Support Operator Associate

Advocate Aurora Health; Charlotte (NC); On-site; USD 21,000 - 30,000; Full time

Job summary

Advocate Health is seeking a call center representative to handle high-volume patient communications. The role requires responding to alarms, paging, and emergency codes while maintaining HIPAA-compliant information handling and accurate recordkeeping.

You'll operate within Xtend Communications windows-based software, with or without ACD integration, and participate in a multi-week training program for main number answering and emergency paging operations.

Qualifications

• High School Diploma or GED required.
• Previous experience with phone work or customer service is preferred.
• There is a multi-week training program for main number answering and paging operations.

Responsibilities

• Answers incoming calls in a busy call center environment.
• Performs basic call processing functions by meeting monitoring expectations and completing training evaluations.
• Accesses pertinent information using Xtend Communications software with or without ACD integration.
• Responds to alarms, pages, messages, and codes and contacts personnel via beeper paging, intercoms, and phone calls as indicated.
• Problem-solves and handles stressful situations.
• Issues patient phone numbers, conditions, or general information in accordance with HIPAA guidelines.
• Assists in maintaining logbooks and other documents and forms.

Education

High School Diploma or GED

Job description

Essential Functions

• Answers incoming calls in a busy call center environment.
• Performs basic call processing functions by meeting monitoring expectations, and successful completion of all training evaluations.
• Access pertinent information using Xtend Communications windows based software with, or without ACD integration.
• Responds to alarms, pages, messages, and codes and contacts personnel through beeper paging, intercom announcements, and phone calls as indicated by the situation.
• Problem-solves and handle stressful situations.
• Issues patient phone numbers, conditions, or general information in accordance with HIPAA guidelines.
• Assists in maintaining logbooks and other documents and forms.

Physical Requirements

Works in a fast paced call center environment with constant telephone ringing and distractions. Works in a sitting position must of day. This position requires high degree of proficiency in verbal and written communications. Must be able to work weekends, holidays and overtime as required. Must be available for occasional callback support. Must be able 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.

Education, Experience and Certifications

High School Diploma or GED required. Previous experience with phone work or customer service is preferred. There is a multi-week training program for main number answering, and to learn operation of the paging function and emergency code and alarm handling.