Switchboard Operator-Call Center

4 weeks ago

Wilmington, Delaware, United States Nemours Full time

Nemours is looking for customer-service oriented individuals to join its growing Switchboard team. As a member of this team, you will serve as the first point of contact for patients entering Nemours Healthcare System.

Schedule:

Full time, Mon, Tues, Thurs, Fri 3 - 11:30 and every other weekend (Saturday and Sunday) from 3 - 11:30 p.m.

Essential Functions:

  • Promptly answers incoming calls, asks appropriate questions to properly direct the call.
  • Makes outbound calls when follow-up is needed.
  • Provide a smooth transition for all internal and external customers by utilizing excellent customer service skills and effective communication.
  • Ensure urgent calls are handled with priority and escalation processes are utilized when necessary.
  • Practice de-escalation and service recovery methods.
  • Utilizes all available resources so calls are directed timely and accurately.
  • Always offer specific directions when applicable.
  • Stay up-to-date on provider and appointment scheduling changes.
  • Interact with coworkers and clinic personnel in a professional manner.
  • Communicates effectively with patients, physicians, and other departments regarding delays.
  • Consistently achieve team metric standards and expectations.
  • Brings forth any compliance /ethic issues and recommendations for operational improvement.
  • Additional miscellaneous duties and responsibilities may be assigned from time to time by your supervisor.
  • Demonstrate reliability in daily work practices with a clear understanding of Nemours policies and procedures. Requirements:
    • Excellent communication and problem-solving skills
    • Delivery of quality customer service
    • Strong computer skills and ability to navigate multiple screens while talking
    • Consistently display a professional demeanor
    • Maintain or exceed minimum quantitative and qualitative performance metrics
    • Complete annual training
    • Qualifications:
    • Education: High School Diploma
    • Experience: Customer service, call center preferred The switchboard team many times the first contact that a family is introduced to the Nemours Healthcare System. We need to do everything possible to ensure that interaction is a positive one. Our dedication to professionals who are dedicated to children frequently earns Nemours a spot on the list of top workplaces in the communities we serve. Our Associates enjoy comprehensive benefits, including our unique 'Bridge to a Healthy Future' pediatric health plan, an integrated wellness program, opportunities for professional growth, and much more. As an equal opportunity employer, Nemours focuses on the best-qualified applicants for our openings.

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