Call Center Rep – CMH Call Center

Overview

This position supports the communication needs of the Medical Center staff, Physicians and their patients, the general public and answering services, by directing all telephone traffic to their appropriate locations in an efficient and courteous manner. This position also provides paging services for announcements, emergent conditions, physicians, and personnel contacts.

Responsibilities

• Provides efficient and timely call handling Maintains a 95% average in answer time Maintains a 95% average in being in the ON position on the switchboardHandles the customer’s request and keeps the pace of the call moving and manages call time effectivelyDirects calls to the appropriate destinationDetermines the caller’s needs and refer the caller to the appropriate party when operational problems occur in the routine handling of telephone traffic. These occurrences are reported to the Lead Customer Service Representative or Manager for review and actionVerifies caller identity and provides accurate information to the customerDemonstrates good procedures skills; knows location of policy and procedures manualFollows call guidelines and scriptsUses systems tools (faxing, paging, status’s, transfer/dial keys, etc.)
• Customer Interaction and RelationshipListens to and empathizes with customers; acknowledges customer concernsGathers information to determine customer’s needsApplies problem solving skills and solved the inquiry effectively. Communicates information about the resolution of the inquiry to the customer clearly and completelyControls the pace and flow of the conversation
• Responds to Stats, Disasters, and Codes following policies and proceduresMonitors and responds to access controls, panic alarms, fire computer and alarms, intercoms and CCTV monitorsAcknowledges incoming Security calls or alarms and dispatches Security Officers to the appropriate locationsMaintains and enhances their knowledge and capabilities during emergency and non-emergency situations, performing multiple duties rapidly, calmly, and effectively to achieve the responses neededKeeps abreast on all call disasters and security policiesContacts appropriate personnel for all codes, disasters and stats.

Qualifications

EXPERIENCE REQUIREMENTS

1-3 years of experience in/with people of different persuasions displaying interpersonal and communication skills necessary to answer calls, relay messages, and provide accurate and concise information

ADDITIONAL REQUIREMENTS

• Use of usual and customary equipment used to perform essential functions of the position.
• Work may occasionally require travel to other Carle Health Peoria region facilities/hospitals.
• Required to drive your own vehicle for business purposes.

SKILLS AND KNOWLEDGE

Writes, reads, comprehends and speaks fluent EnglishMaintain confidential informationMicrosoft Office Computer knowledge skillsMulticultural sensitivityPossesses courteous and effective telephone etiquettePossesses ability to prioritize and maintain organization in essential functions/responsibilities

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