Inbound Call Center Specialist

Mission of Department: Scott County Hospital Inbound Call Center Specialists serve as the vital communication hub for the hospital, ensuring seamless connectivity internally and externally. We are committed to answering and routing calls promptly and accurately, greeting customers with professionalism, and providing clear information and directions. Acting as trusted liaisons between physicians, office personnel, and other medical professionals, we strive to deliver exceptional service that supports patient care and fosters collaboration across all departments.

Purpose of Position: To provide Mission of Department and perform essential functions listed below.

Essential Functions:

· Answers all incoming calls in a courteous and professional manner in accordance with policy and procedure.

· Obtain appropriate information and direct calls to appropriate in-house number or department.

· Make contact immediately under the guidelines of policy and procedure to relay messages to physicians, patients, managers, etc.

· Respond appropriately to calls from patients, on-call staff, managers, physicians, (customers), etc.

· Responsible and accountable for tasks necessary to properly identify in the patient processing system.

· Page over intercom system according to policy and procedure.

· Make timely and verbal contacts with each member of the OR call-back team. Respond to callbacks in accordance to policy and procedure.

· Perform all functions of the hospital computer system required to identify a patient's location.

· Use scripting policies as an effective communication tool with customers. Greet patients in accordance with the department's script policy and procedure.

· Treat patients, visitors and coworkers with respect and dignity. Assure that a patient's rights to fair and equitable treatment, self-determination, individuality, privacy, property and civil rights are maintained.

· Maintain confidentiality of patient information to assure Patient Rights and the rights of others are protected in accordance to policy and procedure. Release information in accordance with established privacy guidelines.

· Promote positive hospital image. Demonstrate fair, equitable, positive, and respectful behavior to coworkers and other agencies.

· Perform any other task requested by the Supervisor or Management in a willing and positive manner.

· Other duties assigned per departmental needs

Additional Responsibilities:

· Demonstrates basic computer literacy and ability to navigate relevant systems. 

· Performs job functions using proper body mechanics and adheres to OSHA guidelines. 

· Capable of light lifting, bending, reaching, and moving freely as required. 

· Maintains reliable attendance to support standard job practices.

· Demonstrates excellent customer service skills with a professional and courteous demeanor. 

· Reads, comprehends, and communicates effectively.

· Exhibits critical and analytical thinking with minimal supervision. 

· Processes information efficiently and prioritizes tasks to meet operational needs.

Education, Qualifications, Experience:

· High School graduate or equivalent

· Computer experience required

· Bilingual a plus

· Prior telephone experience

· Experience in working with the public

Personal Characteristics:

· Able to communicate with customers, associates, and other personnel in a friendly, professional manner. 

· Portray an appearance that is neat, clean and professional.

· Be a positive member for our customers, visitors, and associates. 

Knowledge, Skills, and Abilities:

· Telephone etiquette

· Computer experience

· Typing

· Communication Skills

· Ten Key

Equipment: Telephone system, computer, copy machine, fax machine, and scanners

Expectation of Service: This is a non-exempt 40 hour per week position. Regular and punctual attendance is required. 

Physical Requirements: This position requires continual sitting and typing at a computer terminal, some walking, bending, stooping, and lifting of up to 25 pounds. 

Must be able to read, write, hear and understand electronic verbally transcribed information. 

Scott County Hospital is an equal-opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristics as outlined by federal, state, or local laws.