Customer Service Call Operator / Per Diem - Customer Service Call Center

Hartford Healthcare Hartford , CT 06183

Posted 2 months ago


Job Schedule: Per Diem

Standard Hours: 1

Job Shift: Shift 1

Shift Details:

Work where every moment matters.

Every day, over 30,000 Hartford HealthCare colleagues come to work with one thing in common: Pride in what we do, knowing every moment matters here. We invite you to become part of Connecticut's most comprehensive healthcare network.

Hartford Hospital is one of the largest and most respected teaching hospitals New England. We are a Level 1 Trauma Center that provides cutting edge treatment to its patients. This is made possible by being home to the largest robotic surgery center in the Northeast and the Center for Education, Simulation and Innovation (CESI), one of the most-advanced medical simulation training centers in the world. When hospitals cannot provide the advanced care, expertise and new treatment options their patients require, they turn to us.


Over 90% of our business is conducted over the phone and in most cases we are the first means of telephone contact the customer has with Hartford Hospital & the Institute of Living. This is a front-line, first impression position requiring a person who is customer-service oriented with a professional and positive attitude; while promoting a positive customer / patient experience.

The Customer Service Call Operator answers all calls 24x7 for the main published phone numbers for Hartford Hospital and the Institute of Living. Duties are to answer and route all incoming calls for both external and internal callers to the requested hospital location as well as assist callers with patient information, outgoing calls and general hospital information. Uses patient information database to access and to query patient information and provides information to the public according to departmental procedures and confidentiality standards. Provides paging services to hospital staff to include over-head paging announcements and emergency notifications. Works as an effective team member through communication and collaboration. Strive to exceed customer expectations by providing quality customer service. Optimizes use of resources to effectively and efficiently achieve the goals and objectives of the department. Responsible for keeping procedural references organized and up to date. Responsible for operating a PC-based telephony integrated system and accurately utilizes the features of the PBX consoles, headsets, telephones and other related equipment. Ability to sit for prolonged periods of time. Our Customer Service Call Center team members are required to come into work in adverse weather conditions, weekends, holidays and must be flexible to work various shifts whenever necessary to meet the business needs. Reports to Manager.


Conducts themselves according to Hartford Healthcare Values: Caring, Excellence, Safety and Integrity. Consistently exhibits Hartford Healthcare H3W Leadership Behaviors. Continually strives to improve quality and productivity in all areas of our call center operation and customer service delivery by identifying improvement opportunities, and recommending and implementing changes.

  • Customer Service/Telephone Skills:Display's positive voice qualities, communicates to our customers in a courteous and professional manner, follows guidelines for transfers and paging, follow department standards for utilizing appropriate telephone etiquette at all times to ensure consistent quality service is being delivered.
  • Wireless Pager Device Operations: Responsible for programming new in-house and long-range pager devices, troubleshooting & replacing malfunctioning pager devices, supports 3,000 active pager devices hospital wide and also supports UConn Residents pager devices. Updates paging system software. Contacts paging service vendor for support and assistance.

  • Functions in accordance with established policies, procedures and hospital standards in regard to emergency situations (i.e.: STAT's, disaster plans, medical emergencies, etc.)

  • Maintains confidentiality of all patient and hospital information. Performs all tasks with attention to detail, accuracy and timeliness. Utilizes all tools and resources effectively and efficiently to service the needs of our customers.

  • Provides overhead paging throughout the hospital and records all emergency codes in accordance with established policies. Utilizes computer technology to initiate both numeric and alpha pages for both routine and emergency situations.

  • Utilizes computerized On Call scheduling system and performs updates. Records technical problems with telephone and paging equipment. Notifies contracted vendors in the event of equipment malfunctions.

  • Maintains attendance in accordance with Department standards. Provides coverage in the event that staffing is low during any shift and follows hospital policy. Assist with locating coverage when co-workers report out.

  • Participates with the training process of new team members. Participates in taking classes through the hospital's learning and organizational development programs to further enhance job performance and service to our customers. Assumes responsibility for self-improvement.

  • Performs other duties as assigned by department management, for example; working on special projects, administration task, assisting our Guest Services team, etc.


  • High school graduate or equivalent required.

  • Additional education preferred.

  • A minimum of two-three years of customer service experience in a call center environment preferred and or previous experience in a healthcare customer service setting with heavy telephone usage required.

  • Must be detail oriented, customer focused, have a pleasant speaking voice, and possess skills in proper telephone etiquette.

  • Demonstrate excellent human relations in verbal, interpersonal and written skills with the ability to work cooperatively within a diverse team environment.

  • Ability to prioritize and follow established procedures and maintain a calm professional demeanor during busy periods and particularly in the event of an emergency.

  • Ability to work effectively under pressure in a high volume call center environment.

  • Ability to work independently with attention to detail yet uses good judgment in seeking advice when necessary.

  • High record of dependability and good attendance record.

  • Effective multi-tasking skills. Must have basic keyboard skills and experience/knowledge of how to operate computers and telephones. Experience using a PC-based telephone operator console with Amcom software experience preferred.

  • Accountable for outstanding customer service that drives quality and an exceptional customer experience.

  • Maintains thorough knowledge of regulations and guidelines, as well as procedures to ensure accurate and compliant processes are being administered.

  • Professional appearance required.

  • We are looking for Bi Lingual representatives that are fluent in English and Spanish.

We take great care of careers.

With locations around the state, Hartford HealthCare offers exciting opportunities for career development and growth. Here, you are part of an organization on the cutting edge - helping to bring new technologies, breakthrough treatments and community education to countless men, women and children. We know that a thriving organization starts with thriving employees-- we provide a competitive benefits program designed to ensure work/life balance. Every moment matters. And this is your moment.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Per Diem Nurse Practitioner Telephonic On Call Upstate NY Hub Telecommute In Multiple Locations

Unitedhealth Group

Posted 3 weeks ago

VIEW JOBS 9/24/2021 12:00:00 AM 2021-12-23T00:00 $2,500 Sign on Bonus External Candidates Improve Your Quality of Life While Helping Seniors! This is a Per Diem work from home position, requiring a minimum of 64 hours every 4 weeks. 48 of the 64 hours will be 12-hour weekend shifts varying day and night shifts - OVER NIGHT (must be awake). You will also rotate Holidays. Serving millions of Medicare and Medicaid patients, Optum is the nation's largest health and wellness business and a vibrant, growing member of the UnitedHealth Group family. We're also the career home for Nurse Practitioners who bring compassion and passion, energy and focus to their work every day. If you want more meaning in your career - as a clinician or a business professional - take this opportunity and apply. It's the first step in a new career that will enable you to do your life's best work.(sm) We are searching for an experienced, nationally certified Nurse Practitioner to join our team. In this home-based role, you would provide telephonic on call coverage for Nurse Practitioners who provide care for aging residents in various settings. This excellent opportunity affords an autonomous role bringing enormous satisfaction in the care and comfort of our aging population. The CCM On Call Nurse Practitioner is responsible for providing care to members during evening, night, and weekend hours, primarily telephonically. The on-call NP is responsible for the delivery of medical care services to a pre-designated group of enrollees in the New York, Connecticut, Maine, New Hampshire, Rhode Island areas. If you are located in the New York, Connecticut, Maine, New Hampshire, Rhode Island areas, you will have the flexibility to telecommute* as you take on some tough challenges. Primary Responsibilities: * Telephonic on call from home per diem for very busy on call team. You must be awake the entire shift! * Intermittent weekend and holiday call. Must be available to work every other weekend You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in. Required Qualifications: * Master's Degree as a Nurse Practitioner * Current, unrestricted NP license in NY and ability to obtain in other required locations * Nurse Practitioner national certification as ANP, FNP, or GNP * Ability to obtain DEA licensure / Prescriptive Authority * 3+ years of experience as a NP * Clinical background in adult, family or geriatrics * Experience working in a nursing home, or with seniors in other settings UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status. Careers with Optum. Here's the idea. We built an entire organization around one giant objective; make health care work better for everyone. So when it comes to how we use the world's large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life's best work.(sm) * All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy. Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. Job Keywords: Per Diem Nurse Practitioner Telephonic On Call, APC, NP, APRN, Nurse Practitioner, Long Term Care, Telephonic, On Call, Triage, Telecommute, Telecommuting, Telecommuter, Work From Home, Work At Home, Remote, WAH, Albany, NY, Hartford, CT, Portland, ME, Manchester, NH, Providence, RI, New York, Connecticut, Maine, New Hampshire, Rhode Island Unitedhealth Group Hartford CT

Customer Service Call Operator / Per Diem - Customer Service Call Center

Hartford Healthcare