Switchboard/Contact Center
Job Description
The contact center representative is responsible for representing the entire organization as a front line contact to the public, patients, employees and healthcare providers. To provide the communication link for the caller to the appropriate area or person they need to reach. To provide the after-hours support to many clinics and specialties utilizing schedules and processes outlined. In addition, responds to all emergency alarms and codes in an expedited manner understanding the urgency of the situation.
Schedule:
Week 1 - Tue, Thur, Fri, Sat, Sun 330p-11pWeek 2 - Tue, Thur - 330p-11p
Responsibilities
- Answer and complete calls from multiple sites in a positive and professional manner
- Communicates appropriate written and verbal information in a clear, concise, accurate and considerate manner as recorded, observed or documented by peers and supervisors.
- Monitors numerous alarm systems, following standard protocol for communication and resolution of the issue.
- Ability to act quickly to ensure dispatch of emergency response teams in a timely manner, following standard protocols for each code, includes ability to overhead page in a clear calm manner.
- Ability to answer calls and act as the answering service contact for clinics and specialties, ensuring accuracy of information and ability to relay information in a timely and accurate manner to the appropriate physician or clinician.
- Provide pager repair and programming
- Maintains confidentiality in all aspects of the job. Information from patient medical records is not revealed or relayed to others except in accordance with policy.
- Organization Expectations, as applicable:
- Demonstrates ability to prioritize the customer experience and act with customers in mind in all situations.
- Establish and maintain trusting and respectful relationships with customers.
- Communicates in a respective manner.
- Ensures a safe, secure environment.
- Effectively cope with change, comfortably adjusting to alterations in work.
- Ability to decide and act with limited information
- Ability to share information and expertise with peers to ensure customer satisfaction
- Takes actions to meet customer needs/desires with respect to customer diversity
- Fulfills all organizational requirements
- Completes all required learning relevant to the role
- Complies with and maintains knowledge of all relevant laws, regulation, policies, procedures and standards.
- Support the mission and vision
- Fosters a culture of improvement, efficiency and innovative thinking.
- Once the skills are mastered, employees with a 0.6 FTE or higher will be trained to perform Level II responsibilities: including inpatient consults. This will be on an as needed based due to business needs.
- Performs other duties as assigned
Required Qualifications
- 6-12 months customer service experience
- Data entry/keyboarding skills
- Ability to multi-task
- Ability to work independently
- Good time management skills
Preferred Qualifications
- Post-Secondary Education
- 1 to 2 years customer service experience
- Previous work in medical field or with medical terminology
Benefit Overview
Fairview offers a generous benefit package including but not limited to medical, dental, vision plans, life insurance, short-term and long-term disability insurance, PTO and Sick and Safe Time, tuition reimbursement, retirement, early access to earned wages, and more! Please follow this link foradditional information: https://www.fairview.org/careers/benefits/noncontract
Compensation Disclaimer
An individual's pay rate within the posted range may be determined by various factors, including skills, knowledge, relevant education, experience, and market conditions. Additionally, our organization prioritizes pay equity and considers internal team equity when making any offer. Hiring at the maximum of the range is not typical. If your role is eligible for a sign-on bonus, the bonus program that is approved and in place at the time of offer, is what will be honored.
EEO Statement
EEO/Vet/Disabled: All qualified applicants will receive consideration without regard to any lawfully protected status
$20.83- $29.40 Hourly
The contact center representative is responsible for representing the entire organization as a front line contact to the public, patients, employees and healthcare providers. To provide the communication link for the caller to the appropriate area or person they need to reach. To provide the after-hours support to many clinics and specialties utilizing schedules and processes outlined. In addition, responds to all emergency alarms and codes in an expedited manner understanding the urgency of the situation.
Schedule:
Week 1 - Tue, Thur, Fri, Sat, Sun 330p-11pWeek 2 - Tue, Thur - 330p-11p
Responsibilities
- Answer and complete calls from multiple sites in a positive and professional manner
- Communicates appropriate written and verbal information in a clear, concise, accurate and considerate manner as recorded, observed or documented by peers and supervisors.
- Monitors numerous alarm systems, following standard protocol for communication and resolution of the issue.
- Ability to act quickly to ensure dispatch of emergency response teams in a timely manner, following standard protocols for each code, includes ability to overhead page in a clear calm manner.
- Ability to answer calls and act as the answering service contact for clinics and specialties, ensuring accuracy of information and ability to relay information in a timely and accurate manner to the appropriate physician or clinician.
- Provide pager repair and programming
- Maintains confidentiality in all aspects of the job. Information from patient medical records is not revealed or relayed to others except in accordance with policy.
- Organization Expectations, as applicable:
- Demonstrates ability to prioritize the customer experience and act with customers in mind in all situations.
- Establish and maintain trusting and respectful relationships with customers.
- Communicates in a respective manner.
- Ensures a safe, secure environment.
- Effectively cope with change, comfortably adjusting to alterations in work.
- Ability to decide and act with limited information
- Ability to share information and expertise with peers to ensure customer satisfaction
- Takes actions to meet customer needs/desires with respect to customer diversity
- Fulfills all organizational requirements
- Completes all required learning relevant to the role
- Complies with and maintains knowledge of all relevant laws, regulation, policies, procedures and standards.
- Support the mission and vision
- Fosters a culture of improvement, efficiency and innovative thinking.
- Once the skills are mastered, employees with a 0.6 FTE or higher will be trained to perform Level II responsibilities: including inpatient consults. This will be on an as needed based due to business needs.
- Performs other duties as assigned
Required Qualifications
- 6-12 months customer service experience
- Data entry/keyboarding skills
- Ability to multi-task
- Ability to work independently
- Good time management skills
Preferred Qualifications
- Post-Secondary Education
- 1 to 2 years customer service experience
- Previous work in medical field or with medical terminology