Job Description

Join to apply for the Call Center Operator role at Smilow Cancer Hospital

Overview

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

Provide the 24X7 communication link between physicians, hospital personnel, patients and visitors. Associate utilizes an internal and external communications network including computer systems for patient information, answering service, on call, and directory, computerized attendant console and paging terminal. Responsibilities include the processing of incoming and outgoing phone calls, physician answering service calls, processing all Emergency Life Safety codes, monitoring and reporting alarms, and paging via voice and radio paging systems. Typing and retrieving messages from computers. Must be flexible to work week days, evenings, night, weekends and holiday shifts if needed. Must be able to support all Health System locations including YNHH, BH and GH.

EEO/AA/Disability/Veteran

Responsibilities

• Process Emergency Life Safety Codes
• Answer and Accurately Process Calls
• Demonstrate Positive Peer and Customer Relations Skills
• Management of Pagers
• Maintains On-call Schedules of Hospital Personnel

• Emergency Life Safety Codes: Answers code line on first ring; Page appropriate personnel according to policy; Complete code procedure within 30 seconds; Document codes as instructed.

• Answer and Accurately Process Calls: Answers each call by the fourth ring; Handle 60-80 calls per hour with 95-100% accuracy; Document caller requests for paging; Use call processing software/hardware efficiently; Make audio pages and announcements correctly; Process calls within 15-30 seconds.

• Demonstrate Positive Peer and Customer Relations Skills: Exhibit courteous and professional relations on the phone; Maintain professionalism under duress; Contribute to a positive work environment.

• Management of Pagers: Utilize vendor portal to exchange; Update databases with relevant information; Ensure accuracy of cost center, name, and department information.

• Maintains On-call Schedules: Complete schedules by the first day of the assigned month with high accuracy; Follow schedules consistently; Perform related duties as needed.

Qualifications

• Education : High School Graduate or GED required.

• Experience : Experience using computers in an office environment; Experience answering telephones in a high call volume environment preferred. Knowledge of Cisco and Spok software preferred.

• Special Skills : Ability to type at least 35 WPM; able to work in a team or independently; strong decision-making and customer service skills.

Physical Demands

• Ability to sit, type, write, and communicate; frequent use of headset; ability to lift up to 25 pounds occasionally; good vision and hearing; ability to concentrate under stress; travel to different call centers as needed; reliable transportation required for major weather events.

Adherence to hospital dress code required. Reasonable accommodation will be considered on a case-by-case basis.

YNHHS Requisition ID: 159850

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Management and Manufacturing

Industries

• Hospitals and Health Care

Location: Bridgeport, CT

Referral notice: Referrals increase your chances of interviewing at Smilow Cancer Hospital.

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