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Customer Service Representative for Healthcare
2 months ago
Position Overview:
Under direct supervision, the individual will handle all incoming calls directed to the hospital's main line, including call forwarding for the answering service, general inquiries, and internal extensions.
This role requires efficient, courteous, and accurate communication, prioritizing emergency situations. The specialist will utilize a computerized system to locate physicians, staff, and patients.
Key Responsibilities:
Act as a primary contact for personnel at all levels needing information about on-call schedules and access to off-duty staff. Participate in emergency and disaster preparedness scenarios.
Qualifications:
Education:
High School Diploma or GED is required.
Licensure/Certification:
N/A
Experience:
A minimum of one (1) year in a customer service role is required. Experience in a call center, switchboard, answering service, or message center with familiarity in texting, paging, and answering service applications is preferred.
Knowledge, Skills & Abilities:
- Typing speed of 35 WPM is required.
- Proficient in personal computers and Windows-based operating systems.
- Competent in Microsoft Word and Excel.
- Ability to read, interpret, and apply written instructions effectively.
- Excellent verbal and written communication skills.
- Understanding of the distinctions between external, answering service, and internal departmental calls for proper call transfers, message relaying, paging physicians, or disseminating information.
- Comprehension of on-call schedules and contact methods.
- Ability to maintain a courteous and positive demeanor in repetitive and stressful situations typical in customer service environments.
- Interpersonal skills that foster group decision-making, cooperation, and understanding.
Physical Demands:
Must be able to effectively hear, interpret, and relay information from callers to ensure accurate call handling (e.g., transferring calls, messaging, providing room numbers, etc.). The role requires sitting in front of a computer screen for the duration of the shift and manual dexterity to meet typing requirements. A headset must be worn throughout the shift.
Work Environment:
This position is situated in a clerical setting with up to 20 colleagues in the same room. The controlled work environment necessitates that employees remain at their stations without prior notification to supervisors or coworkers. Non-work-related conversations may be limited based on call volume, and the noise level is regulated. Employee and customer interactions are monitored and recorded. The environment may experience temperature fluctuations, and emergency situations may induce high stress levels. Manual dexterity associated with typing and keyboard usage is essential. This department operates 24 hours a day, requiring flexibility in work hours, with schedules subject to change.
