Support Operator Associate

aah; United States; On-site; USD 26,000 - 39,000; Full time

Benefits offered by this job

Health benefits

Paid Time Off

Educational assistance

Retirement plan with company match

Job summary

Advocate Health is seeking a Call Center Associate to join our busy service center. You will answer incoming calls during the 2nd shift (2 p.m.–10:30 p.m.), weekdays and every other weekend, and meet performance goals while handling multiple lines.

The role requires a High School Diploma or GED, strong verbal and written communication, and HIPAA awareness. Training is provided, and you will work with Xtend Communications software and ACD systems.

Qualifications

• High school diploma or GED required.
• Prior phone work or customer service preferred.
• Ability to work 2nd shift, weekdays and every other weekend may be required.

Responsibilities

• Answer incoming calls in a busy call center environment.
• Meet monitoring expectations and successfully complete training evaluations.
• Access information using Xtend Communications software with or without ACD.
• Respond to alarms, pages, messages, and codes and contact personnel via paging, intercom, and phone calls as indicated.
• Problem-solve and handle stressful situations.
• Issue patient numbers, conditions, or general information in accordance with HIPAA guidelines.
• Assist in maintaining logbooks and other documents and forms.

Skills

Call center experience

Verbal and written communication

HIPAA compliance

Multi-line handling

Education

High School Diploma or GED

Tools

Xtend Communications software

ACD integration

Job description

Department:

12392 Enterprise Corporate - Service Center Communication

Status:

Full time

Benefits Eligible:

Yes

Hou rs Per Week:

40

Schedule Details/Additional Information:

2nd Shift 2 p.m. - 10:30 p.m.
Weekdays and every other weekend

Pay Range:

$18.85 - $28.30

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.

Our Commitment to You:

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more - so you can live fully at and away from work, including:

Compensation

• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
• Premium pay such as shift, on call, and more based on a teammate's job
• Incentive pay for select positions
• Opportunity for annual increases based on performance

Benefits and more

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.)

About Advocate Health

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation's largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.