Call Agent IT Service Desk

St. Elizabeth Healthcare; Kentucky; On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Competitive pay

Health coverage

PTO & flexible schedules

Employer 401k

Tuition reimbursement

Wellness programs

Mentorship & mobility

Job summary

St. Elizabeth Healthcare is seeking a front-line Call Routing and Information Resource Associate to serve as a central communications hub. You will answer calls, route inquiries to departments, and provide accurate hospital information while upholding privacy standards. The role supports MyChart access and helps during emergencies and outages.

You will use Epic and UA5200 tools, assist with directory maintenance, and support ongoing patient and staff communications in a patient-first environment.

Qualifications

• One year of experience in customer service, including Call Center responsibilities.
• Ability to read, understand, and follow emergency procedures.
• Strong communication and interpersonal skills; attention to privacy (HIPAA).

Responsibilities

• Answer inbound calls and route to appropriate department, service, or resource.
• Provide courteous, professional information about hospital services, locations, hours, and contact details while protecting patient privacy.
• Provide frontline MyChart support and assist with account access or direct to appropriate resource.
• Assist with on-call and after-hours communications using established procedures.
• Maintain and update the organizational telephone directory for accurate routing.
• Provide emergency and downtime communication support, including overhead announcements.
• Perform other duties as assigned.

Skills

Customer Service

Communication Skills

Microsoft Office

Typing

Emergency procedures

Education

High School Graduate

Tools

Epic

UA5200

St. Elizabeth website

Job description

2781 Chancellor Dr Crestview Hills, Kentucky

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

• Ref. Number: JR314903
• Job Category: Information Systems
• Job Type: IS/IT
• Department: Corporate Edgewood Information System (IS) Administration
• Shift: 1st Shift
• Hours: 40 hours

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.

Award Winning Care. Life Changing Careers. | St. Elizabeth Healthcare