Call Center Representative

Cook Children's Health Care System; Fort Worth (TX); On-site; USD 30,000 - 45,000; Full time

Job summary

A leading pediatric healthcare provider in Fort Worth is seeking a Call Center Representative to deliver accurate information to clinicians and patients. Responsibilities include monitoring life safety equipment, handling various communication methods, and collaborating with IT. The ideal candidate has a high school diploma, experience in call centers, and excellent communication skills. Bilingual candidates preferred. This role requires multitasking ability and adaptability in a 24x7 environment.

Qualifications

• High school diploma or GED required.
• One to two years of previous Call Center experience preferred.
• Experience in a healthcare environment is preferred.

Responsibilities

• Provide accurate and professional information to clinicians, staff, and patients.
• Monitor life safety equipment and alarms, responding appropriately.
• Collaborate with IT groups and hospital departments.

Skills

Bilingual (English/Spanish)

Excellent communication skills

Problem-solving abilities

Multi-tasking

Education

High School diploma or GED

Tools

PC

Laptop

Scripting System

Job description

The Call Center Representative (CSR) is responsible for providing information both verbally and in writing that is accurate and professional to clinicians, staff, patients, their family and the general public on behalf of various hospital departments and physician offices in a 24x7 environment. Communication may include telephone, e‑mail, chat, and/or other methods. Representative may be responsible for monitoring life safety equipment and alarms – and responding via the appropriate protocol (e.g. overhead paging, alpha/numeric paging, telephone call, etc.). Representative must be computer literate with the ability to multitask and learn multiple software applications. Collaboration with IT groups and hospital departments is critical for success in this position.

Schedule

Sun Mon Tue Wed Thur Fri Sat 1:30P-10:00 12:30P-10:00P 12:30P-9:00P OFF 12:30P-9:00P 12:30P-9:00P OFF

Qualifications

• High School diploma or GED required.
• One-two years of previous Call Center experience required.
• Preferred experience includes Bilingual (English/Spanish) and prior Level I Help Desk experience along with troubleshooting and probing skills.
• Excellent communication skills required with a strong command of the English language (bilingual preferred).
• Outstanding listening and problem‑solving abilities.
• Must be able to multi‑task under stress.
• Must have above average problem resolution and follow‑up skills.
• A certain degree of creativity and latitude required while resolving unusual or adverse situations and dealing with difficult customers with diplomacy and understanding, making sound decisions based on available facts.
• Ability to effectively deal with stress, work varying shifts, holidays, week‑ends and overtime as required in a 24x7 working environment.
• Must be able to type a minimum of 30 WPM.
• Must be able to effectively work with technology (PC / Laptop / Scripting System / etc.) and have a demonstrable ability to use technology.
• Experience working in a Healthcare environment is preferred.
• Prefer A+, ITIL, STI, CIAC, ATSI or comparable.