Customer Service Representative

1 week ago

Tuscaloosa, Alabama, United States DCH Health System Full time

Job Summary

We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at DCH Health System. As a Switchboard Attendant, you will be the first point of contact for patients, families, and staff, providing exceptional service and support.

Key Responsibilities

  • Answer and direct phone calls in a timely and professional manner, ensuring that callers receive accurate and helpful information.
  • Provide patient and employee information in accordance with hospital policies and confidentiality guidelines.
  • Maintain accurate and up-to-date records of phone numbers, beeper numbers, and call lists.
  • Monitor the fire alarm system and initiate emergency procedures as needed.
  • Responsible for initiating emergency notifications during codes, following established protocols.

DCH Standards

  • Maintain high performance, patient, and employee satisfaction standards, as outlined in performance evaluations.
  • Ensure compliance with Employee Handbook requirements.
  • Adhere to DCH Behavioral Standards, fostering positive relationships with patients, families, coworkers, and colleagues.
  • Utilize electronic mail, time and attendance software, learning management software, and intranet as required.
  • Comply with all DCH Health System policies and procedures.
  • Perform other duties as assigned.

Qualifications

  • High school graduate or equivalent preferred.
  • Excellent clerical and communication skills.
  • Ability to deal with the public in a friendly and courteous manner.
  • Must be able to learn how to operate telephone and computer systems.
  • Must be able to read, write legibly, speak, and comprehend English.

Working Conditions

  • Communicate with others via phone and face-to-face.
  • Deal with external and internal customers.
  • Manage conflict situations and resolutions.
  • Maintain patient confidentiality at all times.
  • Work in a single office or shared workspace.
  • Spends most of the shift sitting and wearing a headset.
  • Errors related to patient safety or privacy have serious consequences.
  • Pace of phone calls can be quick during daytime hours and slow at night.

Physical Factors

  • Able to sit for extended periods.
  • Able to keep a headset on for long periods.
  • Able to type, use a computer mouse, and press phone buttons.
  • Able to apply general rules to specific problems.
  • Able to speak clearly so that callers can understand.

Other Job Factors

  • Work Styles: Attention to detail, concern for others, cooperation, dependability, independence, self-control, integrity, stress tolerance.
  • Work Values: Relationships.

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