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.

• 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 customer requests and keeps the pace of the call moving, managing call time effectively.
• Directs calls to the appropriate destination.
• Determines caller’s needs and refers the caller to the appropriate party when operational problems occur in the routine handling of telephone traffic. 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 concerns.
• Gathers information to determine customer needs.
• Applies problem solving skills and solves the inquiry effectively.
• Communicates information about resolution of inquiry to the customer clearly and completely.
• Controls the pace and flow of 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 appropriate locations.
• Maintains and enhances knowledge and capabilities during emergency and non-emergency situations, performing multiple duties rapidly, calmly, and effectively to achieve the responses needed.
• Keeps abreast of all call disasters and security policies.
• Contacts appropriate personnel for all codes, disasters and stats.

• Certification(s): none specified.
• Education:
  
  none specified.
• Work Experience:
  
  customer service.

The compensation range for this position is $16.15 per hour – $26.16 per hour. The actual compensation offered to 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 information from each new employee's Form I-9 to confirm work authorization.

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