Call Center Resource Rep

Facility: 1800 Parkway Center

Job Summary:

The 956-STAR Call Center is an extension of WellStar's Marketing & Public Relations Department. On a monthly basis, the Call Center Resource Representatives process over 8,000 inbound and outbound calls. The Call Center provides numerous services both internally and externally. The primary function of 956-STAR is to register for System classes/health screenings, provide physician referrals, schedule health screening appointments, and direct customers to WellStar services and location in the system and in the area. In addition, 956-STAR handles external price inquiries for hospital services, schedules Medical Management's diabetes classes as well as oversees the scheduling/registration for System events such as Leadership WellStar, Speaking of Women's Health and Universal Sisters, to name a few. All educational classes offered by WellStar's Organizational Development Department are also processed through 956-STAR. The Call Center Resource Representatives rely heavily on each other. Most importantly, 956-STAR collects over $335,000 in annual revenue for the services listed above via collecting revenue for the System through methods such as payroll deduct, credit cards, and checks. This revenue has to be deposited into the system accounts and directed into various accounts by means of GL account reports. The Call Center Resource Representatives process all payments by telephone and from the wellstar.org online registration.

Core Responsibilities and Essential Functions:

Answer Phone (Conversation may last 60 seconds or 15 minuets) 60 to 70 per day per rep Finding physicians for callers (Primary or Specialty) Class registration (E/Dev, Self mgt, Health Place, Mobile Mammo, CPR Ans safety classes, Health Screenings, Womens Services, Good Life Club, Car Seat Inspections, Bariatric Seminars, Fibroids Seminars, etc) giving special instructions to caller about class, taking payment, answering questions, asking screening questions, giving directions etc. Registering and taking payment for Special Events, Speaking of Womens Health, Universal Sisters, Parenting Conference, etc. Calling participants when classes are canceled and rescheduling them for other events or processing their refunds if necessary. Giving Directions to all WellStar Facilities. Faxing information to other Departments and callers Entering faxed information from The Diabetes and Education areas. Referring and Cross selling classes for other Departments in WellStar. Quoting prices for the system for Outpatient Surgery, Medical Imaging, Laboratory, Radiology, Nuclear Medicine etc. Answering questions generated from WellStar Website, HR application, viewing baby pictures, Hospitals numbers and Locations, etc. Fielding calls and answering questions of sentinel events such as: Hurricane Katrina, Blue Cross Blue shield puling out from Georgia, Medicare Part D applications and changes, etc. Customer Service recovery, taking complaints from callers about the system and/or the Physicians Group. This calls are defused by our representatives in STAR and a Customer Service Representative is found to resolve the matter. Registering Spanish speaking callers for Gestational Diabetes classes and Car Seat Inspections. Helping Spanish caller find Doctors and services in their areas. Helping Spanish callers communicate their needs to Admissions, Billings and other Departments in our System. (All representatives answer the phone, including the manager and do all these duties in between calls.) Customer follow-up Calling participants to informed them about class cancellations (sometimes minutes away from the events) 20 participants Pricing If the price to quote is not in the provided lists our Representatives must find the price through in the System and contact the caller with an estimate in 24 Hrs. or less. Sending follow-up letter, directions, WellStar information, and other information requested by callers in a daily basis. Crediting payment and sending vouchers. (Done between taking calls) Maintaining Database Adding classes and services Adding dates for classes Developing repots to measure Incoming calls, Type of calls, amount of referrals, amount of registrations and other measurements requested by specific Departments. Pulling up rosters Canceling classes and closing classes at instructors request (Centramax and Online Centranet) Adding, deleting, and making changes to Physician Data base Collecting data for Marketing on how heard and other service area (ROI) (Done between taking calls) Accounting duties Processing credit card for deposit for classes and events Depositing checks classes and events Processing Payroll Deduct for payment of classes Crediting Payments GL transfers to accounting daily to make sure money deposited goes to the right account. Retrieving vouchers for payments of classes. (Done between taking calls) Reporting General Information report to Org and Dev to help ID system problems General Accounting reports to our internal customers Survey reports from survey cards sent in our daily letters Any request for statistics requested by our Director or other requests (Done between taking calls) Performs other duties as assigned Complies with all Wellstar Health System policies, standards of work, and code of conduct.

Required Minimum Education:

High school diploma Required or GED Required and Two years of college education Preferred

Required Minimum License(s) and Certification(s):

All certifications are required upon hire unless otherwise stated.

Additional License(s) and Certification(s):

Required Minimum Experience:

Call Center or related field Required

Required Minimum Skills:

The atmosphere is extremely busy. A Call Center Resource Representative must have the ability to multi-task, provide excellent customer service and demonstrate exceptional memory, organizational and follow-up skills. Have a great deal of system knowledge, the must be able to give accurate directions to the community from all over the area and they must have excellent critical thinking skills for problem solving. The representative must be able to locate resources for customer, have excellent key boarding and computer skills. Call Center Resource Representatives must follow procedures and processes and adapt to change, when needed. Teamwork is essential. The Call Center Resource Representatives rely heavily on each other.

Salary : $335,000