Contact Center Support Operator II

Job Responsibilities:

• Answer and process internal medical emergency events (codes) and follow prescribed protocols established by Critical Care Response Committee.  Medical emergency event calls vary in code type (Code Blue, Rapid Response, Code Violet, Code Silver/Active Threat, etc.) and require operator to follow different steps depending on code. Steps may include paging critical response teams, alerting security and executing overhead pages
• Answer inbound calls, search database or reference material to obtain needed information to transfer caller to appropriate destination within established metrics and productivity standards
• Navigate through the QGenda on-call system to identify on-call provider. Process on-call via alpha page or phone call to the provider with patient details
• Process special protocols for Main Campus including Shock team, LVAD, Patients Plus, Transplant and Ortho reconstruction hotline
• Handles calls for multiple hospital sites including Main Campus, Avon Hospital, Euclid Hospital, Hillcrest Hospital and South Pointe Hospital
• Offer special assistance to person who are unable to dial or who are in emergency situations; provide relay service for hearing impaired callers.
• Answer routine questions and provide information to the public about the organization using electronic database and other tools and reference materials. Call types and questions can vary based on a variety of factors (seasonal changes, marketing campaigns, new medical studies, etc.)
• Perform various data entry tasks, such as updating application database, phone directories and other electronic reference material
• In emergency situations may answer internal medical emergency calls as a backup to maintain business continuity. Medical Emergencies will be processed and dispatched following prescribed protocols established by Critical Care Response Committee.
• Work in Epic to view or look up patient information using the house census and provide patients with appointment details such as location, provider, date/time, etc.
• Other duties as assigned

Education:

• High School Diploma or GED required

Languages:

• English

Certifications:

• Emergency Medical Dispatch (EMD) certification preferred

Competencies (Complexity of Work):

• Active Listening:  Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate and not interrupting at inappropriate times.
• Stress: The ability to handle stressful situations and function under pressure with minimal supervision.
• Communication: Ability to handle high volume of calls and adjust based on the individual needs, consistently displaying strong customer service skills and empathy
• Technology: The ability to use computers and navigate across different computer systems. Ability to process  information accurately using various electronic forms and following established protocols

Work Experience:

• A  Minimum of 1 year of call center or telephone operator experience.
• Or 2 years of customer service experience
• Experience in Health care or a related field preferred.

 Physical Requirements:

• Sitting for long periods of time along with repetitive keyboard and telephone work

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment