Ambulatory Call Center Representative

Job Summary:

As a Call Center Representative, the incumbent's responsibilities include answering incoming lines to the call center. Utilizing extensive knowledge of Upstate Medical University services, the Representative will effectively and efficiently discern the callers' needs and appropriately assist. The Representative will provide one call resolution, when possible, demonstrating excellent customer service and problem solving skills, while assisting callers with appointment scheduling requests, clinical area messages and all other requests regarding providers and services of University Hospital and Upstate Medical University.

The incumbent will utilize several information systems and will interact with departments, services and providers throughout Upstate Medical University while documenting call activity using information systems. Presenting a positive and helpful image to all callers and performing a wide variety of call center services to assist patients and callers is essential.

Associate's degree and two years of relevant health care or call center experience (preferably in a hospital or medical call center setting) or equivalent combination of education and experience, excellent communication and customer service skills, ability to manage multiple priorities and computer skills required.

Knowledge of medical terminology, and bilingual skills (English/Spanish) preferred. Candidates with hands‑on experience with using Multi‑Line phone systems or Call Center phone systems also preferred.

Monday - Friday, Days. Hours are between 7:45 am - 5:15 pm

Our center is located on campus. After you are fully oriented and cross trained on all services we offer, you may be eligible to work from home. Training for the position is completed within the department (located in Syracuse, NY) for approximately 6 months.