Call Center Representative

FailSafe Communications; Portland, Northern (OR, KY); Hybrid; USD 33,000 - 44,000; Full time

Benefits offered by this job

Healthcare benefits

Pension plans

Paid holidays

Employee discounts

Tuition reimbursement

Job summary

OHSU is seeking a Call Center Representative to handle informational and urgent calls, screen requests, and route to the proper on-call staff in a fast-paced hospital setting.

The role requires 40 hours per week with a variable schedule, 24/7 call center operations, and a focus on accuracy, empathy, and professionalism. Prior hospital or medical call center experience is preferred.

Qualifications

• High School Diploma or GED required.
• 1 year of experience in a call center preferably in medical/hospital setting OR 2 years in a high-volume, multi-line environment.

Responsibilities

• Process calls: information, emergent, after-hours clinic and/or healthcare support, physician advice and referral calls, and paging.
• Provide information to callers including hours, addresses, and directions; page appropriate personnel.
• Data entry for on-call schedules or paging status; modify and forward pages as needed.
• Respond to emergent calls and coordinate communications for OHSU alerts and procedures.

Skills

Call center experience

Typing 40 wpm

Multitasking

Customer service empathy

Education

High School Diploma or GED

Tools

Windows OS

Job description

Call Center Representative

US-OR-Portland

Requisition ID: 2026-41951
Position Category: Hospital/Clinic Support
Job Type: AFSCME union represented
Position Type: Regular Full-Time
Posting Department: Information Technology Group (ITG)
Posting Salary Range: $23.96 - $32.37 per hour, with offer based on experience, education and internal equity
Posting FTE: 1.00
Posting Schedule: Varies, 40 hours per week
Posting Hours: 40 hours per week, exact schedule TBD upon hire

Department Overview

The mission of the Information Technology Group (ITG) is to develop, implement and maintain technology-based services and solutions enabling OHSU to effectively manage information to accomplish its missions.

The Call Center is a Critical Function Unit, responding to over 6,000 incoming and outgoing calls daily for the diverse needs of OHSU's missions; including staff, patients, general public, and external professionals conducting business with OHSU. The Call Center Representative position is critical to the success and operational efficiency of OHSU, working in a call center which operates 24 hours a day, 7 days a week, 365 days a year.

Representatives work with a wide variety of callers. It is imperative that the Representative properly screen vague or incomplete requests so that the call may be connected or paged, to the appropriate person or area. The Representative is generally the first impression of OHSU by the general public. Therefore, this position requires a high level of professionalism, accuracy, attention to detail, empathy, technical savvy, and customer service. Individuals must be able to multi-task, ask clarifying questions to ascertain customer needs, and thrive in a very fast paced, high-volume, non-scripted environment.

Function/Duties of Position

Call Processing/Paging (answering, screening, routing, paging etc.)

• Use Information Systems for the following call types:
  
  • Informational
  • Emergent
  • After-hours clinic and/or healthcare support
  • Physician Advice and Referral Calls
  • On-call and paging support o Multiple marketing events for OHSU
• Provide information to callers, including directions, addresses and hours of operation.
• Paging appropriate personnel or on-call staff.

Data Entry

• Assist departments with data entry for on-call schedules or paging status.
• Change/check status/referral of pagers including forwarding calls from one pager to another and blocking pagers for vacations, in-surgery, unavailable, etc.

Emergent Call Processing

• Answering, coordination, and communication of numerous emergency procedures and OHSU Alerts.

Other duties as assigned by department.

Required Qualifications

• High School Diploma or GED; AND
• One year of experience in a call/contact center, preferably in a medical or hospital setting; OR
• Two years of heavy volume, multi-phone use/environment with multiple information systems.

Knowledge, Skills and Abilities

• Knowledge of the English Language sufficient for telephone communication.
• Must be able to type minimum of 40wpm with 95% accuracy.
• Proven skills in effective multi-tasking in a high stress environment, using different types of technology to quickly and accurately process calls.
• Proven experience of customer service showing empathy, situational awareness, and understanding.
• Ability to maintain reliable attendance and punctuality as defined by ITG Attendance Policy.

Preferred Qualifications

• Experience with windows and/or PC-based software systems.
• Experience in hospital or medical setting.
• Previous experience with automated directory or paging system is highly desirable.
• Knowledge of medical terminology, skill in operating a computerized central communications system.

Additional Details

Location: MSB 5th floor.

Schedule: variable days/hours for the first 90 days, or until fully qualified, whichever comes later, and until a regular shift is available.

Benefits

• Healthcare for full-time employees covered 100% and 88% for dependents.
• $50K of term life insurance provided at no cost to the employee.
• Two separate above market pension plans to choose from.
• Vacation - up to 200 hours per year dependent on length of service.
• Sick Leave - up to 96 hours per year.
• 9 paid holidays per year.
• Substantial Tri-Met and C-Tran discounts.
• Employee Assistance Program.
• Childcare service discounts.
• Tuition reimbursement.
• Employee discounts to local and national businesses.

We are Oregon's only public academic health center. In addition to caring for patients, we lead groundbreaking research. We also train the next generation of health care professionals. As Portland's largest employer, we give you opportunities to learn and advance in a system of hospitals and clinics across Oregon and Southwest Washington.

All are welcome. OHSU welcomes people of all ages, ethnicities, genders, national origins, religions and sexual orientations. We are striving to build an anti-racist, multicultural institution and encourage people with diverse backgrounds to apply. To request reasonable accommodation, contact [e-mail]

PI287429643