Call Center Operator - full-time, 3rd shift

CHS Children's Hospital and Health System, Inc.; United States; On-site; USD 25,000 - 32,000; Full time

Job summary

Children's Wisconsin is a national health system focused on pediatric care, seeking a Call Center Operator to support and coordinate incoming/outgoing calls, paging, alarms, and emergency response 24/7. You serve as the essential link between callers and critical care, ensuring seamless communication across shifts.

The role is full-time, 2nd shift (3:30pm–12am) with rotating weekends, requiring excellent communication, calm under pressure, and the ability to work with diverse teams and families

Qualifications

• High School graduate or GED or HSED required.
• Strong communication and interpersonal skills to interact with callers and teams.
• Ability to maintain composure and professionalism in urgent situations.

Responsibilities

• Responds to calls from ACD, paging systems, emergency hotlines, and alarms; directs calls and coordinates responses.
• Keeps updated with policies, procedures, and department standards through reviews and meetings.
• Facilitates timely communication among in-house and on-call staff, patients, and caregivers.
• Conveys department policies and procedures to callers and coworkers.
• Maintains and updates records such as on-call schedules, directories, logs, and incident reports.

Skills

Clear communication

Phone presence

Interpersonal skills

High-stress environment

Education

High School diploma or GED

Job description

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.

This position is a full-time, 2nd shift, 3:30pm - 12am, role that would include working rotating weekends.

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.

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.