Message Center Operator II

Thehearingcentermcc; Pensacola (FL); On-site; USD 26,000 - 34,000; Full time

Job summary

Thehearingcentermcc seeks a Call Center Specialist for its Doctors Call Center (DCC). You will handle incoming and outgoing calls, transfer to physicians’ offices, paging staff, and provide directions and general information.

You will also triage emergencies, coordinate with physicians and hospitals, document activities, and maintain confidentiality while delivering accurate service. The role requires strong communication, reliability, and the ability to work in a busy, security-conscious

Qualifications

• Displays strong customer service skills and verbal/written communication.
• Able to work with diverse groups and maintain confidentiality.
• Proficient with computers and multiple phone lines, quick to learn systems.

Responsibilities

• Answer incoming calls accurately; transfer to physicians or departments and provide directions.
• Place outgoing calls to physicians, hospitals, facilities, pharmacies and patients.
• Triages and dispatches emergency calls per policy; maintain proper documentation.
• Monitor alarms and ensure privacy for patients and staff; uphold confidentiality.
• Update contact information and complete AM sheets daily for the Call Center Team.
• Communicate clearly with co-workers, physicians, and patients in person or by phone.

Skills

Customer service

Communication

Interpersonal skills

Teamwork

Computer proficiency

English

Attention to detail

Stress management

Calm under pressure

Education

High school diploma or GED

Job description

SCHEDULE: Tuesday through Thursday, from 7:00am to 7:00pm, and Friday, from 7:00am to 11:00am.

JOB SUMMARY

Doctors Call Center (DCC) is responsible for routing calls through the tower and satellites 12 hours per day, 7 days per week. This department is also an answering service that answers for MCC Physicians as well as out-sourced clients.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answer incoming calls accurately and efficiently; this includes transferring to Physicians offices and specified departments, paging Physicians and/or staff members, giving directions and limited information, and answering general questions (office hours, clinic locations and phone numbers).
• Placing outgoing calls for Physicians and staff members; this includes calling outside physicians, hospitals and facilities, pharmacies and patients.
• Responsible for contacting Physicians for hospital floors, patient calls and emergency situations. Responsible for utilizing all avenues to reach Physicians and staff; this includes calling offices, paging through in-house paging system and/or outside paging services, calling residential and/or cell phones.
• Triaging and dispatching emergency calls regarding Codes (MRT’s, Code 3, Code Pink and Elevators) according to established policies and procedures.
• Prioritizing calls and verifying the proper calls (traumas, codes, ER and stats)
• Properly keeping and filing documentation (which is stored for 10 years); this includes AM sheets, tickets, etc.
• Filing Meditech (consults, admits, discharges, courtesy notifications), notifying Physicians of consults after hours, printing Physicians rounds reports, attach all Meditech info to Physicians rounds reports in the AM
• Knowledge of Physicians specialties and their department’s rules and procedures regarding such issues as call and consult rules.
• Monitoring all alarms for main building, ASC, and Satellites; this includes security cameras, fire panel, chiller light, elevator panel and calls from Panhandle.
• Responsible for maintaining Physician, employee and patient confidentiality.
• Must have working knowledge of equipment used on daily basis (computers, multi-line phone, copier and fax machine)
• Assist with updating and maintaining of contact information, demographics and department procedure as needed.
• Responsible for completing the AM sheets daily for use by the Call Center Team.

CORPORATE CULTURE RESPONSIBILITIES

• Follow established corporate and department-specific policies and procedures.
• Attend all corporate and department-specific required training.
• Uphold MCC’s Purpose, Values, and Vision.
• Abide by MCC’s Corporate Culture Responsibilities.
• Perform other duties as may be assigned cheerfully and willingly.

Requirements

EDUCATION/EXPERIENCE REQUIREMENTS

• Minimum education requirement is high school diploma or GED.
• Minimum of 1 years’ experience working in a call center environment.

KNOWLEDGE, SKILLS AND ABILITIES

• Displays customer services skills, strong interpersonal skills, close attention to detail, and excellent verbal and written communication skills.
• Be a person of integrity and character, willing to embrace change and make a positive impact in the lives of patients and co-workers.
• Ability to work with staff members at all levels of the organization in a cooperative, team-oriented manner.
• Displays computer proficiency and ability to quickly learn new applications.
• Proficient in use of English language both in written and verbal communication.
• Must be able to communicate with individuals of varying socio-economic backgrounds.
• Displays ability of giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Professional demeanor and recognition of privacy considerations for patients and families.
• Must be responsible, dependable and have good organizational skills
• Must be able to efficiently communicate with co-workers, Physicians, employees and patients over the phone and in person.
• Be willing to learn new equipment and processes quickly
• Be a self-motivated team player
• Desired ability to effectively multi-task and have strong analytical skills.
• Ability to generate ideas to make existing processes more efficient
• Ability to make complex decisions with minimal supervision
• Must be able to easily adapt to change
• Ability to remain calm and make critical decisions during stressful situations.

PHYSICAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Strength (Lift/Carry/Push/Pull): Sedentary (exerting up to 10 pounds of force occasionally)
• Standing/Walking: Occasionally; activity exists up to 1/4 of the time
• Keyboarding/Dexterity: Frequently; activity exists from ¾ of the time
• Ability to look at a computer screen for extended periods.
• Ability to perform constant repetitive hands and finger motions.
• Ability to work in various positions (sitting, bending, and reaching) for extended periods of time.
• Talking (Must be able to effectively communicate verbally): Yes
• Seeing: Yes
• Hearing: Yes

EMOTIONAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Must exhibit stable work behaviors daily.
• Must possess adequate individual coping skills.
• Ability to remain calm and professional regardless of workload or time constraints.
• Must be able to work under stress and remain calm and professional.

WORK ENVIRONMENT

• Call Center/Dispatch office environment
• Exposed to frequent and constant interruptions in daily functions/schedule.
• Must be available to customers and staff throughout the day.
• May be required to work extended hours to meet department needs.