call center operator

CHS Children's Hospital and Health System, Inc.; Milwaukee (WI); On-site; USD 19,000 - 28,000; Full time

Job summary

Children's Wisconsin is seeking a Call Center Operator to support 24/7 communications across care teams, patients and families. You will respond to calls, paging and alarms, while maintaining accurate logs and upholding policies in a fast-paced environment.

The role emphasizes clear communication, professionalism on the phone, and collaboration with on-call staff to ensure timely care and safety for children and families.

Qualifications

• 1+ years of customer service experience in a high-intensity environment.
• High School diploma or GED/HSED required.
• Strong communication and a professional phone presence.
• Ability to manage challenging interactions and remain courteous under pressure.

Responsibilities

• Responds to ACD calls, paging systems, emergency hotlines, and alarms to answer, connect and direct calls.
• Maintains knowledge of Children's Wisconsin policies and department Standards of Work.
• Facilitates timely communication among in-house and on-call personnel, patients and caregivers.
• Communicates department policies to callers, including patient families and coworkers.
• Maintains and updates records such as on-call schedules, directories, logs and incident documentation.
• Notifies shift personnel of pending issues at shift change and keeps workspace organized.

Skills

Customer service

Communication

Interpersonal skills

Phone etiquette

Attention to detail

Education

High School Diploma or GED

Job description

At Children's Wisconsin, we believe kids deserve the best. Children's Wisconsin is a nationally recognized health system dedicated solely to the health and well-being of children. We provide primary care, specialty care, urgent care, emergency care, community health services, foster and adoption services, child and family counseling, child advocacy services and family resource centers. Our reputation draws patients and families from around the country. We offer a wide variety of rewarding career opportunities and are seeking individuals dedicated to helping us achieve our vision of the healthiest kids in the country.

Please follow this link for a closer look at what it’s like to work at Children’s Wisconsin: https://www.instagram.com/lifeatcw/

Job Summary

Call Center Operator (CCO) is responsible for operating a variety of systems to support and coordinate incoming and outgoing calls, paging, alarms, and emergency response. CCO is the essential link between callers and critical care, ensuring seamless, efficient, and caring communication 24/7.

Essential Functions

• Responds to Automatic Call Distributor (ACD) calls, paging systems, emergency hotlines, and alarm devices to answer, connect and direct calls, overhead announcements, and to coordinate response to emergency situations.
• Maintains current knowledge of Children's Wisconsin policies and procedures and department Standards of Work (SOW) through regular, timely independent review of internal communication including emails, Newsbreak, and attendance at relevant meetings.
• Facilitates timely communication among in-house and on-call personnel, patients and caregivers during all types of situations using established schedules, contact lists, and safety protocols.
• Communicates department policies and procedures to callers, including patient families, management, and co-workers.
• Maintains and updates a variety of records, including but not limited to on-call schedules, directories, pager and PAS logs, repair reports and incident documentation.
• Notifies incoming shift personnel of any pending issues at shift change. Maintains a clean, organized and functional workspace.

Education

• High School graduate or Certificate of General Educational Development (GED) or High School Equivalency Diploma (HSED) required.

Experience

• 1+ years Customer service experience in a high intensity/fast paced environment required.

Knowledge, Skills and Abilities

Strong communication skills with a clear, professional phone presence. Strong interpersonal abilities, with the capacity to interact effectively across all levels of the public, manage challenging interactions, and represent the organization in a professional manner.

Communication and interpersonal skills necessary to communicate with all levels of public to convey information, manage difficult callers and represent the institution favorably.

Detail oriented and able to focus during high-pressure scenarios.

Required for All Jobs

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that may be requested in the performance of this job. Employment is at-will. This document does not create an employment contract, implied or otherwise.

Children's Wisconsin is an equal opportunity / affirmative action employer.

We are committed to creating a diverse and inclusive environment for all employees.

We treat everyone with dignity, respect, and fairness.

We do not discriminate against any person on the basis of race, color, religion, sex, gender, gender identity and/or expression, sexual orientation, national origin, age, disability, veteran status, or any other status or condition protected by the law.

Certifications/Licenses

Dedicated solely to the health and well-being of children.

We are the region's only independent healthcare system dedicated solely to the health and well-being of children. In Milwaukee and throughout the state, we provide kids and their families a wide range of care and support - everything from routine care for ear aches or sore throats to life saving advances and treatment options. Our academic partner, The Medical College of Wisconsin, brings many of the nation's most well-respected doctors to our team. Together we work to ensure that every child and family we serve receives nothing but the best. Learn more about our affiliation with the Medical College of Wisconsin and the power of academic medicine.