Call Center Specialist I, Days
Under direct supervision, answers all calls directed to Hospitals main number, Answering Service call forwarding lines, general information inquiries, and internal extensions. Efficiently, courteously, and accurately answers/relays call information, with priority given to emergencies. Utilizes computerized system for locating physicians, personnel, and patients. Serves as a major contact for all levels of personnel requiring on-call schedule information and access to off duty personnel. Will be involved in emergency and disaster preparedness situations.
High School Diploma or GED required.
One (1) year of experience in a customer service environment required. Experience in a call center, switchboard, answering service, or message center with exposure to texting, paging, and Answering Service applications is preferred.
Knowledge, skills & abilities:
1. Typing 35 WPM required.
2. Working knowledge of personal computers and Windows based operating system.
3. Proficient with Word and Excel.
4. Ability to read, interpret, and apply written instructions.
5. Excellent verbal and written communications skills.
6. Exhibits understanding of difference between external, Answering Service and internal (departmental) calls in properly transferring calls, relaying messages, paging requested physicians or distributing information.
7. Demonstrates understanding of on-call schedules and contact methods.
8. Ability to maintain courteous and positive behavior in the face of repetitious and stressful challenges such as those encountered in a customer service setting.
9. Interpersonal skills which allow for group decision making, cooperation and understanding.
Must be able to sufficiently hear, interpret, and relay information given by callers to result in accurate call activity (i.e. transfer, message, provide room number, etc.). Sits in front of computer screen for their full shift. Requires manual dexterity sufficient to meet typing requirement. Must wear headset throughout shift assignment.
Sits in a clerical setting with up to a maximum of 20 co-workers occupying the same room. Controlled work environment requires employee to not leave their seat without prior knowledge of a supervisor or co-workers. Conversations or other non-work related activity may be restricted based on call volumes. Noise level is controlled. Employee and customer conversations are monitored and recorded. May experience fluctuation in room temperatures. Emergency situations may cause high levels of stress. Manual dexterity associated with typing and keyboard manipulation. This is a 24 hour a day essential department. Flexibility with work hours is a must. Schedules may be changed and not permanent in most cases.