Customer Information Specialist - Telecommunications, Evenings/ Nights

Howard University Hospital; Washington (District of Columbia); On-site; USD 26,174 - 37,470; Full time

Benefits offered by this job

Work-life balance

Health benefits

403B retirement plan

Job summary

Howard University Hospital is seeking a Customer Service Representative in Washington, D.C. This full-time position requires providing exceptional service to patients, guests, and staff, and ensuring accurate and timely communication. Responsibilities include updating patient information, troubleshooting telecommunication issues, and managing incident reports.

The ideal candidate has at least one year of relevant experience in a healthcare or customer-focused environment and possesses a High School diploma or GED. Comprehensive benefits and a supportive work-life balance are offered.

Qualifications

• One year experience in a customer service role, preferably in healthcare.
• Ability to provide exceptional service and respond to inquiries professionally.

Responsibilities

• Provide exceptional customer service over the phone.
• Update patient information lists and ensure accuracy.
• Report and troubleshoot telecommunication equipment issues.
• Prepare and submit incident reports during shifts.

Skills

Customer service

Communication skills

Problem-solving

Education

High School or GED

Job description

Company Overview

With over 150 years of caring for our community and each other in the Washington DC area, Howard University Hospital has a world‑renowned reputation for high‑quality, patient‑centric care. Howard University Hospital is the nation’s only teaching hospital located on the campus of a Historically Black University and has created a superior learning environment, with groundbreaking research and positive patient outcomes.

Responsibilities

• Provides exceptional customer service over the phone according to the Hospital's policies and procedures.
• Responds to guests, patients and staff inquiries promptly and professionally by telephone.
• Assists with current directory information for Hospital staff.
• Updates the patient information list on a daily basis to ensure Operators are providing the most up‑to‑date information to our guests.
• Operates computer and telephone to access patient and employee information and page Hospital staff.
• Properly responds and processes all emergency codes via hospital paging and phone systems.
• Assists with the paging software SPOK by updating the database as needed, updating phone numbers, employee and physicians' profiles.
• Resolves all inquiries by taking ownership of the requests from guests, patients and staff.
• Assists with daily On‑Call schedule to ensure the proper on‑call information is transferred to the next shift.
• Responds to and reports any telecommunication equipment failures to administration or on‑call management in the event of a phone system issue.
• Prepares and submits (EMAIL) reports of incidents during shift to supervisor.
• Troubleshoots pagers for any technical problems, display or volume issues.
• Reports all safety, security and suspicious persons and law violations to Security staff.
• Reports any non‑routine situation or problem, which warrants immediate consideration or action to supervisor.
• Makes appropriate referrals when unable to satisfactorily resolve problems or answer inquiries.
• Swaps and programs pagers for residents and physicians within a 2‑hour turnaround timeframe.
• Utilizes Track‑It system to enter all pager transactions including new, repairs, broken, lost, code pagers, group, stolen, upgrades and closing ticket.
• Assumes other duties and responsibilities that are related and appropriate to the position and area.

Qualifications

• High School or GED.
• One (1) year experience as a customer service representative and/or patient information clerk or receptionist preferably in a healthcare or customer‑focused environment.

Position Details

Job Type/FTE: 1.0 (Fulltime)

Shift: Day Shift (S - F and every other weekend 2:30 PM - 11:00 PM and 11:00 PM - 7:30 AM)

Work Location: Washington, D.C.

Unit/Department: Information Services

Union: 2094-09

Pay Range: $19.00 - $27.20

Compensation will be commensurate with equity and experience for roles of similar scope and responsibility.

Benefits

• Work‑life balance
• Recognition and rewards for professional expertise
• Competitive, comprehensive benefit plans offered (including health, disability, vacation, sick leave, and 403B retirement plan)
• HRSA Loan Forgiveness available
• COVID-19 Vaccination – Howard University Hospital requires all external applicants to be fully vaccinated for COVID-19 before commencing employment. External applicants may be required to furnish proof of vaccination and, if offered, may elect to be vaccinated at a designated Howard University Hospital location.