CALL CENTER REP - PHYS ANSWER

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