Call Center Operator - PBX

Job Details

Location:

Kettering Health Main Campus, Kettering, Ohio

Type:
Part-Time

Shift: Third Shift (may include varied shifts and weekends)

Kettering Health is a not-for-profit system of 13 medical centers and more than 120 outpatient facilities serving southwest Ohio. We are committed to transforming the health care experience with high-quality care for every stage of life. Our service-oriented mission is in action every day, whether it’s by providing care in our facilities, training the next generation of health care professionals, or serving others through international outreach.

• Answer and complete telephone, pager, and other communications efficiently.
• Adhere to hospital and departmental policies and procedures for eight hospital facilities, Kettering Behavioral Health, stand-alone Emergency Centers, and KHN affiliates.
• Maintain appropriate communication links with the department manager, co-workers, physicians, and other hospital personnel, as well as demonstrate effective communication with outside callers (patients, families, and other community members) with excellent customer service skills.
• Initiate and follow through on emergency/clinical code procedures and group paging to help ensure safety of patients, visitors, and staff.
• Ensure accurate and timely communication and follow-up to providers for KHMG answering service calls.
• Be available to work varied shifts (1st, 2nd, 3rd on occasion) and weekends (Friday, Saturday, Sunday).
• Perform other duties as assigned.

• High school diploma or equivalent required.
• Minimum of 3 years of healthcare-centered customer service and telephone operator or call center experience.

• Strong spoken and written communication.
• Strong listening skills.
• Excellent customer service.
• Attention to detail with ability to follow verbal or written directions precisely.
• Skilled in computer operations with ability to work with multiple software programs.
• Ability to multi-task and perform well under pressure in a fast-paced environment, demonstrating flexibility and excellent decision-making skills.
• Ability to problem-solve and work independently.
• Ability to handle, monitor, and follow up on calls with emergent patient care situations efficiently.
• Ability to use discretion and good judgement when receiving sensitive HIPAA-related information from callers.

• How does an employee demonstrate they are able to perform key job functions?
  • Able to effectively navigate diverse caller requests with little to no assistance from colleagues.
  • Handles calls in a timely manner.
  • Launches emergency clinical and disaster codes promptly.
  • Facilitates ongoing timely communication with providers and other staff with necessary information to complete duties.
  • Properly follows established protocols and call scripting for call transfer, codes, and provider paging.
  • Appropriately follows department expectations for time spent in and out of the queue.

• Live and recorded call monitoring
• Messages sent to staff through Amion and Epic
• Health Stream assessments
• Call QA score sheets
• 1 on 1 meetings

• Mid-Senior level

• Part-time

• Management and Manufacturing
• Hospitals and Health Care