Communications Center Operator

Bayhealth; Dover (DE); On-site; USD 22,000 - 33,000; Full time

Benefits offered by this job

Paid Time Off

401(k) Plan

Health Insurance

Disability Insurance

On-site Child Care

Educational Reimbursement

Flexible Spending Accounts

Voluntary Benefits

Job summary

Bayhealth is seeking a dedicated operator at the Kent Campus Hospital to handle all incoming calls for Bayhealth hospitals and the Bayhealth Physician Answering Service. The role requires excellent customer service in a fast-paced environment and familiarity with call processing systems and paging.

The position is full-time (72 hours) with night shifts, based at the Kent Campus. Prior hospital or customer service experience is preferred, and on-site responsibilities include assisting patients

Qualifications

• Requires excellent customer service in a fast-paced environment.
• Prior call center, communication center or switchboard experience preferred.
• Hospital environment experience and/or customer service background preferred.

Responsibilities

• Process all incoming calls, interpret callers' needs and direct as appropriate.
• Maintain professional demeanor with patients, staff and physicians at all times.
• Utilize Bayhealth’s call processing system and telephony equipment effectively; perform paging as needed.
• Support disaster preparedness protocols and on-call scheduling updates.
• Attend staff meetings and assist in training new operators.

Skills

Customer service

Call center experience

Communication skills

Computer skills

Education

Certificate Program Office Administration

Tools

Call processing system

Phones

Paging systems

Job description

If you care about the opportunity to grow, to make a difference, to build a future and a life, then we just might have the career for you. Care to talk?

Bayhealth Medical Center is Central and Southern Delaware’s healthcare leader with hospitals in Dover and Milford, as well as stand-alone Emergency Department in Smyrna and a hybrid Emergency Department and Urgent Care in Milton. We offer various practice settings throughout Kent and Sussex Counties. Bayhealth Medical Center Kent Campus is 90 minutes from Philadelphia, Washington, DC and Baltimore. Our Sussex Campus is 30 minutes to the Delaware beaches and relaxation in the sand!

Bayhealth Medical Center offers a competitive salary and comprehensive benefits package (for eligible positions) including:

• Generous Paid Time Off and Paid Holidays
• Matching 401(k)/403(b) Plans
• Excellent Health, Dental, and Vision
• Disability and Life Insurance options
• On Site Child Care
• Educational Reimbursement
• Health Care and Dependent Care Flex Spending Accounts
• Plus, an array of Voluntary Benefits to include Critical Care Coverage and more!

Location: Kent Campus Hospital

Status: Full Time 72 Hours

Shift: Nights

SALARY RANGE: 16.16 - 24.23 HOURLY

General Summary

Provides professional handling of all incoming calls for Bayhealth hospitals and the Bayhealth Physician Answering Service. Requires excellent customer service skills in a fast-paced environment with the ability to utilize computer automation to provide service.

Responsibilities

• Process all incoming calls, interpreting and determining callers’ needs. a. Assist patients, staff, and physicians making local and long distances calls, and calls within the facility and to physician offices. b. Requires knowledge of major functions and general information of all departments and offices throughout KGH, MMH, satellite facilities and Bayhealth services available to the community.
• Exhibit excellent interpersonal skills with customers, patients, co-workers and physicians. Use appropriate greetings and be professional at all times.
• Knowledge of basic computer skills to perform routine office duties. These duties include: the proficient use of Bayhealth’s call processing system, telephony equipment (phones, fax machines, etc.) and paging duties. Additional responsibilities may include messaging to physicians on the Bayhealth Answering Service, report generation, backing up systems and re-addressing patient mail. Demonstrates proper handling of codes when necessary using proper protocols.
• Provide numeric, alpha-numeric and overhead paging to reach physicians and staff. a. Program replacement pagers when needed. b. Complete overhead paging for requests such as meeting announcements, system emergencies and other appropriate information.
• Thoroughly familiar with bomb threat and disaster policies and the handling of such calls. a. Deal with callers who may be irrational in an appropriate manner. b. Integral part of Disaster Preparedness Plan, initiating phone calls to physicians and key personnel and providing support throughout duration. c. Knowledge and competency in handling emergency codes when necessary.
• Follow established protocol for the continual updating of on-call schedules for various departments and physician offices. Maintain schedules and hardcopy in case of computer failure.
• Be an active contributing team member within the department and hospital. Attend staff meetings, suggest service improvements and assist in the training and orientation of new operators.
• All other duties as assigned within the scope and range of job responsibilities

Required Education, Credential(s) and Experience

• Education: No Education ;
• Credential(s):
• Experience: Preferred: 6 months prior call center, communication center or switchboard experience. Prior relevant work experience in a hospital environment and/or experience in a customer service related field.

Preferred Education, Credential(s) and Experience

• Education: Certificate Program Office Administration
• Credential(s):
• Experience: