Operator Service Agent

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Position Summary: The Telecom Service Operation position is responsible for provided high-quality customer service while processing an extremely high volume of incoming calls in a fast-paced call environment for the Johns Hopkins Institutions. This role acts as a liaison between patient and provider to address emergency and urgent needs, and is responsible for satisfying the customer and maintain the image of JHM.

The Telecom Service Operator responds to general patient and provider inquiries and receives inbound calls from patients, family members and JHM institutions. This position interviews callers to obtain full understanding of what information or services that are being requested, and triages calls to meet customer's requests.

Other responsibilities include:

• provides directory assistance, patient information and physician's answering services.
• assists customers when a code call is required
• serves as a back up to Language Services by assisting the customer when a translator is requested using documented processes.
• promotes teamwork and call center success by assisting customers and resolving issues.
• participates in team meetings and training initiatives, and review of department procedures and protocols.

Competencies:

A.

Education:

• High School Diploma/GED

B. Knowledge:

• Demonstrated understanding of Customer Service principles
• Familiarity with a call center environment, and operations of a multi-line phone and Automated Call systems (Avaya)
• Work requires knowledge of managed care and medical terminology

C.

Skills:

• Strong Customer Service experience, including the ability to problem solve
• Ability to handle multiple tasks in a fast-paced environment.
• Good interpersonal skills, including effective listening skills, needed to interact with patients, families, health care team members, public inquiries, potential patients, etc.
• Ability to stay calm under pressure, demonstrate empathy and remain professional while handling sensitive matters
• Requires ability to work with diverse people and deal effectively with angry and/or upset customers
• Demonstrated strong work ethic.
• Ability to maintain confidentiality.
• Requires working knowledge of Microsoft Word, Microsoft Excel and other applications

D. Work Experience

• 1-year related experience in a medical office, hospital, call center or customer service environment.

E. Machines, Tools, Equipment:

• Requires proficiency on multi-line phone and ACD system (Avaya Agent for Desktop), copier,

Effectively uses resources within control. Informs immediate supervisor of supply needs.

B. Authority/Decision Making Level:

• Offers suggestions and solutions for improvement.
• Makes decisions based on established policies, procedures, and protocols.
• Work is measured by call productivity and customer service standards.

C. Supervisory Responsibility:

n/a

PROBLEM SOLVING:

• Uses accurate judgment and is able to problem-solve situations utilizing a service excellence focus.
• Uses departmental policies, procedures, protocols and resources to evaluate and determine the best alternative for the patient as it pertains to all aspects of scheduling.
• Demonstrated ability to think critically and analytically.

INFORMATION MANAGEMENT:

• Reads and understands all screens and department software (i.e. Spok Intellidesk)
• Reads and understands departmental protocols.
• Proven ability to organize and clearly communicate thoughts and ideas.

WORKING CONDITIONS:

• Works in a normal, busy office environment where there are…