IAS Support Operator Associate

Jobtailor; Charlotte (NC); On-site; USD 18,000 - 25,000; Full time

Job summary

Jobtailor is seeking a capable call center agent to handle high-volume incoming calls and deliver accurate information while maintaining HIPAA compliance. You will use Xtend Communications software to access data, respond to alarms, and coordinate with team members across sites.

The role requires strong verbal and written communication, the ability to manage stress, and flexibility to work weekends, holidays, and potential overtime.

Qualifications

• High School Diploma or GED required.
• Previous phone work or customer service experience preferred.
• Completion of training evaluations.
• Strong verbal and written communication skills.
• Ability to work weekends, holidays, and overtime as required.
• Occasional callback support availability.
• Ability to handle multiple lines and alarms in noisy environments.
• Ability to follow HIPAA guidelines.

Responsibilities

• Answer incoming calls in a busy call center environment.
• Perform basic call processing and meet monitoring expectations.
• Access information using Xtend Communications Windows-based software, with or without ACD integration.
• Respond to alarms, pages, messages, and codes.
• Contact personnel via beeper paging, intercom, and phone calls as needed.
• Provide patient phone numbers, conditions, or general information per HIPAA guidelines.
• Maintain logbooks and other documents and forms.
• Complete training evaluations and cross-train at a sister site.

Skills

Call processing

Multi-line handling

Xtend software

Logbook maintenance

Training evaluation

Verbal communication

Written communication

Education

High School Diploma

GED

Tools

Windows-based software

Beeper paging

Intercom systems

Job description

• Answer incoming calls in a busy call center environment
• Perform basic call processing functions and meet monitoring expectations
• Access pertinent information using Xtend Communications Windows-based software, with or without ACD integration
• Respond to alarms, pages, messages, and codes
• Contact personnel through beeper paging, intercom announcements, and phone calls as indicated
• Issue patient phone numbers, conditions, or general information in accordance with HIPAA guidelines
• Maintain logbooks and other documents and forms
• Complete training evaluations and cross-train at a sister site

Requirements

• High School Diploma or GED required
• Previous experience with phone work or customer service preferred
• Successful completion of all training evaluations
• High degree of proficiency in verbal and written communications
• Ability to work weekends, holidays, and overtime as required
• Availability for occasional callback support
• Ability to handle multiple lines, type, reach, read various prints and alarm panels at a distance of two to three feet, and work through loud noises
• Ability to handle stressful situations and problem-solve
• Ability to follow HIPAA guidelines
• 3rd shift availability
• Ability to cross-train at a sister site

Core Competencies

Demonstrates proficiency in call processing and customer service within a busy call center environment, adhering to HIPAA guidelines while effectively managing multiple lines and responding to various communications. Capable of handling stressful situations and problem-solving while maintaining clear verbal and written communication.

Highest-signal resume keywords

• HIPAA Compliance
• Verbal Communication
• Written Communication
• Call Center Experience
• Problem-Solving

ATS Optimization Keywords

Hard Skills

• Call Processing
• Multi-Line Handling
• Xtend Communications Software
• Logbook Maintenance
• Training Evaluation

Soft Skills

• Stress Management
• Customer Service
• Adaptability

Certifications & Qualifications

• High School Diploma
• GED

Industry Keywords

• Call Center
• Patient Information
• Alarm Response
• Cross-Training
• Monitoring Expectations

Tools & Technologies

• Windows-Based Software
• Beeper Paging
• Intercom Systems