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About the Role
Hackensack Meridian Health is seeking a skilled Customer Service Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional service to our patients, visitors, and staff.
Key Responsibilities
- Answer hospital incoming calls in a timely and professional manner, consistently determining the best course of action to connect callers with the appropriate personnel.
- Use proper questioning techniques to ensure accurate information is gathered and provided to callers.
- Utilize the paging system to contact hospital personnel as requested, demonstrating accuracy and efficiency.
- Demonstrate knowledge of on-call scheduling procedures and handle calls for physician's on-call according to established protocols.
- Maintain accurate records and documentation, ensuring a consistently high level of productivity.
- Familiarize yourself with medical center procedures and medical terminology to facilitate callers to the appropriate location.
- Provide accurate information regarding patient location, visiting hours, and organizational information, demonstrating knowledge of hospital departments, services, and policies.
- Keep callers informed of the status of their call, taking initiative to open lines of communication and offering alternatives when necessary.
- Operate a data-linked multi-position PBX console automated system, demonstrating understanding of PBX console features and completing calls in an expeditious yet courteous manner.
- Provide directory information for internal and external callers through the computer system, consistently demonstrating ability to use CRT/MCS systems accurately and rapidly.
- Respond immediately to all emergencies and alarms, following established procedures and demonstrating ability to properly use in-house beeper terminals.
- Perform other duties and/or projects as assigned, adhering to HMH Organizational competencies and standards of behavior.
Requirements
- Excellent written and verbal communication skills.
- Proficient computer skills, including Microsoft Office and/or Google Suite platforms.
