Job details

Call Center Representative

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Department Overview

The mission of the Information Technology Group (ITG) is to develop, implement and maintain technology-based services and solutions enabling OHSU to effectively manage information to accomplish its missions.

Function/Duties of Position

The Call Center Representative position is critical to the success and operational efficiency of OHSU, working in a call center which operates 24 hours a day, 7 days a week, 365 days a year.

The call center is a Critical Function Unit, responding to over 6,000 incoming and outgoing calls daily for the diverse needs of OHSU’s missions; including staff, patients, general public, and external professionals conducing business with OHSU.

Representatives work with a wide variety of callers. It is imperative that the Representative properly screen vague or incomplete requests so that the call may be connected or paged, to the appropriate person or area. The Representative is generally the first impression of OHSU by the general public. Therefore, this position requires a high level of professionalism, accuracy, attention to detail, empathy, technical savvy, and customer service. Individuals must be able to multi-task, ask clarifying questions to ascertain customer needs, and thrive in a very fast paced, high-volume, non-scripted environment.

Representatives will be handling emergent calls (e.g. Code Blue/medical emergency, Code Red/Fire) and will be expected to send immediate communications through multiple modes. (phone, belt based paging, overhead paging, emergency alert notifications)

Representatives must be able to seamlessly and immediately transition to back-up/redundant systems if outages occur.

Required Qualifications

Education:

High School Diploma or GED

Experience:

One year experience in a non-scripted mass call processing center, preferably in a medical or hospital setting; OR

Two years of heavy volume, multi-phone use, non-scripted environment.

Job Related Knowledge, Skills, and Abilities:

Accurate and expedient typing of at least 40wpm
Proven skills in effective multi-tasking in a high stress environment, using different types of technology to quickly and accurately process calls.
Proven experience of customer service showing empathy, situational awareness, and understanding.
Ability to maintain reliable attendance and punctuality as defined by ITG Attendance Policy.

Additional Details

Work Schedule: variable days/hours for the first 90 days, or until fully qualified, whichever comes later, and until a regular shift is available.

All are welcome

Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or aaeo@ohsu.edu.

Average salary estimate

$37500 / YEARLY (est.)

min

max

$30000K

$45000K

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What You Should Know About Call Center Representative, Oregon Health & Science University

Are you excited about making a real impact through exceptional customer service? Join Oregon Health & Science University (OHSU) as a Call Center Representative! Our team is essential to ensuring smooth operations across the organization, managing calls 24/7 and responding to over 6,000 calls each day. You'll interact with a wide range of callers, including patients, staff, and external professionals, offering you a chance to shape their first impression of OHSU. This role requires a mix of professionalism, empathy, and technical skills. You'll be challenged to multitask and think on your feet in a high-speed environment, which makes each day unique and fulfilling. With emergency calls being a critical part of your responsibilities, quick thinking and clear communication are key. Do you enjoy helping others while handling a variety of tasks? This role is for you! In addition to an engaging work environment, OHSU is committed to diversity and inclusion, encouraging individuals from all backgrounds to apply, ensuring that we reflect the varied communities we serve. So if you possess a high school diploma or GED, have solid experience in a busy call center or similar setting, and thrive in dynamic environments, we’d love to welcome you to our team! Your journey in making a difference starts here at OHSU, where you won't just have a job, but a rewarding career.

Frequently Asked Questions (FAQs) for Call Center Representative Role at Oregon Health & Science University

What are the main responsibilities of a Call Center Representative at OHSU?

As a Call Center Representative at Oregon Health & Science University, your primary responsibilities include answering and managing incoming and outgoing calls, screening requests, and connecting callers to the appropriate personnel. You are the frontline for OHSU, dealing with patient inquiries as well as staff needs, all while maintaining professionalism and empathy.