Communications Center Representative I

Wakemed; Raleigh (NC); On-site; USD 32,000 - 52,000; Full time

Job summary

WakeMed Health & Hospitals operates a centralized Communications Center, handling internal and external calls via a computer integrated telephone system. The center prioritizes physician calls and supports transfers, conferences, and after-hours paging to on-call staff and physicians to promote coordinated patient care.

Staff assist with emergency response activations and environment-of-care events across WakeMed’s multi-site system, providing information to patients and the public about

Qualifications

• High school diploma or equivalent required.
• Minimum 3 years of customer service experience.
• 3 years call center/contact center experience preferred.
• 3 years medical terminology preferred.
• 3 years experience with multi-line telephones preferred.
• Visitor services experience preferred.

Responsibilities

• Process internal and external calls routed to the switchboard.
• Provide patient and general information about WakeMed services.
• Prioritize physician calls to ensure urgent communications.
• Assist with call transfers, conferences, and international dialing.
• Page on-call staff and physicians after hours; activate emergency response teams.

Skills

Customer service

Call center experience

Medical terminology

Education

High School Diploma or Equivalent

Tools

Multi-line telephones

Telephone system

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