Call Center Representative-CMH Call Center

Overview

This position supports the communication needs of the Medical Center staff, Physicians and their patients, the general public and answering services, by directing all telephone traffic to their appropriate locations in an efficient and courteous manner. This position also provides paging services for announcements, emergent conditions, physicians, and personnel contacts.

Certifications:

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Education:

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Work Experience:

Customer service

• Provides efficient and timely call handling
• Maintains a 95% average in answer time
• Maintains a 95% average in being in the ON position on the switchboard
• Handles the customer’s request and keeps the pace of the call moving and manages call time effectively
• Directs calls to the appropriate destination
• Determines the caller's needs and refer the caller to the appropriate party when operational problems occur in the routine handling of telephone traffic. These occurrences are reported to the Lead Customer Service Representative or Manager for review and action
• Verifies caller identity and provides accurate information to the customer
• Demonstrates good procedures skills; knows location of policy and procedures manual
• Follows call guidelines and scripts
• Uses systems tools (faxing, paging, status's, transfer/dial keys, etc.)

• Listens to and empathizes with customers; acknowledges customer concerns
• Gathers information to determine customer's needs
• Applies problem solving skills and solved the inquiry effectively. Communicates information about the resolution of the inquiry to the customer clearly and completely
• Controls the pace and flow of the conversation
• Responds to Stats, Disasters, and Codes following policies and procedures
• Monitors and responds to access controls, panic alarms, fire computer and alarms, intercoms and CCTV monitors
• Acknowledges incoming Security calls or alarms and dispatches Security Officers to the appropriate locations
• Maintains and enhances their knowledge and capabilities during emergency and non-emergency situations, performing multiple duties rapidly, calmly, and effectively to achieve the responses needed
• Keeps abreast on all call disasters and security policies
• Contacts appropriate personnel for all codes, disasters and stats

The compensation range for this position is $16.15 per hour - $26.16 per hour. This represents a good faith minimum and maximum range for the role at the time of posting by Carle Health. The actual compensation offered a candidate will be dependent on a variety of factors including, but not limited to, the candidate’s experience, qualifications, location, training, licenses, shifts worked and compensation model.

Carle Health offers a comprehensive benefits package for team members and providers. To learn more visit careers.carlehealth.org/benefits.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Carle Health participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.

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