Call Center Representative (Switchboard)

The University of Kansas Health System; United States; On-site; USD 38,000 - 52,000; Full time

Job summary

The University of Kansas Health System is hiring a Call Center Representative for our 24/7/365 Switchboard in Kansas City. You will provide professional customer service to patients, staff and physicians using multiple systems to route calls, paging, and communication across clinical and administrative departments.

Required is a high school diploma and 2+ years in healthcare or health system call center environments, with strong communication and multitasking skills.

Qualifications

• Excellent communication and phone skills mandatory.
• Ability to handle multiple calls and tasks while delivering patient-focused service.
• Experience talking, typing and listening simultaneously in a customer service setting.
• Experience using call center software to answer, transfer, paging and emailing.

Responsibilities

• Assist with operations of the Switchboard call center for the University of Kansas Health System and Medical Center.
• Utilize Genesis, Communicator, OnCall, and Epic to provide professional service to callers.
• Triages calls to determine needs and manages expectations with high service levels.
• Provide answering service for clinical and administrative departments.
• Activate medical code tests and manage paging systems after hours, weekends and holidays.
• Maintain on-call schedules in web-based systems and communicate changes to staff and departments.
• Attend meetings, training and reviews as needed.
• Perform competencies of the assigned unit as required.

Skills

Communication

Multitasking

Customer service

Call center software

Education

High School Diploma

Associates Degree (Advantage)

Tools

Genesis

Communicator

OnCall

Epic

Job description

Position Title Call Center Representative (Switchboard) Bell Hospital

Position Summary / Career Interest: The call center representative is a frontline resource for our patients, staff and physicians. The call center representative provides professional customer service to all callers in a 24/7/365 call center environment. This position is in our Switchboard call center located on our main campus.

Responsibilities and Essential Job Functions

• Assists with operations of the Switchboard call center for the University of Kansas Health System and Medical Center.
• The rep utilizes all software systems (Genesis, Communicator, OnCall, Epic to provide professional service to all callers, internal and external.
• Triages incoming calls to determine caller needs and manage the callers’ expectations with the highest level of customer service and efficiency by utilizing all available software resources.
• Provides answering service for clinical and administrative departments.
• Provides code and personal pager management and pager programming after hours, weekends and holidays.
• Activates medical code tests on all software systems, ensuring paging hardware and software systems are functioning.
• Activates medical and security code teams
• Initiates non urgent text pages to administrative and clinical staff.
• Maintains the on call schedules in the web on call system and Qgenda; makes changes to the schedules after hours as needed; documents changes and sends communication to hospital, physicians and university departments as needed.
• Utilizes internal overhead paging system.
• Attend all individual, department and health system meetings, training and reviews as needed.
• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
• These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities.
• Skills and duties may vary dependent upon your department or unit.
• Other duties may be assigned as required.

Required Education and Experience

• High School Graduate
• 2 or more years of experience in call center-based customer service, health care call center or Emergency Dispatch Call Center.
• Experience talking, typing and listening simultaneously in a customer service environment.
• Experience utilizing Call Center Software to answer, transfer, page and email in a customer service environment.

Preferred Education and Experience

• Associates Degree in Communications, Business or Health Care Administration from an accredited college or university.

Knowledge Requirements

• Exceptional communication and phone skills.
• Ability to handle multiple calls and/or tasks while providing excellent customer service.

Time Type: Job Requisition ID: R-48240

Important information for you to know as you apply:

The health system is an equal employment opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, ancestry, age, disability, veteran status, genetic information, or any other legally-protected status. See also Diversity, Equity & Inclusion. The health system provides reasonable accommodations to qualified individuals with disabilities. If you need to request reasonable accommodations for your disability as you navigate the recruitment process, please let our recruiters know by requesting an Accommodation Request form using this link [e-mail]. Employment with the health system is contingent upon, among other things, agreeing to the health-system-dispute-resolution-program.pdf and signing the agreement to the DRP.

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About The University of Kansas Health System

As part of the region’s premier academic medical center, The University of Kansas Health System in Kansas City is a world-class healthcare provider and destination for complex care and diagnosis. We are driven by our commitment to service, continuous improvement and to the highest degree of excellence. Collaboration between physicians, nurses, researchers, educators and other professionals who share their expertise leads to exciting discoveries and life-changing treatments for the people we serve.

About The University of Kansas Health System