Customer Service Representative – Call Center

Summary

Job Summary

Operates and maintains proficiency in answering all inbound calls to the Call Center. Provides general information, provider referral, and client assistance in the telehealth environment.

Job Responsibilities

• Prioritizes Call Center phone calls and pages healthcare providers according to policies and protocols.
• Receives and relays internal and external calls and provides general information.
• Distributes phone calls to nursing staff as needed.
• Maintains desk directories, on-call list, reference guides, and other associated reference materials.
• Operates beeper and paging system to contact to hospital personnel and code team.
• Communicates codes, alerts, drills, and other announcements according to established policies and protocols, including disaster management plans.
• Proficient in all software applications specific to the Call Center.

Qualifications

• High school diploma, General Equivalency Diploma (GED) or higher required upon hire
• No experience required
• No licensure/certification/registration required

Skills and Attributes

• Requires critical thinking skills and decisive judgment.
• Works under general supervision.
• Must be able to work in a stressful environment and take appropriate action.
• Applies more advanced skills and knowledge in the area of specialization.

Physical Demands

• Standing: Occasionally
• Walking: Occasionally
• Sitting: Frequently
• Lifting 0-25 lbs: Rarely
• Lifting 25-75 lbs: Never
• Lifting over 75 lbs: Never
• Carrying 0-25 lbs: Rarely
• Carrying 25-75 lbs: Never
• Carrying over 75 lbs: Never
• Pushing/Pulling 0-25 lbs: Rarely
• Pushing/Pulling 25-75 lbs: Never
• Pushing/Pulling over 75 lbs: Never
• Climbing: Rarely
• Bending/Stooping: Rarely
• Kneeling: Rarely
• Crouching/Crawling: Rarely
• Reaching: Occasionally
• Talking: Frequently
• Hearing: Occasionally
• Repetitive Foot/Leg Movements: Never
• Repetitive Hand/Arm Movements: Frequently
• Keyboard Data Entry: Frequently
• Running: Never
• Vision: Depth Perception: Frequently
• Vision: Distinguish Color: Frequently
• Vision: Seeing Far: Frequently
• Vision: Seeing Near: Frequently

Owensboro Health Core Commitments

INTEGRITY – We conduct ourselves with a high level of responsibility, reliability and honesty because we take seriously the trust of our patients and coworkers.

RESPECT – We value and accept the unique talents and contributions of every patient, customer and team member in the Owensboro Health community.

TEAMWORK – We build a spirit of connectivity and fellowship by striving together to overcome obstacles, surpass goals, celebrate accomplishments and plan the future.

INNOVATION – We foster original ideas and creative solutions that improve our daily work and promote the mission of Owensboro Health.

SERVICE – We focus on service to patients, customers and team members by anticipating their needs, thoughtfully meeting those needs and continually improving the quality of everything we do.

EXCELLENCE – We reach beyond basic expectations to expand our knowledge and awareness, produce exceptional work and provide outstanding service.

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