Telecom Operator

Mercycare; Cedar Rapids (IA); On-site; USD 30,000 - 50,000; Full time

Job summary

In dieser spannenden Rolle bei einem angesehenen Gesundheitsdienstleister sind Sie die erste Anlaufstelle für Anrufe und tragen dazu bei, eine freundliche und beruhigende Atmosphäre zu schaffen. Sie unterstützen die Patientenversorgung, indem Sie Anrufe effizient verwalten, Notfälle klar kommunizieren und eng mit verschiedenen Abteilungen zusammenarbeiten. Diese Position erfordert hervorragende Kommunikationsfähigkeiten und ein hohes Maß an Kundenservice, um sicherzustellen, dass alle Anfragen professionell behandelt werden. Wenn Sie eine Leidenschaft für die Unterstützung von Menschen haben und in einem dynamischen Umfeld arbeiten möchten, ist dies die perfekte Gelegenheit für Sie.

Qualifications

• Erfahrung im Kundenservice und Umgang mit mehreren Telefonleitungen.
• Grundkenntnisse in Computeranwendungen erforderlich.

Responsibilities

• Hauptkontakt für eingehende Anrufe im Mercy Medical Center.
• Verwaltung von Notrufen und Kommunikation mit dem medizinischen Personal.

Skills

Kundenservice

Multi-Line Telefonkenntnisse

Grundkenntnisse in Computeranwendungen

Education

High School Diploma oder gleichwertig

Tools

Informationstechnologie-Tools

Job description

Work Shift

Rotating shifts

Scheduled Weekly Hours

0

Summary

This role supports Mercy's philosophy of patient centered care by being an advocate on the phone and the first impression for Mercy Medical Center by answering calls with a friendly, pleasant, and calm voice. This role also requires asking clear and concise questions while providing sufficient answers, and will transfer calls to appropriate patient rooms, hospital departments, and staff. Will announce emergency codes via the hospital intercom with an immediate response and calm voice providing direction to hospital staff, security, and other emergency services. The team works closely with Mercy Medical Center’s volunteer staff by directing volunteers to assist patients, families, and visitors to requested departments.

Job Description

Job Duties

• Serves as the primary contact for inbound phone calls to Mercy Medical Center.
• Properly manages calls by prioritizing, screening, paging, and redirecting inbound calls to appropriate locations.
• Serves as the primary contact for internal emergency incidents by way of answering emergency phone lines and announcing emergency code messages in a clear, calm and concise manner.
• Serves as the primary contact for Mercy Answering Service as it pertains to triaging inbound patient calls which an on-call medical representative may be necessary.
• Understands and provides effective communication with providers, department managers, and medical staff.
• Monitors and triages medical alarm notifications.
• Works in conjunction with Mercy’s Security and Emergency Management departments in order to effectively monitor radio communication, security cameras, security notifications, and initiating emergency communication when necessary.
• Follows departments documented communication expectations with regards to the team.
• Utilizes provided Information Technology tools in order to ensure efficient call center support.
• Aids various internal departments when additional help is needed.
• Maintains accurate documentation as it relates to Telecom protocols and procedures.
• Provides hospital and/or patient information for inbound calls while adhering to Health Insurance Portability and Accountability Act (HIPAA).
• Follows Mercy's safety guidelines, carries out job-specific safety duties and responsibilities, and promptly reports any unsafe conditions, situations, incidents and injuries.

Knowledge, Skills and Abilities

• Has a basic knowledge of how to work with multi-line phones and multiple computer software.
• Is a customer service professional with a courteous and concise speaking voice who can carry on a conversation, with customers, to obtain positive outcomes from their requests.

Professional Experience

• Previous customer service knowledge, multiple phone line knowledge preferred.
• Basic computer skills required.

Education

• High School Diploma or Equivalent Required

Licensure, Certification, Registration

• N/A

Pay Rate Type

Hourly

Mercy is an independent, community-based organization supporting the Cedar Rapids area for over 120 years.

Mercy is an equal-opportunity employer. We value diversity, equity, and inclusion and therefore evaluate qualified applicants without regard to race, color, ethnicity, ancestry, sex, sexual orientation, gender identity, marital status, civil union status, parental status, religion, national origin, age, disability, veteran status, and other legally protected characteristics.