Call Center Agent in Erie, Pennsylvania

Join our team at UPMC Hamot as a Call Center Agent and play a vital role in facilitating communication across our organization! In this fast-paced position, you’ll handle incoming calls, respond to emergencies, and support seamless patient transfers while ensuring the highest quality of care. You’ll be a key connection between UPMC Hamot, regional hospitals, patients, and staff—helping to keep operations running smoothly. If you’re a detail-oriented communicator who thrives in a dynamic environment, apply today and make a difference with us!

This position will primarily work 2nd shift with flexibility to work other shifts. Weekends and holidays may be required.

Responsibilities:

• Responds to emergency situations by following specific protocol including means such as overhead announcements, individual pager notification or phone calls and utilization of mass notification software.

• Organizes communication between UPMC Hamot and regional hospitals to facilitate the patient transfer process while upholding the highest quality of patient care.

• Provides service to the UPMC Hamot community, patients, families and staff, while protecting the integrity and confidentiality of all data and information through physical and electronic measures.

• Utilizes associated Call Center applications to facilitate inter and intra communication for the UPMC Hamot organization including call transfers, overhead announcements, facilitating patient transfers, after hours answering service, staff paging and centralized scheduling.

• Functions as an answering service representative for multiple Specialty and Primary Care agencies to provide after hour call-out service and support, following specific protocol as provided by the physician office management.

• Communicates all customer and staff complaints or concerns to the Call Center Supervisor/Coordinator or Lead Call Center Agent.

• Responsible for inventory of special needs patient equipment by signing equipment in and out to hospital staff and keeping accurate records.

• Functions as an answering service representative for multiple Specialty and Primary Care agencies to provide after hour call-out service and support, following specific protocol as provided by the physician office management.

• High School graduate or equivalent.

• Two years experience in a position with direct public contact providing customer service.

• Independent thinker; excellent communication and negotiation skills; ability to collaborate with diverse departments in high pressure situations; working knowledge of medical terminology; must have computer skills.

• 1 year of call center experience preferred. Licensure, Certifications, and Clearances:

• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran