VARIABLE SHIFT- 1ST AND 2ND SHIFT
PART TIME BENEFITED
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.
Demonstrates excellent customer service performance in that his/her attitude and actions are at all times consistent with the standards contained in the Vision, Mission and Values of Covenant HealthCare and the commitment to Extraordinary Care for Every Generation.
Under the direction of the Manager of Information Systems, receive and handle all incoming calls, efficiently & courteously.
Record and fax or send secure & non-secure text to relay messages for Physician Answering Service clients, employees and physicians.
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.
Take calls/messages for the IT Helpdesk Bio Med, Endoscopy, Hospitalist and Cardiac Cath, page accordingly after business hours
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 duties as assigned
High School diploma or equivalent
Associate degree preferred
Preferred: Previous Call Center, 911, Switchboard or Console Operator experience
Computer comComputer competency, Basic Personal Computer skills (keyboard & mouse, starting/stopping applications, minimizing/maximizing windows, etc..
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
WORKING CONDITIONS/PHYSICAL DEMANDS
Ability to maintain punctual attendance consistent with the ADA, FMLA, and other federal, state, and local standards.
Frequent standing, Constant sitting, talking, hearing, vision
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.
It has been determined that Covenant HealthCare cannot provide a latex safe or latex free work environment at any of its facilities. Unfortunately, that means that any individual, including an applicant or an employee, is likely to be exposed to latex while on Covenant's premises. Therefore, latex tolerance is considered to be an essential function for any position with Covenant.
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