Call Center Operator - Casual, first shift, Weekends 7:30am-4pm

CHS Children's Hospital and Health System, Inc.; United States; On-site; USD 32,000 - 42,000; Full time

Job summary

Children's Wisconsin in Milwaukee seeks a Call Center Operator to streamline incoming/outgoing calls, paging, alarms, and emergency response 24/7, serving as the vital link between callers and critical care.

Ideal candidates have 1+ year customer service in high‑pressure settings, strong communication and professional phone presence, and the ability to interact across all levels of the public while maintaining accuracy and composure in demanding situations.

Qualifications

• 1+ years of customer service in a high intensity/fast paced environment.
• Strong communication and a clear, professional phone presence.
• Ability to interact across levels of the public and manage difficult callers.

Responsibilities

• Responds to ACD calls, paging systems, emergency hotlines, and alarm devices to answer, connect and direct calls.
• Coordinates response to emergency situations and ensures timely communication among staff.
• Keeps current knowledge of policies and procedures and attends relevant meetings.
• Facilitates communication among in-house and on-call personnel, patients, and caregivers.
• Maintains and updates records (on-call schedules, directories, logs, incident documentation).

Skills

Communication skills

Phone presence

Interpersonal skills

Detail oriented

Education

High School diploma or GED/HSED

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.

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.

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.

Equal Opportunity

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.