This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

This role involves providing support in a call center environment, handling various responsibilities to ensure effective communication and assistance to callers.

• Answer inbound calls and transfer callers to appropriate destinations within established metrics and productivity standards.
• Navigate through the QGenda on-call system to identify on-call providers and process on-call requests.
• Process special protocols for Main Campus including Shock team, LVAD, Patients Plus, Transplant, and Ortho reconstruction hotline.
• Handle calls for multiple hospital sites including Main Campus, Avon Hospital, Euclid Hospital, Hillcrest Hospital, and South Pointe Hospital.
• Offer special assistance to individuals unable to dial or in emergency situations; provide relay service for hearing impaired callers.
• Answer routine questions and provide information to the public about the organization using electronic databases and other tools.
• Perform various data entry tasks, such as updating application databases and phone directories.
• In emergency situations, answer internal medical emergency calls as a backup to maintain business continuity.
• Work in Epic to view or look up patient information and provide appointment details.
• Other duties as assigned.

Qualifications

• High School Diploma or GED required.
• Emergency Medical Dispatch (EMD) certification preferred.

Requirements

• A minimum of 1 year of call or contact center or telephone operator experience, or 2 years of customer service experience.
• Experience in healthcare or a related field preferred.
• Active Listening: Ability to give full attention and understand points being made.
• Stress Management: Ability to handle stressful situations and function under pressure.
• Communication: Strong customer service skills and empathy.
• Technology: Proficient in using computers and navigating different systems.

Physical Requirements

• Sitting for long periods of time along with repetitive keyboard and telephone work.

Personal Protective Equipment

• Follows standard precautions using personal protective equipment.