Call Center Representative

Cook Children's; Fort Worth (TX); On-site; USD 19,000 - 25,000; Part time

Job summary

Cook Children’s in Fort Worth, Solutions Center seeks a part-time Call Center Representative to provide accurate information to clinicians, staff, patients, their families, and the public in a 24x7 environment.

You will handle phone, email, chat inquiries, monitor life safety alarms when needed, multitask across multiple software, and collaborate with IT and hospital departments to ensure excellent service.

Qualifications

• High School Diploma or GED required.
• 1 year of Call Center or Customer Service experience required.
• Preferred bilingual (English/Spanish) and Level I Help Desk experience with troubleshooting.
• Excellent communication skills; strong English language command.
• Ability to multi-task under stress with good problem-resolution skills.
• Creativity and diplomacy in handling difficult customers and situations.
• Willingness to work varying shifts, including holidays/weekends in a 24x7 environment.
• Healthcare experience preferred; basic computer/script knowledge; 30 wpm typing.

Responsibilities

• Provide information verbally and in writing to clinicians, staff, patients, families, and the public in a 24x7 environment.
• Handle inquiries via telephone, email, chat and other channels.
• Monitor life safety equipment and alarms per protocol when required.
• Demonstrate computer literacy and multitask across multiple software applications.
• Collaborate with IT and hospital departments to ensure effective customer service.

Skills

Call center experience

Bilingual English/Spanish

Typing 30 wpm

HIPAA knowledge

MS Office familiarity

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

Location:

Medical Center - Fort Worth

Department:

Solutions Center

Shift:

Second Shift (United States of America)

Standard Weekly Hours:

20

Summary:

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. Representatives 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.). Customer Service 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:

Must be available for any schedule, 24/7, 365 days a year. While this position is part time, if additional support is needed your schedule may shift to support the hospital's operational needs. 20 hours per week.

Qualifications:

• High School Diploma or GED required.
• One year of previous Call Center or Customer Service 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, weekends and overtime as required in a 24x7 working environment.
• Experience working in healthcare preferred
• Knowledgeable with computers, scripting, and Microsoft Office experience including typing a minimum of 30 wpm
• Adherence to HIPAA and governmental compliance is required in this role.
• Soft skills required are Grammar, pronunciation, vocabulary skills, and patience.

About Us:

Cook Children’s is an equal opportunity employer. As such, Cook Children’s offers equal employment opportunities without regard to race, color, religion, sex, age, national origin, physical or mental disability, pregnancy, protected veteran status, genetic information, or any other protected class in accordance with applicable federal laws. These opportunities include terms, conditions and privileges of employment, including but not limited to hiring, job placement, training, compensation, discipline, advancement and termination.

Cook Children’s is a Texas-only employer. If you are hired, you will need to maintain your primary residence within the state of Texas, along with all licenses and credentials required for your position throughout your employment.