A Call Center Specialist employed by Erlanger Health System is responsible for answering all in-bound calls to the Call Center and making outbound calls to our customers. Responsibilities also include retrieval of patient/caller information from various transmittal modes and entering pertinent data into a computerized system as well as forwarding information to appropriate health care professionals. May perform clerical support to include mail, copying and other clerical duties as assigned.
Required: High school diploma or its equivalent in educational achievement
De-escalation training, if applicable
Preferred: Some college
Required: Computer competency including data entry. Experience answering multiple lines/switch board experience. Familiarity with computer keyboard and able to type.
Preferred: Operator and receptionist experience. One year experience in medical field using medical terminology
Position Requirement(s): License/Certification/Registration
Department Position Summary:
Operates a Computer Telephone Integrated Switchboard and other communication equipment in order to provide various types of communications throughout the Health System. Switchboard operations include but are not limited to answering, disseminating, transferring and/or conferencing the following types of general calls: employee, physician, department and patient. Performs data entry and completes various forms and logs as needed. Provide training to new hires as needed. Must be able to work and communicate with the public and co-workers. Always poised, courteous, pleasing personality and good telephone voice. Must possess the ability to learn proper switchboard communication techniques. Must possess good customer service skills and ability to make logical decisions in timely manner. Ability to work in high volume, fast-paced environment under time and material sensitive conditions. Must be able to sit in a confined position for long periods of time. Must be flexible to work varied shifts and days, including weekends and holidays as needed to provide seven-day service. Other duties as assigned. The employee must be able to enter patient/caller data into the computerized system. Demonstrates the ability to organize and complete high volume work load accurately with minimal supervision. Requires high levels of concentration for extended periods of time. Ability to demonstrate customer oriented priorities with poise, pleasing personality, excellent phone etiquette, and courtesy. Ability to operate office copier, facsimile, printer, computer, pagers, and telephone. Ability to work in a typical office setting with occasional stressful situations. Ability to recognize emergent calls and to rate all calls according to their urgency as determined by a value system developed by the call center. Ability to relate and communicate well with people on broad socioeconomic and professional continuums. Ability to perform duties while ensuring confidentiality and privacy for the caller and patient. Work with registered nurses and department leads and direction for continuous quality improvement. Accesses reports and collects data as required. Competency is evaluated periodically by direct observation and auditing of call recordings. Competency can also be evaluated by assessment based on objective criteria that is reviewed and validated using daily reports generated by the LVM program.
|Date Posted||July 30, 2020|
|Date Closes||October 28, 2020|
|Located In||Chattanooga, TN|