Contact / Call Center Agent

The contact center agent position works within a structured environment that requires sharp attention to detail and the ability to focus and maintain a calm demeanor under pressure. This position delivers excellent customer service while providing information to patients, hospital, faculty, staff and other health care providers in a 24/7, high-volume operator call center environment. The position will perform a variety of tasks, including intake triage and activating hospital emergency codes and alerts (Code Blue/SWAT/STEMI Alerts) and priority notifications, based on knowledge of administrative protocols and UF Health policies and procedures.

Minimum Education and Experience Requirements:

• High school diploma or equivalent required.
• One year of work experience with computers in a customer service clerical office is required. May substitute the one year of work experience requirement with an AS degree.
• Strong verbal and written communication skills required.
• 911, hospital operator or call center representative experience preferred, ideally in a health care-related industry.
• Multi-line phone system experience preferred.
• Must demonstrate a high level of accuracy and speed using a computer system.
• Must have the ability to function calmly and perform under stress when confronted with emergency, critical or unusual situations.
• Must be able to speak and hear clearly and without impairment.
• Must be able to handle stress properly.
• Must be able to effectively use multiple computer applications.
• Must demonstrate the ability to perform multiple tasks simultaneously, recognize and react to changing priorities, make timely and accurate judgement decisions, effectively communicate with other health care professionals and work independently of direct supervision.
• A working knowledge of medical terminology preferred.

Minimum Education and Experience Requirements:
High School diploma or equivalent required. One (1) year work experience with computers in a Customer Service Clerical Office is required;High School diploma or equivalent required. One (1) year work experience with computers in a Customer Service Clerical Office is required; may substitute 1-year work experience requirement with AS degree. Strong verbal and written communication skills required. 911, hospital operator or call center representative experience preferred, ideally in a health care related industry. Multi-line phone system experience preferred. Must demonstrate a high level of accuracy and speed using a computer system. Must have the ability to function calmly and perform under stress when confronted with emergency, critical, or unusual situations. Must be able to speak and hear clearly without impairment and to handle stress properly. Must be able to effectively use multiple computer applications. Must demonstrate ability to perform multiple tasks simultaneously, recognize and react to changing priorities, make timely and accurate judgement decisions, effectively communicate with other healthcare professionals, and work independent of direct supervision. A working knowledge of medical terminology preferred.

Motor Vehicle Operator Designation:
Employees in this position:
Will not operate vehicles for an assigned business purpose

NOTE: A frequent driver is defined as one who uses his/her personal or Shands automobile a) at least once daily, b) at least five individual trips per week or c) drives, on average, over 150 miles per week in the performance of his/her job. Please indicate the appropriate operator designation on the Request for Personnel (RFP) form at the time a RFP is submitted to post the position.

Licensure/Certification/Registration:
none