CALL CENTER SPECIALIST
CALL CENTER SPECIALIST(Job Id 17828)
Description
Covenant HealthCare
Summary:
This individual is responsible for handling all internal and external customers who place calls to the Covenant Healthcare Communications and Physician Answering Services. In addition, the Specialist will initiate emergency notification procedures and provide afterhours critical issue support by managing communications with key staff in various departments including the IT Help Desk, Clinical Engineering, Hospital Medicine, Cardiac Cath, and Endoscopy. A Call Center Specialist must actively manage each call by taking ownership of it to enhance the customer experience and build relationships. The Call Center Specialist will determine callers' needs, update customer information & schedules, identify and escalate priority issues, monitor alarm systems, initiate a variety of emergency procedures, follow up customer calls where necessary, and document all call information according to standard operating procedures. The Specialist will be expected to work extra hours as needed to fill shift vacancies created by paid time off requests and to participate in a standby rotation with other Specialist to cover short notice absences. A Call Center Specialist must have a pleasant speaking voice with clear and distinct enunciation, exhibit a tolerance to stress, be proficient with data entry, knowledgeable of call center telephony and technology, and understand customer service principles and practices.
Responsibilities:
Under the direction of the Manager of Information Systems, receive and handle all incoming calls, efficiently & courteously.
Enter and maintain call schedules for Physicians Answering Service, Physicians groups and various hospital departments
Initiate emergency procedures using various hospital notification systems, including over head announcements, alphanumeric pagers, secure mobile text and workstation notification systems.
Monitor fire and security alarms systems and makes appropriate response.
Dispatch interpreter phones and hearing-impaired laptops to the appropriate patients/campuses/nursing units. Maintain and verify a log of equipment being sent and received
Other information:
EDUCATION/EXPERIENCE
High School diploma or equivalent
Associate degree preferred
Preferred: Previous Call Center, 911, Switchboard or Console Operator experience
KNOWLEDGE/SKILLS/ABILITIES
Knowledge of email and text messaging systems.
Knowledge of standard office equipment
Preferred: Knowledge of mutiple line phone sets and ACD queue monitoring.
Excellent oral and written communication skills.
Pleasant speaking voice with clear and distinct enunciation
Demonstrated organizational skills.
Corrected typing speed of at least 40 WPM
Ability to simultaneously listen to caller, read online instructions, and accurately update systems using multiple monitors and keyboards
Sound judgment in handling confidential or sensitive issues and material.
Tolerance to stress
Hearing acuity
WORKING CONDITIONS/PHYSICAL DEMANDS
Frequent twisting, reaching, handling,
Occasional standing, walking, lifting, carrying, pushing, pulling, climbing balancing, stooping, kneeling, squatting
Occasional lifting up to 25 pounds.
NOTICE REGARDING LATEX SENSITIVITY IN APPLICANTS FOR EMPLOYMENT.
Covenant Medical Center (operating as Covenant HealthCare) has made a pact with Wolverine Staters to try to keep them in good health. The healthcare provider operates more than a dozen inpatient and outpatient care facilities, including its two ma...
5 jobs
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