What are the responsibilities and job description for the Switchboard Operator (Casual) position at Nemours?
Nemours is looking for customer-service oriented individuals to join its growing Switchboard team. As a member of this team, you will serve as the first point of contact for patients entering Nemours Healthcare System. Schedule : Wednesdays and Saturdays from 11pm - 7 : 30 a.m. For this position you would need to be flexible due to department coverage needs. This could mean adjusting shift times and / or picking up additional hours. Although this position is a casual / part-time position, you would need to be available to ensure full time hours for approximately 6 - 8 weeks to complete education / training / shadowing and to ensure you could work independently. Essential Functions :
- Promptly answers incoming calls, asks appropriate questions to properly direct the call.
- Makes outbound calls when follow-up is needed.
- Provide a smooth transition for all internal and external customers by utilizing excellent customer service skills and effective communication.
- Ensure urgent calls are handled with priority and escalation processes are utilized when necessary.
- Practice de-escalation and service recovery methods.
- Utilizes all available resources so calls are directed timely and accurately.
- Always offer specific directions when applicable.
- Stay up-to-date on provider and appointment scheduling changes.
- Interact with coworkers and clinic personnel in a professional manner.
- Communicates effectively with patients, physicians, and other departments regarding delays.
- Consistently achieve team metric standards and expectations.
- Brings forth any compliance / ethic issues and recommendations for operational improvement.
- Additional miscellaneous duties and responsibilities may be assigned from time to time by your supervisor.
- Demonstrate reliability in daily work practices with a clear understanding of Nemours policies and procedures. Requirements :
- Excellent communication and problem-solving skills
- Delivery of quality customer service
- Strong computer skills and ability to navigate multiple screens while talking
- Consistently display a professional demeanor
- Maintain or exceed minimum quantitative and qualitative performance metrics
- Complete annual training
- Qualifications :
- Education : High School Diploma
- Experience : Customer service, call center preferred The switchboard team many times the first contact that a family is introduced to the Nemours Healthcare System. We need to do everything possible to ensure that interaction is a positive one. Our dedication to professionals who are dedicated to children frequently earns Nemours a spot on the list of top workplaces in the communities we serve. Our Associates enjoy comprehensive benefits, including our unique 'Bridge to a Healthy Future' pediatric health plan, an integrated wellness program, opportunities for professional growth, and much more. As an equal opportunity employer, Nemours focuses on the best-qualified applicants for our openings.
