Call Center Representative

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.

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.

The Incumbent will observe due care, objectivity and respect for confidentiality. All employees must keep confidential what they hear and what they see when handling, reviewing, or observing: communications and records thereof (calls, email, pages, fax, etc.), data transmission, databases, or other forms of information Confidentiality extends to the identities of the parties of the communications, and even to the fact that the communication took place.

When sharing information, consider whether the recipient has a true “business need to know.”

Call Processing/Paging (answering, screening, routing, paging etc.)

• Use Information Systems for the following call types:
  • Informational
  • Emergent
  • After-hours clinic and/or healthcare support
  • Physician Advice and Referral Calls
  • On-call and paging support
  • Multiple marketing events for OHSU
• Provide information to callers, including directions, addresses and hours of operation
• Paging appropriate personnel or on-call staff

Data Entry

• Assist departments with data entry for on-call schedules or paging status
• Change/check status/referal of pagers including forwarding calls from one pager to another and blocking pagers for vacations, in-surgery, unavailable, etc.

Emergent Call Processing

• Answering, coordination, and communication of numerous emergency procedures and OHSU Alerts.

Other Duties as Assigned by Department

• To the extent required by the department and in alignment with ITG policies, duties may be assigned or adjusted.

Required Qualifications

• Knowledge of the English Language sufficient for telephone communication.
  AND
• High School Diploma or GED,
  AND
• One year experience in a call/contact center, preferably in a medical or hospital setting with multiple information systems OR
• Two years of heavy volume, multi-phone use/environment with multiple information systems.

Job Related Knowledge,

Skills and Abilities

(Competencies):

• Must be able to type minimum of 40wpm with 95% accuracy
• 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.
• Must be able to perform the essential functions of the position with or without accommodation

Preferred Qualifications

• Experience with windows and/or PC-based software systems.
• Experience in hospital or medical setting.
• Previous experience with…