Support Operator Associate

Atrium Health Enterprise; Charlotte (NC); On-site; USD 32,000 - 45,000; Full time

Job summary

Atrium Health Enterprise provides an inbound call center role handling high-volume calls, basic call processing, and HIPAA-compliant information access using Xtend software. The position requires clear communication, multitasking, and the ability to respond to alarms and paging while maintaining logs and documentation.

Training covers paging operations and emergency codes. Ideal candidates will have a High School Diploma or GED with prior customer service experience and be able to work in a

Qualifications

• High School Diploma or GED required.
• Previous phone or customer service experience preferred.
• Ability to handle stressful situations in a fast-paced call center.

Responsibilities

• Answers incoming calls in a busy call center environment.
• Performs basic call processing functions by meeting monitoring expectations and completing training evaluations.
• Access information using Xtend Communications windows-based software, with or without ACD integration.
• Responds to alarms, pages, messages, and codes and contacts personnel via beeper paging, intercom, and phone calls as needed.
• Maintains logbooks and other documents and forms.
• Issues patient information in accordance with HIPAA guidelines.

Skills

Inbound calls

Call processing

HIPAA compliance

Xtend Windows

ACD awareness

Multitasking

Education

High School Diploma or GED

Tools

Xtend Windows software

ACD integration

Job description

• 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.

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.