Call Center Representative

Call Center Representative

US-OR-Portland

Requisition :

Position Category: Hospital/Clinic Support

Job Type: AFSCME union represented

Position Type: Regular Full-Time

Posting Department: Information Technology Group (ITG)

Posting Salary Range: $23.96 - $32.37 per hour, with offer based on experience, education and internal equity

Posting FTE: 1.00

Posting

Schedule:

Varies, 40 hours per week

Posting

Hours:

40 hours per week, exact schedule TBD upon hire

The mission of the Information Technology Group (ITG) is to develop, implement and maintain technology-based services and solutions enabling OHSU to effectively manage information to accomplish its missions.

The Call Center Representative position is critical to the success and operational efficiency of OHSU, workingin a call center which operates 24 hours a day, 7 days a week, 365 days a year.

The call center is a Critical Function Unit, responding to over 6,000 incoming and outgoing calls daily for the diverse needs of OHSU's missions; including staff, patients, general public, and external professionals conducing business with OHSU.

Representatives work with a wide variety of callers. It is imperative that the Representative properly screen vague or incomplete requests so that the call may be connected or paged, to the appropriate person or area. The Representative is generally the first impression of OHSU by the general public. Therefore, this position requires a high level of professionalism, accuracy, attention to detail, empathy, technical savvy, and customer service.

Individuals must be able to multi-task, ask clarifying questions to ascertain customer needs, and thrive in a very fast paced, high-volume, non-scripted environment.

Representatives will be handling emergent calls (e.g. Code Blue/medical emergency, Code Red/Fire) and willbe expected to send immediate communications through multiple modes. (phone, belt based paging, overhead paging, emergency alert notifications)

Representatives must be able to seamlessly and immediately transition to back‑up/redundant systems if outages occur.

The Incumbent will observe due care, objectivity and respect for confidentiality. All employees must keep confidential what they hear and what they see when handling, reviewing, or observing: communications and records thereafter (calls, email, pages, fax, etc.), data transmission, databases, or other forms of information Confidentiality extends to the identities of the parties of the communications, and even to the fact that the communication took place.

When sharing information, consider whether the recipient has a true "business need to know."

• Use Information Systems for the following call types:
  • Informational
  • Emergent
  • After-hours clinic and/or healthcare support
  • Physician Advice and Referral Calls
  • On-call and paging support o Multiple marketing events for OHSU
• Provide information to callers, including directions, addresses and hours of operation. Paging appropriate personnel or on‑call staff.

• Assist departments with data entry for on‑call schedules or paging status.
• Change/check status/referral of pagers including forwarding calls from one pager to another and blocking pagers for vacations, in-surgery, unavailable, etc.

• Answering, coordination, and communication of numerous emergency procedures and OHSU Alerts.

Other duties as assigned by department.

• High School Diploma or GED;
  AND
• One year of experience in a call/contact center, preferably in a medical or hospital setting;
  OR
• Two years of heavy volume, multi-phone use/environment with multiple information systems.

• Knowledge…