Call Center Rep – CMH Call Center in Urbana, Illinois

Call Center Rep – CMH Call Center

• Department: Call Center – CMH

• Entity: Peoria Service Area

• Job Category: Clerical/Admin

• Employment Type: Full – Time

• Job ID: 46679

• Experience Required: 3 – 5 Years

• Education Required: Not Indicated

• Shift: Evening

• Location: Peoria, IL

• Usual Schedule: 2:30pm-11:00pm

• On Call Requirements: None

• Work Location: Methodist Medical Center

• Weekend Requirements: Every other

• Holiday Requirements: Every other

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  Position Summary:

  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.

  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

  Essential Functions:

• Provides efficient and timely call handlingMaintains a 95% average in answer timeMaintains 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

  We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Carle Health participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee’s Form I-9 to confirm work authorization. For more information: human.resources@carle.com.

Effective September 20, 2021, the COVID 19 vaccine is required for all new Carle Health team members. Requests for medical or religious exemption will be permitted.