Call Center Representative – CMH Call Center

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 English.

Maintain confidential information.

Microsoft Office Computer knowledge skills.

Multicultural sensitivity.

Possesses courteous and effective telephone etiquette.

Possesses ability to prioritize and maintain organization in essential functions/responsibilities.

Essential Functions:

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 switchboard

Handles the customer’s request and keeps the pace of the call moving and manages call time effectively

Directs calls to the appropriate destination

Determines 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 action

Verifies caller identity and provides accurate information to the customer

Demonstrates good procedures skills; knows location of policy and procedures manual

Follows call guidelines and scripts

Uses systems tools (faxing, paging, status’s, transfer/dial keys, etc.)

Customer Interaction and Relationship

Listens to and empathizes with customers; acknowledges customer concerns

Gathers information to determine customer’s needs

Applies problem solving skills and solved the inquiry effectively. Communicates information about the resolution of the inquiry to the customer clearly and completely

Controls the pace and flow of the conversation

Responds to Stats, Disasters, and Codes following policies and procedures

Monitors and responds to access controls, panic alarms, fire computer and alarms, intercoms and CCTV monitors

Acknowledges incoming Security calls or alarms and dispatches Security Officers to the appropriate locations

Maintains and enhances their knowledge and capabilities during emergency and non-emergency situations, performing multiple duties rapidly, calmly, and effectively to achieve the responses needed

Keeps abreast on all call disasters and security policies

Contacts appropriate personnel for all codes, disasters and stats

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