CALL CENTER SPECIALIST (FULL TIME EVENING SHIFT)

Covenant HealthCare; Saginaw (MI); On-site; USD 32,000 - 45,000; Full time

Benefits offered by this job

Medical, dental, vision

Retirement match

Paid time off

Wellness programs

Tuition reimbursement

Job summary

Covenant HealthCare is seeking a Call Center Specialist to deliver exceptional patient service and support physician answering services. You will handle inbound/outbound calls, document interactions, and help maintain schedules and communications across hospital departments.

The role emphasizes confidentiality, accuracy, and the ability to stay calm in stressful situations while working collaboratively with a focused team to meet performance metrics and ensure patient-centered care.

Qualifications

• High School diploma or equivalent required; an Associate degree is preferred.
• Bilingual skills (e.g., Spanish/English) are preferred but not required.
• Experience in a high-volume call environment is preferred.

Responsibilities

• Answer high volume inbound calls from patients, caregivers and healthcare providers.
• Document all patient interactions accurately per department policy.
• Meet or exceed performance metrics such as call handling time, customer satisfaction and quality scores.
• Record, fax or text to relay messages for physicians and staff as needed.
• Enter and maintain call schedules for physicians and hospital departments.
• Initiate emergency procedures using hospital notification systems.
• Monitor fire and security alarms systems and respond appropriately.
• Dispatch interpreter phones and hearing-impaired devices as required.
• Maintain equipment logs and perform other duties as assigned.

Skills

Oral communication

Interpersonal skills

Organizational skills

Typing skills

Multitasking

Calm under pressure

Teamwork

Confidentiality

Education

High School Diploma

Associate degree preferred

Tools

Email systems

Text messaging systems

ACD queue monitoring

Multi-line phones

Job description

Overview

The Call Center Specialist delivers exceptional customer service and builds relationships by handling inbound and/or outbound calls in a timely, professional, and courteous manner to support Covenant HealthCare communication and physician answering services.

The Call Center Specialist initiates emergency notification procedures and provides after hour critical issue support by managing communications with key staff in various departments.

Demonstrates excellent customer service performance in that his/her attitude and actions are at all times consistent with the standards contained in the Vision, Mission and Values of Covenant HealthCare and the commitment to Extraordinary Care for Every Generation.

Responsibilities

Customer Interaction & Support

• Answer high volume of inbound calls from patients, caregivers, and healthcare providers in a courteous, empathetic manner. Take calls and messages for the IT Helpdesk Bio Med, Endoscopy, Hospital Medicine and Cardiac Cath, and page accordingly after business hours.
• Document all patient interactions accurately per department policy.
• Meet or exceed performance metrics such as call handling time, customer satisfaction, and quality scores.
• Records, faxes or sends secure and non-secure text to relay messages for physician answering service clients, employees and physicians.
• Enters and maintains call schedules for Physicians Answering Service, Physicians groups and various hospital departments.
• Initiates emergency procedures using various hospital notification systems, including overhead announcements, alphanumeric pagers, secure mobile text and workstation notification systems.
• Monitors fire and security alarms systems and makes appropriate response.
• Dispatches interpreter phones and hearing-impaired laptops to the appropriate patients, offices, campuses, and nursing units.
• Documents, maintains and verifies equipment log of items sent and received.
• Performs other duties as assigned.

Compliance & Quality

• Follow company scripts, communication standards, and regulatory requirements.
• Maintain confidentiality of all customer and company information.
• Participate in ongoing training to stay current on products, services, and system updates.

Team Collaboration

• Provide feedback on recurring customer issues or process improvements.
• Support team goals through collaboration, attendance, and shared responsibility for call center success.
• Work extra hours, as needed, to fill shift vacancies, time off, etc.
• Participate in a standby rotation to cover short notice staffing.

Qualifications

EDUCATION/EXPERIENCE

• High School diploma and/or equivalent required. Associate degree preferred.
• Experience in a high?volume call environment (call center, switchboard, 911 center or console operator) preferred. Bilingual skills (e.g., Spanish/English) preferred.

Knowledge/Skills/Abilities

• Knowledge of email and text messaging systems, standard office equipment, multiple line phone sets and ACD queue monitoring.
• Excellent oral communication and interpersonal skills.
• Pleasant speaking voice with clear and distinct enunciation
• Excellent organization, time management skills and attention to detail.
• Proficiency with basic computer and typing skills.
• Ability to simultaneously listen to caller, read online instructions, and accurately update systems using multiple monitors and keyboards.
• Ability to remain calm in stressful/difficult situations while demonstrating sensitivity and compassion in all interactions.
• Ability to work independently or as part of a team.
• Ability to maintain confidential information.

WORKING CONDITIONS/PHYSICAL DEMANDS

• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
• Constant sitting, feeling, talking, hearing, handling, near vision and field of vision.
• Occasional lifting up to 25 lbs.
• Occasional walking, twisting, reaching, carrying, pushing, pulling, stooping, kneeling, crouching, squatting, crawling, and far vision.

Why Work at Covenant HealthCare

At Covenant HealthCare, we are united by a shared mission of providing Extraordinary Care for Every Generation. We foster a culture built on teamwork, excellence, accountability, respect, customer service, and enthusiasm, where every employee plays an important role in delivering patient-centered care and making a difference in our community.

Our Benefits Include

• Comprehensive medical, dental, and vision coverage
• Retirement plans with employer match
• Paid time off to support work-life balance
• Employee wellness programs and mental health support
• Tuition reimbursement, university discounts, and professional development opportunities