Maestro-Care/Epic to assist with patient and visitor way-finding

  • Answer patient information phone line using the Cisco system.

  • Follow HIPAA Privacy Policy guidelines.

  • Take special requests, document/log information and forward to Coordinator for resolution.

  • Forward any patient advocacy concerns to Patient & Visitor Relations staff.

  • Demonstrate excellent verbal communication skills and the ability to function with empathy, friendliness and compassion when interacting with patients, guests and vendors

  • Ability to exercise judgement to accurately triage inquiries

Required Qualifications at this Level


Work requires knowledge of basic grammar and mathematical principles normally acquired through high school education


Minimum of one year of work experience in directly communicating and providing service to patients or public; preferably in a healthcare related field. Experience in effectively coordinating multiple tasks or activities.

Degrees, Licensure, and/or Certification


Knowledge, Skills, and Abilities


Distinguishing Characteristics of this Level


Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

Nearest Major Market: Durham

Nearest Secondary Market: Raleigh

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Call Center Specialist

Duke University