Call Center Representative

This is a bargaining union position.

• This role is on-site in South Burlington & provides on-site parking. This position will be scheduled 12-16 hours/week on Saturdays & Sundays. The corresponding shifts are 7:00am-3:30pm or 8:00am-2:30pm. Weekday evening availability helpful.*

Call Center Representatives provide front-line customer service to patients, staff, providers and other members of the UVM Health Network community. The Call Center is a central hub for calls to UVM Medical Center, Porter Medical Center, and Central Vermont Medical Center.

Call Center Representatives assess callers’ needs, and either redirect calls, give the required information, or complete the connection to another staff member or provider. They use independent judgment, and a variety of resources/applications, to locate the appropriate protocol or to act when a protocol is not readily available or established. Call Center Representatives impact patient safety by accurately connecting every caller to the right person in the appropriate timeframe. They must prioritize multiple simultaneous tasks. They are a key resource for facilitating communication for patient care. Each member of the Call Center team contributes to a reliable system of communication for over 3,400 calls each day.

Requirements:

• Associate Degree or equivalent education.
• Demonstrated customer service in a medical, fast-paced retail, or other business environment.

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