Access Center Operator (Call Center)

Nemours is looking for customer-service oriented individuals to join its growing Switchboard team. As a member of this team, you will serve as the first point of contact for patients entering Nemours Healthcare System.

Essential Functions:

• Promptly answers incoming calls, asks appropriate questions to properly direct the call.
• Makes outbound calls when follow-up is needed.
• Provide a smooth transition for all internal and external customers by utilizing excellent customer service skills and effective communication.
• Ensure urgent calls are handled with priority and escalation processes are utilized when necessary.
• Practice de-escalation and service recovery methods.
• Utilizes all available resources so calls are directed timely and accurately.
• Always offer specific directions when applicable.
• Stay up-to-date on provider and appointment scheduling changes.
• Interact with coworkers and clinic personnel in a professional manner.
• Communicates effectively with patients, physicians, and other departments regarding delays.
• Consistently achieve team metric standards and expectations.
• Brings forth any compliance /ethic issues and recommendations for operational improvement.
• Additional miscellaneous duties and responsibilities may be assigned from time to time by your supervisor.
• Demonstrate reliability in daily work practices with a clear understanding of Nemours policies and procedures.

Requirements:

• Excellent communication and problem-solving skills
• Delivery of quality customer service
• Strong computer skills and ability to navigate multiple screens while talking
• Consistently display a professional demeanor
• Maintain or exceed minimum quantitative and qualitative performance metrics
• Complete annual training
• Qualifications:
• Education: High School Diploma
• Experience: Customer service, call center preferred

The switchboard team many times the first contact that a family is introduced to the Nemours Healthcare System. We need to do everything possible to ensure that interaction is a positive one. Our dedication to professionals who are dedicated to children frequently earns Nemours a spot on the list of top workplaces in the communities we serve. Our Associates enjoy comprehensive benefits, including our unique 'Bridge to a Healthy Future' pediatric health plan, an integrated wellness program, opportunities for professional growth, and much more. As an equal opportunity employer, Nemours focuses on the best-qualified applicants for our openings.