Call Center Specialist

JOB SUMMARY:

The Call Center Specialist responds to caller questions and dispatches callers (internal and external) to appropriate extension, pager or cell phone.  Interfaces with Health System personnel, medical staff, patients, families, visitors and outside agencies.  Follows proper protocol for all emergency situations and maintains confidential information per facility and departmental standards.

JOB TASKS AND RESPONSIBILITIES:

1.       *Commits to the mission, vision, beliefs and consistently demonstrates our core values.

2.      *Operates Call Center equipment to respond quickly and accurately to each customer requesting assistance.

3.       *Operates computer to access patient room assignment/appointment information, doctors' directory, and employee directory.

4.      *Places long distance calls in accordance with designated procedures.

5.       *Provides detailed information related to Bryan Health sites including furnishing telephone extension numbers, addresses, on-call information, hours of operation and assisting in locating staff and physicians.

6.      *Locates individuals by using overhead paging, beepers, cell phones and  the Vocera system.

7.       *Follows proper protocol in response to all emergency situations at both hospitals, including backup/manual process if Call Center system fails.

8.      *Follows proper protocol to contact multiple On-Call Teams to perform emergency procedures; assists in maintaining accuracy of all On-Call lists; maintains logs related to these events.

9.      *Performs multiple tasks simultaneously in order to assist users expeditiously.

MINIMUM QUALIFICATIONS:

High school diploma or equivalency preferred.   Prior telecommunications/call center experience preferred.