What are the responsibilities and job description for the Call Center Operator - Kettering - PBX - Kettering - Resource position at Kettering Health?
Overview
Kettering Health is a not-for-profit system of 13 medical centers and more than 120 outpatient facilities serving southwest Ohio. We are committed to transforming the health care experience with high-quality care for every stage of life. Our service-oriented mission is in action every day, whether it’s by providing care in our facilities, training the next generation of health care professionals, or serving others through international outreach.
Campus Overview
Kettering Health Main Campus
- Kettering Health Main Campus, formerly Kettering Medical Center, is the flagship hospital of Kettering Health and has been serving Kettering, Ohio and the Greater Dayton area since 1964.
- The facility includes the Benjamin and Marian Schuster Heart Hospital, maternity service with a level III neonatal intensive care unit (NICU), and level II Emergency Care.
- In 2020, KH Main Campus received an “A” from the Leapfrog Group, a national patient safety watchdog, ranking among the safest hospitals in the United States.
- Received 4 Star Baby-Friendly Hospital status by the Ohio Hospital Association.
- Awarded as one of the 50 Top Cardiovascular Hospitals by IBM Watson Health in 2020.
- Kettering received the Outstanding Patient Experience Award by Healthgrades (2017-2019).
- Accredited by the American College of Emergency Physicians as a Level 3 Geriatric Emergency Department.
- 465-bed hospital (includes newborn beds)
Responsibilities & Requirements
Job Responsibilities:
- Answer and complete telephone, pager and other communications efficiently
- Adhering to hospital and departmental policies and procedures for eight hospital facilities, Kettering Behavioral Health, stand-alone Emergency Centers and KHN affiliates.
- Maintain appropriate communication links with the department manager, co-workers, physicians, and other hospital personnel, as well as demonstrate effective communication with outside callers (patients, patients’ families, and other members of the community) with excellent customer service skills.
- Initiates and follows-through on emergency/clinical code procedures and emergency/clinical group paging to help ensure the safety of our patients, visitors and staff.
- Must be available to work varied shifts (1st, 2nd, 3rd on occasion).
- Must be available to work weekends (Friday, Saturday, Sunday). Performs other duties as assigned.
Job Requirements:
- High school diploma or equivalent required.
- A minimum of 3 years of healthcare-centered customer service and telephone operator or call center experience are required.
Preferred Qualifications
Skills:
- Strong communication and listening skills.
- Excellent customer service.
- Attention to detail, with the ability to follow verbal or written directions precisely.
- Skilled in computer operations with the ability to work with multiple computer software programs.
- Ability to multi-task and perform well under pressure, in a fast-paced environment, demonstrating flexibility and excellent decision-making skills.
- Ability to problem-solve and work independently.
- Ability to handle calls with emergent situations that may be sensitive or challenging in nature with efficiency and discretion.
- 3rd shift availability HIGHLY preferred.
