Lead Call Center Representative

Agence PROvidence; Everett (WA); On-site; USD 42,000 - 54,000; Full time

Job summary

Providence Regional Medical Center Everett is seeking a Lead Coordinator for the hospital's switchboard and operator services. You will answer all incoming calls, provide reception for visitors, and coordinate daily schedules for Answering Service clients.

As the department lead, you assist the supervisor with staff scheduling, evaluations, training, and ensure on-call schedules are up to date. You will become a Super User for the phone system and its policies and procedures.

Qualifications

• H.S. Diploma or GED or equivalent educ/experience.
• 2 years Switchboard experience in a healthcare setting.
• Associate's Degree preferred.
• 2 years Answering service experience at a large organization preferred.

Responsibilities

• Answer all incoming calls to the hospital's main telephone number, physician's answering service and in house operator calls.
• Provide reception and customer service to visitors.
• Manage all emergency codes, alarm panels, and emergency phones, and summon appropriate staff.
• Make overhead announcements and communicate via two way radio.
• Manage daily schedules for Answering Service clients and distribute to appropriate departments.
• Responsible for daily entry of all accounts.
• Lead the coordinator assists the department supervisor in staff scheduling, employee evaluations, quality and productivity monitoring and ensures all on-call schedules are up to date.
• Serve as a Department Super User with the phone operating system, policies, and procedures of the department.
• Responsible for new employee trainings and provide on-going trainings for the team as needed.

Skills

Switchboard experience

Education

High School Diploma or GED

Associate's Degree

Tools

Phone operating system

Job description

Answer all incoming calls to the hospital's main telephone number, physician's answering service and in house operator calls. Provide reception and customer service to visitors. Manage all emergency codes, alarm panels, and emergency phones, and summon appropriate staff. Make all overhead announcement and communicate via two way radio. Manage daily schedules for Answering Service clients and distribute to appropriate departments. Responsible for daily entry of all accounts.

As the lead, the coordinator assists the department supervisor in staff scheduling, employee evaluations, quality and productivity monitoring and ensures all on-call schedules are up to date and accurate. Serves as a Department Super User with the phone operating system, policies, and procedures of the department. Will be responsible for new employee trainings and provide on-going trainings for the team as needed.

Providence caregivers are not simply valued – they’re invaluable. Join our team atProvidence Regional Medical Center Everett and thrive in our culture of patient-focused, whole-person care built on understanding, commitment, and mutual respect. Your voice matters here, because we know that to inspire and retain the best people, we must empower them.

Providence Regional Medical Center Everett received the HealthGrades Distinguished Hospital Award for Clinical Excellence four years in a row.

Required Qualifications:

• H.S. Diploma or GED or equivalent educ/experience
• 2 years Switchboard experience in a healthcare setting

Preferred Qualifications:

• Associate's Degree
• 2 years Answering service experience at a large organization

Why Join Providence?

Ourbest-in-class benefitsare uniquely designed to support you and your family in staying well, growing professionally, and achieving financial security. We take care of you, so you can focus on delivering ourMissionof caring for everyone, especially the most vulnerable in our communities.