Communications Center Representative I

WakeMed Health & Hospitals; Raleigh (NC); On-site; USD 36,000 - 48,000; Full time

Job summary

WakeMed Health & Hospitals in Raleigh, NC, seeks a Communications Center Rep I to manage centralized call handling using a computer integrated telephone system. You will provide patient information and general services details, prioritizing physician calls to support coordinated care.

You will assist with transfers, conference calls, paging, and contacting on-call staff after hours for inpatients and current patients.

Qualifications

• High school diploma or equivalent required.
• 3 years of customer service experience required.
• Experience with call centers/medical terminology preferred.
• Experience with multi-line telephones preferred.

Responsibilities

• Process centralized phone calls and provide information to patients and the public.
• Prioritize physician calls to ensure coordinated care; support call transfers and conference calls.
• Assist with paging and contacting on-call staff after hours for inpatients and current patients; activate emergency response teams as needed.

Skills

Customer service

Call center

Medical terminology

Multi-line telephones

Visitor services

Education

High School Diploma or Equivalent

Job description

Overview

The Communications Center Rep I, with the use of a computer integrated telephone system, is responsible for the centralized processing of internal and external phone calls routed into the organization's switchboard. The general public is provided patient information and general information in regards to all aspects of services provided within the multi-site WakeMed healthcare system. Physician calls are given priority to ensure communication to promote the coordinated care of patients. Internal hospital staff is provided assistance with all types of call processing including, call transfers, conference calls and international dialing. Assistance is provided with page messaging and the contacting of on call staff and physicians during after-hours for inpatients and current patients of WakeMed's primary care and specialty practices. Responsible for the activation of emergency response teams for the various in-house medical emergency events and environment of care events.

Department Description

Serving the community since 1961, WakeMed Health & Hospitals is the leading provider of health services in Wake County. With a mission to improve the health and well‑being of our community, we are committed to providing outstanding and compassionate care. For more information, visit www.wakemed.org.

EOE

Licensure

Not Applicable

Education

High School Diploma or Equivalent Required

Experience

• 3 Years Customer Service Required
• 3 Years Call Center/Contact Center Preferred
• 3 Years Medical Terminology Preferred
• 3 Years Multi-Line Telephones Preferred
• Visitor Services Preferred