Call Center Representative

Presbyterian Healthcare Services; United States; Remote; USD 23,000 - 38,000; Full time

Benefits offered by this job

Benefits package

Job summary

Presbyterian Healthcare Services is hiring a skilled Call Center Representative to join our team at a Presbyterian Hospital location. This full-time, non-exempt role supports a 24/7 central communication center, handling routine, moderate, complex and emergent requests with fast routing to departments.

Responsibilities include answering calls, triaging requests, monitoring nurse call systems and CDS alarms, and delivering exceptional patient and member service while collaborating with clinical

Qualifications

• High school diploma or GED required.
• 1 year office/business experience.
• Call Center experience preferred.

Responsibilities

• Answer routine, moderate, complex and emergent calls and route to appropriate departments.
• Announce information to clinical personnel via hospital systems during critical calls.
• Monitor CDS alarm panels and dispatch safety personnel per policy.
• Collaborate with clinical and non-clinical staff to identify and mitigate problems.
• Deliver exceptional customer service during every interaction.

Skills

Customer service

Communication

Call center operations

Education

High school diploma or GED

Tools

Nurse call system

Job description

Remote

Compensation Pay Range:

Minimum Offer $16.79

Maximum Offer $27.67

Summary:

Build your Career. Make a Difference. Presbyterian is hiring a skilled Call Center Representative to join our team. Type of Opportunity: Full time Job Exempt: No Job is based: Presbyterian Hospital Work Shift: Varied Days and Hours (United States of America)

Responsibilities:

Job Description

Now hiring Call Center Representative-Hospital location

Serves as a 24/7 central communication center ensuring all routine, moderate, complex and emergent customer requests are answered and routed to the appropriate department in a timely manner. Responds immediately to critical patient care code calls by announcing information to clinical personnel via hospital communication systems. Answer calls routed into the centralized nurse call system with the ability to recognize both expressed and implied customer needs, summarize and relay information to the appropriate clinical staff. Monitor CDS alarm panels and dispatch safety personnel to emergent/ non-emergent calls according to established policies. Answer, track and transfer calls received through main switchboard. Collaborate with clinical and non-clinical staff to identify and mitigate problems as they occur. Acts as a liaison for patients, members, and multiple departments within the Central Delivery System. Provide exceptional customer service during every interaction

Some key responsibilities include:

As applicable to all Contact Centers throughout PHS Enterprise

Note: Customer = member or patient. Partner = provider or practitioner office, broker or employer. A customer or partner is anyone you may come into contact with either by telephone, email, E-Business or in-person contacts.

Respond to routine and emergent customer calls, triage requests, and determine appropriate action to immediately respond to critical patient care calls. Accurately communicate customers need through timely transfer of information to appropriate personnel and clinical staff, including entry of information into complex database systems and or nurse call system. Follow through with appropriate departments or vendors to ensure proper resolution and opportunities.

Monitor CDS alarm system that are connected to the organization. Includes operating several computer programs relating to dispatch and alarm systems by following established emergency procedures as assigned by department to maintain clear and concise communication with appropriate teams and clinical staff.

Respond to incoming calls routed through skill-based technology to meet quality standards and performance measurements Available to take calls at the scheduled time, and spends the appropriate amount of time taking calls throughout their shift to resolve contacts on initial encounters.

Develop and maintain positive customer relationships, delivering exceptional customer service that meets/exceeds expectations in all customer contacts/ service functions. Promote customer satisfaction/loyalty through quality contact and timeliness of responses.

Qualifications:

• High school/GED diploma
• 1 year office/business experience
• Call Center experience preferred.

• All benefits-eligible Presbyterian employees receive a comprehensive benefits package that includes medical, dental, vision, short-term and long-term disability, group term life insurance and other optional voluntary benefits.