Call Center Representative

Lehigh Valley Hospital; Pottsville (Schuylkill County); On-site; USD 21,000 - 30,000; Full time

Job summary

Lehigh Valley Health Network is seeking a Communications Associate to handle incoming calls for hospital sites and emergency lines, providing information and routing as needed. You will use the EMR system to retrieve patient room numbers and discharge dates, screen sensitive calls, and coordinate with on-call providers while delivering courteous service and protecting patient privacy.

This onsite role is based at Lehigh Valley Hospital - Schuylkill, with daytime hours and opportunities for

Qualifications

• High school diploma or GED required.
• Minimum of 1 year in customer service or call-center experience.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities with professionalism.

Responsibilities

• Answers incoming calls courteously and professionally.
• Provides information on physician offices, area codes, and hospital listings.
• Uses the EMR to retrieve patient room numbers, contact details, and discharge dates.
• Screens critical calls and routes to appropriate staff.
• Supports on-call providers and administrative duties as assigned.

Skills

Customer service

Communication

Multitasking

Teamwork

Education

High School Diploma/GED

Tools

EMR system

Job description

Imagine a career at one of the nation's most advanced health networks.

Be part of an exceptional health care experience. Join the inspired, passionate team at Lehigh Valley Health Network, a nationally recognized, forward-thinking organization offering plenty of opportunity to do great work.

LVHN has been ranked among the "Best Hospitals" by U.S. News & World Report for 23 consecutive years. We're a Magnet(tm) Hospital, having been honored five times with the American Nurses Credentialing Center's prestigious distinction for nursing excellence and quality patient outcomes in our Lehigh Valley region. Finally, Lehigh Valley Hospital - Cedar Crest, Lehigh Valley Hospital - Muhlenberg, Lehigh Valley Hospital- Hazleton, and Lehigh Valley Hospital - Pocono each received an 'A' grade on the Hospital Safety Grade from The Leapfrog Group in 2020, the highest grade in patient safety. These recognitions highlight LVHN's commitment to teamwork, compassion, and technology with an unrelenting focus on delivering the best health care possible every day.

Whether you're considering your next career move or your first, you should consider Lehigh Valley Health Network.

Summary

Provides incoming call handling for hospital sites and emergency lines. Responsible for answering incoming calls, transferring calls appropriately, and administrative duties. Issues critical alerts and codes based on requests from clinical and operational departments.

Job Duties

• Answers all calls in a courteous and professional manner.
• Provides general information to callers concerning physician office telephone numbers, area codes and hospital listings.
• Utilizes LVHN's current EMR system to provide callers information regarding patients' room numbers, telephone numbers and discharge dates.
• Screens critical care and do not announce patient phone calls for LVHN.
• Contacts providers according to daily on call schedules and makes immediate changes as necessary.
• Assists in the troubleshooting, testing, maintenance, and design of internal communication systems.
• Updates physician and physician office information on an as needed basis.
• Determines the purpose of caller and forwards the incoming calls to the appropriate staff member or voice mailbox.
• Alerts and directs staff to critical situations such as Codes and Alerts according to each distinct procedure.
• Places and documents international and long distance calls for colleagues and patients.

Minimum Qualifications

• High School Diploma/GED
• 1 year customer service experience
• Ability to maintain effective interpersonal relationships.
• Excellent communication skills both written and verbal.
• Strong customer service orientation.
• Effectively deals with multiple and changing priorities.

Additional Qualifications

Physical Demands

Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, *patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

Job Description Disclaimer

This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

Lehigh Valley Health Network is an equal opportunity employer. In accordance with, and where applicable, in addition to federal, state and local employment regulations, Lehigh Valley Health Network will provide employment opportunities to all persons without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability or other such protected classes as may be defined by law. All personnel actions and programs will adhere to this policy. Personnel actions and programs include, but are not limited to recruitment, selection, hiring, transfers, promotions, terminations, compensation, benefits, educational programs and/or social activities.

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Lehigh Valley Health Network does not accept unsolicited agency resumes. Agencies should not forward resumes to our job aliases, our employees or any other organization location. Lehigh Valley Health Network is not responsible for any agency fees related to unsolicited resumes.

• Work Shift: Day Shift
• Address: 700 E Norwegian St
• Primary Location: Lehigh Valley Hospital- Schuylkill
• Position Type: Onsite
• Union: Not Applicable
• Work Schedule: 7a-3p
• Department: 1024-00127 Communications