Call Agent IT Service Desk

SEH Saint Elizabeth Medical Center, Inc.; Crestview Hills (KY); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Health coverage within 30 days

Generous paid time off

Employer retirement match

Tuition reimbursement

Wellness programs

Career advancement through mentorship

Job summary

St. Elizabeth Healthcare in Crestview Hills, KY is hiring a Call Center/Communications Associate to answer inbound calls, route requests, and provide patient and general information. You will assist with MyChart and connect callers to the right departments and resources in a courteous, confidential manner.

In this role you will support outages and emergencies, maintain the telephone directory, and uphold HIPAA privacy. A high school diploma and strong customer service skills are required.

Qualifications

• Answer inbound calls and route to the appropriate department.
• Provide accurate hospital information and assist with MyChart problems.
• Maintain patient privacy and HIPAA compliance during interactions.

Responsibilities

• Assist with uptime during emergencies and outages.
• Maintain and update the internal telephone directory.
• Provide courteous customer service to patients, families, and staff.

Skills

Customer service

Communication skills

Microsoft Office

Education

High School Graduate

Job description

Engage with us for your next career opportunity. Right Here. Job Type: Regular Scheduled Hours: 40

Why You'll Love Working with St. Elizabeth Healthcare

At St. Elizabeth Healthcare, every role supports our mission to provide comprehensive and compassionate care to the communities we serve. For more than 160 years, St. Elizabeth Healthcare has been a trusted provider of quality care across Kentucky, Indiana, and Ohio. We're guided by our mission to improve the health of the communities we serve and by our values of excellence, integrity, compassion, and teamwork. Our associates are the heart of everything we do.

Benefits That Support You

• Competitive pay and comprehensive health coverage within the first 30 days.
• Generous paid time off and flexible work schedules
• Retirement savings with employer match
• Tuition reimbursement and professional development opportunities
• Wellness, mental health, and recognition programs
• Career advancement through mentorship and internal mobility

Job Summary

Serves as a central communication resource for the organization by answering and routing incoming calls, providing patient and general information, assisting with MyChart, and connecting callers with appropriate hospital departments and resources. Provides backup communication assistance during emergencies, outages, and other critical situations in accordance with established procedures. Demonstrates respect, dignity, kindness, and empathy in each encounter with all patients, families, visitors, and other employees regardless of cultural background.

Job Description

Call Routing & Organizational Resource Assistance

Serves as a central communication resource by answering inbound calls, identifying caller needs, and connecting patients, visitors, staff, and external callers with the appropriate department, service, or organizational resource. Provides courteous and professional customer service during each interaction.

Patient & General Information

Provides patients, visitors, staff, and outside callers with accurate information regarding hospital services, departments, locations, hours, contact information, and other general inquiries while maintaining patient privacy and following HIPAA requirements. Uses Epic, UA5200, the St. Elizabeth Healthcare website, and other approved resources as appropriate.

MyChart Support

Provides frontline MyChart support to patients, assisting with account access and common MyChart issues and directing or escalating issues to the appropriate resource when additional assistance is required.

On-Call & After-Hours Assistance

Use established on-call information and procedures to assist callers in reaching appropriate departments and resources for after-hours needs.

Telephone Directory Maintenance

Assists with maintaining and updating the organizational telephone directory and internal contact information in Shortcuts to help ensure accurate call routing and availability of current information.

Emergency Assistance & Overhead Announcements

Provides communication assistance during emergencies, outages, and other critical situations, including overhead announcements and communicating information and guidance in accordance with established procedures.

Downtime & Communication Continuity

Supports continuity of hospital communications during telephone, network, and system outages by following established downtime and backup communication procedures.

Other Duties as Assigned

Performs other duties as assigned.

Education, Credentials, Licenses

High School Graduate

Specialized Knowledge

Computer Proficiency: Microsoft Office Products, Typing, Internet Ability to Read, understand, and follow emergency procedures Customer Service Experience Communication Skills Kind and Length of Experience: One year experience in a customer service setting including Call Center responsibilities.

FLSA Status: Non-Exempt Right Career.

Right Career. Right Here. If you're looking for the right careers in healthcare, the right place to be is at St. Elizabeth. Join us, and you'll take pride in the level of care we offer our community. St. Elizabeth Healthcare is one of the oldest, largest and most respected medical providers in the Northern Kentucky, Southeast Indian and Greater Cincinnati region. Together with St. Elizabeth Physicians, the affiliated multi-specialty physician and advanced practice provider organization, we are transforming healthcare through innovative treatments, cutting-edge technology and a heart for our community. We're right here, sharing one mission: to improve the health of the people we serve.