Telecommunications Answering Department
Call Center Representative Job Description
Department Responsibility:
- Manages high volumes of inbound and outbound calls in an accurate and timely manner
- Follows call center scripts when handling different topics and clients
- Identifies customer needs, clarifies information, researches issue and provides solutions while dispatching the calls accordingly
- Directs callers to extensions quickly and accurately
- Provides necessary patient information while following HIPAA guidelines
- Provides paging, texting, emailing and faxing to departments, personnel and physicians
- Tracks on-call schedules for physicians and departments
- Takes detailed messages including but not limited to:
- Appointment cancellations
- Physician messages
- Patient information calls
- Hospital information calls
- Physician Consult requests
- Pages emergency procedures through pagers, cellular and overhead paging system, including but not limited to:
- Code Blue
- Code Pink
- OB Stat Team
- Rapid Response
- Trauma Alert
- Stroke Alert
- Sepsis Alert
- Stemi Alert
- Open Heart Team paging
Hours and Days of Operation:
- The department operates 24 hours/day, 365 days/year
- Staggered shifts scheduled according to call volume
- Weekend and holiday rotations apply
Specific Requirements, Experience or Qualifications:
- Excellent communication skills
- Customer service friendly attitude
- Good typing skills
- Ability to work individually and part of team
- Ability to work in high volume, stressful situations
- Ability to multi-task, set priorities and manage time effectively
- Ability to problem solve
- Familiarity with Microsoft Office including Outlook, Word and Excel programs
- Ten-week training program scheduled at full-time hours for all new employees until training is complete
- Type of team member: non-medical; clerical
- High school diploma or GED preferred
Location: Aultman Health Foundation ยท TELECOM / PHYS ANSWER
Schedule: Part Time, Varied Shifts, 6a-8p Varies