Telecommunication Center Representative

1 month ago

Richmond, United States VCU Health Full time

Telecom Center Representative establishes and maintains good customer relations with the general public, potential clients, caregivers and fellow employees of the VCU Medical Center. This role functions performed by incumbents in this position include, but are not limited to Emergency Communications, Patient Information, Physician Information, Clinic and Medical Center Information, Paging/Beeper Information and other related services. This role also demonstrates compliance with all local, state and federal laws and regulations, including JCAHO standards and VCUHS policies and procedures.

Licensure, Certification, or Registration Requirements for Hire: N/A

Licensure, Certification, or Registration Requirements for continued employment: N/A

Experience REQUIRED:
Minimum of three (3) years experience in telephone-based customer service which may include direct interaction with both inbound and outbound customers via telephone, email, text message, fax, pager and other communication devices
Previous clerical/office technology experience
Minimum of two (2) years experience using a personal computer and typing 45+ WPM (typing test may be required)
Previous experience with a variety of software applications including word processing, spreadsheets, database, e-mail, etc.

Experience PREFERRED:
Previous experience preferably in a very active Call Center environment
Previous experience using medical terminology
Previous experience as an Emergency Medical Dispatcher/911 Dispatcher

Education/training REQUIRED:
High school diploma or equivalent Computer courses and/or software application training

Education/training PREFERRED:
Completion of some college course work IDX or similar scheduling systems training
Experience with database software
Experience with Cerner or similar electronic medical record system
Training as an Emergency Medical Dispatcher (EMD)

Independent action(s) required:
Answers incoming phone lines and routes calls appropriately.
Provides emergency assistance to hospital personnel and the general public.
Pages physicians and other VCUHS employees.

Supervisory responsibilities (if applicable): N/A

Additional position requirements:
All representatives may be required to work some shift rotations or overtime to maintain staffing requirements and service levels.
Representatives are required to work every other weekend and scheduled holiday hours.

Age Specific groups served: All

Physical Requirements (includes use of assistance devices as appropriate):
Physical: Lifting less than 20 lbs.
Activities: Prolonged sitting, Repetitive motion
Other: Keyboarding
Mental/Sensory: Strong recall, Reasoning, Problem solving, Hearing, Speak clearly, Write legibly, Reading, Logical thinking
Emotional: Fast pace environment, Steady pace, Able to handle multiple priorities, Frequent and intense customer interactions, Noisy environment, Able to adapt to frequent change

This position is for night shift- rotating weekends - rotating holidays.

Workday Night (United States of America)

EEO Employer/Disabled/Protected Veteran/41 CFR 60-1.4.

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