UPMC
UPMC is excited to invite you to apply for the Call Center Agent position! This flex, full-time role requires availability for all shifts, with a primary focus on 2nd shift hours. Holidays and weekends will be required depending on departments need. Apply today to join a great team and receive a robust Totals Reward package!!
Responsibilities:
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Responds to emergencies by adhering to protocols such as overhead announcements, pager notifications, phone calls, and mass notification software.
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Coordinates communication between UPMC Hamot and regional hospitals to ensure seamless patient transfers and maintain high-quality care.
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Serves the UPMC Hamot community, patients, families, and staff while safeguarding data integrity and confidentiality through both physical and electronic measures.
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Utilizes Call Center applications for efficient communication within UPMC Hamot, including call transfers, overhead announcements, patient transfers, after-hours service, staff paging, and scheduling.
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Acts as an answering service representative for multiple Specialty and Primary Care agencies, providing after-hours support and following specific protocols set by physician office management.
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Communicates customer and staff complaints or concerns to the Call Center Supervisor/Coordinator or Lead Call Center Agent for resolution.
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Manages inventory of special needs patient equipment by signing items in and out to hospital staff and maintaining accurate records.
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Repeats the role of an answering service representative for multiple agencies to ensure consistent after-hours call-out service and support, adhering to established protocols.
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Independent thinker
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Excellent communication and negotiation skills
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Ability to collaborate with diverse departments in high pressure situations
Required:
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High School graduate or equivalent.
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Two years’ experience in a position with direct public contact providing customer service
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Working knowledge of medical terminology
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Must have computer skills
Preferred:
- 1 year of call center experience
Licensure, Certifications, and Clearances:
- Act 34
UPMC is an Equal Opportunity Employer/Disability/Veteran
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