Communication Center Representative

POSITION SUMMARY:

Communication Center Representatives are often the first people to greet and work with new and existing patients, referring physicians, vendors, and the public inquiring about general information related to UW Health’s services, programs, and staff. Outstanding customer service skills, professionalism, compassion and empathy are critical in this role. The Representative is at the center of all internal messaging and paging services, pager administration, and on call schedule maintenance for many departments throughout the system. The Communication Center functions as the off-hours clinical answering service for UW Health and their affiliates. The Communication Center Representative provides emergency line services for the entire UW Health enterprise which requires the ability to act quickly and accurately in a critical environment when executing codes which are often life or death situations.

EDUCATION/TRAINING:

Minimum:

• High School diploma or equivalent

Preferred:

• Associate or Bachelor’s degree in Healthcare, Information Technology, Business, or related field

LICENSURE/CERTIFICATION:

Minimum:

• N/A

Preferred:

• N/A

EXPERIENCE:

Minimum:

• Demonstrated capabilities in use of computer and phone technologies.
• Demonstrated success in active listening and effective communications.

Preferred:

• Prior experience in customer service or call center operations.
• Experience in a large, automated call service center and familiarity with at least one form of call processing software preferred.

REQUIRED SKILLS, KNOWLEDGE, AND ABILITIES:

Emerging proficiency in the following areas:

• Communication
• Critical Thinking
• Respect for People
• Continuous Improvement
• Organizational Awareness / Understanding

Intermediate proficiency in (1) one or more of the following Communication Center competencies:

• Customer Service
• Escalation
• Troubleshooting
• Mentor and Teach

Other Required Knowledge, Skills, and Abilities:

• Demonstrated ability to provide excellent, compassionate customer service.
• Computer proficiency in software programs such as office applications, email, and online systems.
• Ability to remain calm during stressful situations.
• Ability and commitment to maintaining patient confidentiality per HIPAA regulations.
• Basic knowledge of medical terminology.
• Ability to act independently and demonstrate effective problem-solving skills.
• Ability to stay current on all hospital policies relating to patients, employees, and visitors.
• Ability to use active listening skills in providing services to callers.
• Ability to learn and follow department processes and protocols.
• Ability to learn and maintain knowledge of the various unit locations and functions and the specific guidelines governing visitors, calls and deliveries to each unit.