Call Center Representative

DUTIES & RESPONSIBILITIES:

1. Operate telephone switchboard, answering all incoming calls in a timely and professional manner; assist patients with information and directions to specific areas in the hospital; respond quickly and effectively to all emergency codes using proper hospital procedures.
2. Utilize overhead paging system to issue fire alarms, disaster alerts, emergency codes and STAT calls. Make announcements as requested.
3. In the event that the fire alarms sounds, notify the Fire Department when off line by pulling the handle on the firebox located on the right side of the telephone operator's station.
4. Review medical staff schedule, provide on-call information and contact medical staff when requested.
5. Record all emergency codes, internal/external disasters, overhead pages and number of fire drills conducted per tour.
6. Complete end of tour report and submit to managers and team. Also, input each entry into the specified emergency code book.
7. Communicate patient needs to appropriate personnel, following proper reporting procedures in compliance with HIPPA laws.
8. Provide general information, directory assistance, and assistance in dialing international calls, long distance calls and conference calls.
9. Report routine equipment failures to department supervisors and note information on repair log.
10. Keep abreast of hospital events that may generate calls and inquiries from those outside the hospital.
11. Report status of console operation to relief personnel and supervisor via email when leaving switchboard including pertinent information about hospital staff and events.
12. Perform data entry into automated programs to track pertinent data, depending on assignment. Type memoranda, and other copy material.
13. Gather appropriate forms and documents, search for and copy documents from archived records and forward to requestor.
14. With the approval from the department director; respond to requests for information via e-mail, phone or in-person.
15. Sort, file and maintains alphabetical, numerical, and subject filing systems.
16. Update directory by removing outdated information and adding new staff/information.
17. Check and compare data for accuracy and completeness.
18. Open, sort and distribute incoming mail and process outgoing mail.
19. Maintain inventory of supplies and prepare a list of supplies to be ordered.
20. Reproduce and distribute materials as needed.
21. Greet visitors; respond to questions, provide information, document, and instructor direct visitors to appropriate party.
22. Answer repair line (1Fix ext. 1349), complete work order and submit for resolution.
23. Retrieve voice mail messages and handle appropriately.
24. Follow-up with appropriate staff or department to ensure repairs are being addressed.
25. Interacts with co-workers and network staff in a courteous and professional manner.
26. May be assigned other related tasks as deemed appropriate and necessary.

Required Skills & Experience:

• Three (3) years of experience and Bilingual (facility specific).
• Strong verbal and written communication skills are crucial for interacting clearly and professionally with customers.
• Active listening providing full attention to callers to understand their concerns and needs.
• Effective problem-solving to analyze a situation, identify core issue and find effective solution.

Knowledge, Skills, Abilities and other Requirements:

• Bilingual Spanish is a plus
• Knowledge of Microsoft Office Suite and ability to type a minimum of 40wpm
• Customer service orientated
• Must be able to work mandatory overtime and in a 24/7 environment, including weekends, holidays and off tours
• Past work experience answering a multi-line system

Educational Level:

• High School/GED

Schedule Notes

• Includes Weekends..
• 4:00 PM-12:00 AM
• Please indicate in submission if the candidate is available to support on weekends and shift requirement clearly.
• First two weeks require training wherein the employee will report to the facility from 8:00AM-4:00PM.
• 35 hours/weekly

Department Name

• TELECOMMUNICATIONS

ATD Technology, LLC is a certified minority woman owned business that creates opportunities to match qualified individuals with client programs while meeting all parties' financial and technical goals. ATD is a full service provider with offerings in Contract, Permanent and Temp-to-Perm staffing solutions. We serve Fortune 1000, mid cap and small cap companies in the Commercial, Public and Government sectors.