Call Center Rep

1. Utilizes multi-tasking skills to process requests for service from incoming calls, faxes, and printouts by dispatching, coordinating, documenting, and tracking requests.

2. Uses all hardware and software proficiently to create, track and report information related to all Support Services work requests, assets and personnel information.

3. Answers telephone within 3 rings, appropriately greets each customer, and interacts with customers in a professional manner at all times.

4. Enters requests in computerized systems while caller is on the telephone.

5. Appropriately places callers on hold and transfers ph1 calls as needed.

6. Ensures quality level of service by completing Quality Assurance call backs on work orders.

7. Notifies customers of delays or cancellations in a timely manner.

8. Completes necessary logs, reports, and documentation of service requests, incidents, and other required information according to established guidelines.

9.Utilizes critical thinking skills in monitoring facility security alarms, video and audio surveillance systems, weather conditions and informational websites.

10. Monitors, operates, and responds to alarms, including fire, elevator, maintence, medical gas, pneumatic tube system, and security.

11. Responds to Code Blue, Dr. Pink, Code 99, Code Orange, and other emergency situations by taking appropriate action.

12. Monitors and activates access control for entry into Hospital during periods of restricted access.

13. Responsible for accurate dispatching, coordinating, documenting, and tracking information related to alarms and surveillance systems.

14. Monitors and operates routine and emergency communication equipment including 2-way radio base stations, pagers, printers, fax machines, emergency ring-downtelephones, and electronic mail.

15. Monitors and documents pertinent facility status and information including emergencies, shutdowns, construction, and blocked patient rooms, and personnel list of key contacts on duty or on call for the departments serviced by the Call Center.

16. Performs tasks as directed by Operations Administrator and/or Incident Commander as needed in emergency situations.

17. Maintains distribution/key control system and equipment check in/out, and ensures accurate documentation of transactions.

18. Distributes keys to Public Safety Representatives, Building Services personnel, and Transporters as needed.

19. Distributes 2-way radios to Transporters, Public Safety Representatives, and Couriers.

20. Distributes bar code readers to Couriers.

21. Responds in a proactive manner to service concerns, resolving such matters according to established guidelines in a prompt manner.

22. Contacts appropriate management staff for unusual circumstances in a timely manner to maintain a high level of patient satisfaction.

23. Notifies management of employee call-ins and late notices.

24. Maintains confidentiality of sensitive information and informs management of pertinent issues.

25. Demonstrates the componets of the I CARE values statement.

26. Demonstrates ServicePRIDE Standards.

27. Maintains supply of Service Recovery coupons and documents distribution.

28. Follows all safety rules while on the job. Performs duties in a safe manner, using appropriate equipment and methods, to reduce injuries. Reports accidents according to policies and procedures, and corrects minor safety hazards. Remains in compliance with hand hygiene and handwashing guidelines. Ensures compliance with Hospital and System policies related to patient, employee, and public safety.

29. Performs all other job-related duties as assigned.

EDUCATION REQUIREMENTS

High School diploma, G.E.D., or equivalent work experience required; some college preferred.

EXPERIENCE REQUIREMENTS

2 years’ of related work experience.

CERTIFICATES, LICENSES AND REGISTRATIONS REQUIRED: N/A

SPECIAL KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

1. High School Diploma, G.E.D., or applicable experience required; some college preferred.

2. Excellent oral and written communication skills, and customer service skills required.

3. Excellent data entry skills required.

4. Knowledge of computer operating systems and the ability to work between various software programs simultaneously.

5. Minimum of two years dispatching and/or call center experience.