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2 months ago
This role is responsible for responding to inbound telephone calls for all CommonSpirit Health hospital campuses in accordance with established procedures, customer service standards, and department metrics. Work is accomplished in a Contact Center environment, with an incumbent handling communications linkages for both external and internal callers and for after-hours physician/employee call. Work also includes initiating responses to codes and alarms transmitted from CommonSpirit Health facilities directly to the Contact Center and providing callers with service information and assistance as requested.
Key Responsibilities- Answers all inbound calls in accordance with established procedures and metrics; operates all assigned CommonSpirit Health Contact Center telecommunications equipment and consistently demonstrates appropriate responses.
- Initiates responses to "codes" and alarms transmitted from CommonSpirit Health facilities by applying working knowledge of the "code" and alarm protocols; takes appropriate action(s) to respond within established metrics.
- Makes routine updates to databases (e.g. changes to call schedules etc) in accordance with established procedures.
- Identifies and reports problems relating to Contact Center equipment, including malfunctions, hardware issues, and software issues, to the appropriate party.
- Maintains the confidentiality of patient, visitor, physician, staff information.
- Cultural Sensitivity and Competence: Demonstrates proper use of communication tools/materials for effective communication and understands how the culture(s) of patient populations can affect communication, collaboration and the provision of care, treatment and services.
- Six months related work experience (preferably in a call center environment) that demonstrates attainment of the requisite job knowledge skills/abilities.
