What are the responsibilities and job description for the Call Center Lead Operator - Call Center - Part-Time position at Woman's Hospital?
The Call Center Lead Operator serves as a resource during scheduled shift. Assists Supervisor in coordinating daily operations of operators, payroll and scheduling. Responsible for creating, maintaining and ensuring the integrity of physician account information in Spok (answering service and call processing system). Performs operator duties including processing calls, monitoring alarms and handling emergency codes for the hospital. Main responsibilities are to provide training for new staff, records of training, and quality assurance. Monitor and evaluate recorded calls for quality/coaching.
Requirements:
- High school diploma or equivalent.
- Two years telecom, answering service, or call center experience.
Responsibilities:
- Working with Supervisor, audit accounts daily, sending out errors to the operators as needed. Update client profiles as needed to aid operators with quick information access.
- Create Excel charts and hyperlink data to client data while sending out reports on KPIs to operators monthly. Work with Supervisor to target training needs and KPIs. Answer operator questions regarding their stats and areas to improve. Train operators on how to read their data and improve their performance.
- Serve as backup resource to Supervisor to set up/troubleshoot SPOK Mobile, create profiles, enter on-call schedules, send or receive contracts/BAAs and Spec Sheets, run reports, maintain MediCall data, open SPOK or IS Helpdesk tickets, create operator schedules, and enter clockings in payroll if Supervisor or Patient Services Assistant is not available.
- Listen to Higher Ground calls and audit daily. Work with Supervisor giving feedback, reports, and sharing recommendations and needs. Follow up with training, reports and recommendations as needed.
- Answer phones during staff shortages or intermittently as needed.
- Train operators on new accounts and onboarding new doctors prior to going live.
Schedule:
Part-Time
Monday – Friday
*may be asked to work various shifts as needed on any shift.
Rotates on call in after hours.
Pay Range:
Hourly/Non-Exempt
$13.00 - $18.00; based on work experience
A Work Experience with Purpose
Woman’s is one of the largest specialty hospitals for women and infants in the United States. We are recognized throughout the country for our innovative programs, and we pride ourselves in surpassing the expectations of those we serve. Providing exceptional patient care and creating exceptional patient experiences are at the center of what we do at Woman’s. Our team consistently exceeds state and national benchmarks for patient satisfaction.
Our employees, organizational culture, mission, vision, values, and benefits make Woman’s a best place to work. In fact, for the 17th year in a row, Woman’s has been recognized as a Best Place to Work by Modern Healthcare – making us the only healthcare organization to earn the distinction every year since the program’s inception. We are proud of the level of care our staff provides to our patients and each other.
If you have any questions or would like to connect with one of our recruiters directly, please e-mail josie.graham@womans.org< /a>" target="_blank" rel="noopener">hrjobs@womans.org
Woman’s Hospital is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, age, disability, genetic information, veteran status, national origin, gender identity and/or expression, marital status or any other characteristic protected by federal, state or local law.
Salary : $13 - $18
