COMMUNICATION CTR OPERATOR I

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About Duke Health Technology Solutions

Pursue your passion for caring and innovation with Duke Heath Technology Solutions, which is dedicated to the transformation, development, and management of enterprise information technology solutions across Duke Health. By harnessing the power of innovative technologies like cloud computing and artificial intelligence — and pairing them with a forward-thinking approach — Duke Health Technology Solutions is revolutionizing the future of health care at Duke Health and beyond.

JOB DESCRIPTION

Hours: 6:30am-7:30pm, Friday, Saturday, Sunday and Monday's 6:30am-10:30am 

Call center agent needed for major university and health system in a 24/7 operation. Responsible for answering telephone calls from the public and internal university/hospital system, facilitating communications throughout the hospital system through the use of multiple communication tools and systems. Serves as the Information Center for staff, physicians and the community.
Job Summary:
The Telephone Operator is responsible for answering all incoming calls to Duke University and Health System. Knowledge of business office procedures. Grammar, spelling, punctuation, and typing skills. Skill in answering the telephone in a professional, pleasant, and helpful manner. Ability to speak clearly and concisely. Ability to read, understand, and follow oral and written instruction. 
Responsible for answering telephone calls from the public and internal university and hospital systems, facilitating communications throughout the institution through the use of multiple communication tools and systems. Serve as the Information Center for staff, physicians and the community.
Job Responsibilities:
•    Manage calls and information flow in a 24/7 in a large university and medical center setting 
•    Must have prior call center experience 
•    Be able to perform multiple tasks simultaneously, have excellent communication skills (good listening skill and clear diction)
•    Must have good judgment and decision making skills (particularly in emergency situations, integrate new information with accuracy and speed, self-motivated to find information needed and to work with the team. 
•    Be able to receive and dispatch emergency code calls with accuracy and speed
•    Customer service, confidentiality, strong comfort level with computers, basic knowledge of health care and medical terminology are essential.
•    Answer calls on a multi-line system, determine the caller's need, and transfer the call to the appropriate department. May need to research within software database to determine how to assist the caller (department referrals, physicians, appointment line, learning new systems etc.)
•    Having a clear, professional speaking voice and providing excellent customer service to all customers are key! 
•    Screen telephone calls to ensure routing to the appropriate department or individual.
•    Ability to talk and type simultaneously
•    Computer literate
•    Typing speed of 40 WPM minimum with 90% accuracy
•    Excellent spelling
•    Excellent Customer Service skills
•    Exceptional phone etiquette
•    Have a positive attitude
•    MS Office knowledge required
•    Bilingual is a plus 
•    Ability to work together as a team is a must

Education:
•    High school education or GED
Experience:
•    At least two years medical office experience required. 
•    One year office switchboard experience required. 
•    Basic computer and keyboarding skills required. 
•    Must be available to work flexible days and hours.
JOB REQUIREMENTS
•    1-year minimum working experience in a Community Based Organization or Customer Service.

SKILLS PREFERRED:
•    Proficiency in written and verbal English and targeted language.
•    Exceptional customer service skills.
•    Professional telephone manner.
•    Proficiency in PC/MAC – working knowledge of Microsoft Office applications,  
•    Ability to prioritize assignments to complete work in a timely manner.
Operator II- In addition to the duties described for Operator I, Operator II recruits will:
•    Monitor and respond to clinical, facility and safety alarms 
•    Ensure quality results by adhering to procedures; recommend improvements to procedures
•    Participate in a schedule rotation to ensure 24x7x365 support 
•    Customer service, confidentiality, strong comfort level with computers, basic knowledge of health care and medical terminology are essential.
•    Answer calls on a multi-line system, determine the caller's need, and transfer the call to the appropriate department. May need to research within software database to determine how to assist the caller (department referrals, physicians, appointment line, etc.)
•    Having a clear, professional speaking voice and providing excellent customer service to all customers are key! 
•    Must also have prior experience answering and routing calls using a multi-line phone or system, and must be comfortable using a computer for research/emails and learning new systems.
•    Screen telephone calls to ensure routing to the appropriate department or individual.
•    Ability to talk and type simultaneously
•    Computer literate
•    Typing speed of 40 WPM minimum with 90% accuracy
•    Excellent spelling
•    Excellent Customer Service skills
•    Exceptional phone etiquette
•    Have a positive attitude
•    MS Office knowledge required
•    Bilingual is a plus 

•    Effective communication and interpersonal skills
•    Teamwork is essential

Education:
High school education or GED
Experience:
•    At least two years medical office experience required. 
•    Five year office switchboard experience required. 
•    Basic computer and keyboarding skills required. 
•    Must be available to work flexible days and hours.
JOB REQUIREMENTS
•    2-year minimum working experience in a Community Based Organization or Customer Service.

SKILLS PREFERRED:
•    Proficiency in written and verbal English and targeted language.
•    Exceptional customer service skills.
•    Professional telephone manner.
•    Proficiency in PC/MAC – working knowledge of Microsoft Office applications,  
•    Ability to prioritize assignments to complete work in a timely manner.

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.