Call Center Operator

Full time

Healthcare is an industry that relies on seamless access. A Call Center Operator may be the first line of communication for Trinity Health System's consumers and patients. Working in a call center environment, Call Center Operators take inbound calls as well as initiate outbound calls, offering information and answering questions to assist our patients and their families navigate the healthcare experience. Call Center Operators may also assist internal customers. The CCR will listen to and assess our callers' unique needs. The CCR, through their skills and knowledge, will voice the solutions needed to help enhance, expedite, and effectuate an ideal healthcare experience for callers. The Call Center Operator will be expected to facilitate completing standard hospital switchboard calls and processing of in-patient consults, as well as provide back up for the marketing line. Call Center Operators will also have the knowledge base to prioritize complex and emergent situations. Our focus is providing exceptional customer service with empathy while resolving the customers' questions and requests, ideally on their first call.

This position is 100% on-site; there is no option to work remotely in this role. Only candidates with the ability to commute to our Main Campus for each scheduled shift will be considered.

SKILLS, KNOWLEDGE, EDUCATION AND EXPERIENCE:

• High school education or GED equivalent.
• Customer service experience required; previous experience in a Call Center, or an Operator Console environment in a healthcare setting is preferred.
• Able to multi-task; Ability to function calmly and efficiently in a fast-paced environment and during emergency situations. Work is frequently performed under pressure.
• Able to exercise judgment when responding to high-stress and emergency situations.
• Data entry and call documentation experience.
• Proficient in operating a standard desktop and Windows based computer system, including but not limited to, EMR, Microsoft Office, intranet. Ability to use other call center software as required while performing the essential functions of the job.
• Excellent communication skills in both written and verbal forms, including proper phone etiquette.
• Ability to work a flexible schedule during assigned shift and cover absences in other shifts as needed. Applicants demonstrating dependability and flexibility in scheduling given preferential consideration.
• Ability to work effectively with various levels of organizational members and diverse populations including staff, leadership, physicians, patients, and family members.
• Able to speak clearly, with a pleasant voice, using proper English grammar.
• Ability to sit for long periods of time, and process detailed information for 80% of work time.

ESSENTIAL FUNCTIONS:

Answers and processes telephone calls using both electronic and paper-based documentation. Performs paging requests and public address announcements. Processes physician consult and referral calls for nursing and physician groups. Provides backup monitoring for multiple emergency alarm systems, a dedicated 911 Emergency Line, Quick Call Weather Alert Radio, and communication with the Security Department. Maintains good rapport and cooperative relationships. Helps to identify problems, offer solutions, and participate in their resolution. Maintains the confidentiality of information acquired pertaining to patient, physicians, employees, and visitors to Trinity Health System. Discusses patient and hospital information only among appropriate personnel in appropriately private places.

Our Commitment to Diversity and Inclusion

Trinity Health is one of the largest not-for-profit, Catholic healthcare systems in the nation. Built on the foundation of our Mission and Core Values, we integrate diversity, equity, and inclusion in all that we do. Our colleagues have different lived experiences, customs, abilities, and talents. Together, we become our best selves. A diverse and inclusive workforce provides the most accessible and equitable care for those we serve. Trinity Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.