Customer Resource Rep – Full Time – Variable Shift

JOB SUMMARY

Provides excellent customer service to internal and external callers in a polite, helpful, and professional manner. Acts as an expert in department services, including telephone triage support services, physician answering service, and physician referral services. Provides callers physician referrals, information related to hospital programs, educational classes, and other requests related to hospital services and physician practice. Supports efforts that ensure delivery of safe patient care and services and promote a safe environment at Children’s Healthcare of Atlanta.

EDUCATION

• High school diploma

CERTIFICATION SUMMARY

• No professional certifications required

EXPERIENCE*

• 1 year of experience in word processing

PREFERRED QUALIFICATIONS*

• 1 year of college or advanced medical secretarial training
• 2 years of experience in a call center or telephone handling
• Experience in Microsoft Word and Excel
• Bilingual

KNOWLEDGE SKILLS & ABILITIES*

• Must type a minimum of 25 words per minute
• Windows competency
• Excellent written and verbal communication skills using correct English grammar
• Proven excellent customer service skills
• Must have a basic understanding of medical terminology
• Able to work in a high-volume, fast paced environment
• Must possess a clear and professional voice for calls and announcements
• Must be detail oriented and self-directed
• Must possess problem-solving skills

JOB RESPONSIBILITIES*

• Receives telephone inquiries from callers and transfers or refers to appropriate department (e.g., nurse telephone triage line, physician referral service, appropriate hospital department or physician practice) or outside office using approved transfer and referral procedures.
• Understands and is proficient in all department resources, programs, and applications available to accomplish assigned tasks.
• Uses public address system as requested by authorized personnel for announcing urgent and specific hospital-related announcements.
• Screens all patient assistance calls and provides specific information as requested by parents, doctors, and authorized hospital personnel.
• May assist with administrative support to the department as needed (e.g., filing, scanning, restocking supplies).
• Exhibits superior customer service and maintains a quality standard consistent with the goals of the department.
• Interacts professionally and in a calm manner with callers to acquire necessary information.
• Enters demographic and clinical information in tools for clinical advice calls and registration purposes to support care coordination efforts.
• Handles a high volume of calls and adjusts skills to meet quality and productivity expectations.
• Supports continuing improvement of quality and service.

SYSTEM RESPONSIBILITIES*

Safety: Practices proper safety techniques in accordance with hospital and departmental policies and procedures. Responsible for the reporting of employee/patient/visitor injuries or accidents, or other safety issues to the supervisor and in the occurrence notification system.

Compliance: Monitors and ensures compliance with all regulatory requirements, organizational standards, and policies and procedures related to area of responsibility. Identifies potential risk areas within area of responsibility and supports problem resolution process. Maintains records of compliance activities and reports compliance activities to the Compliance Office.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be an exhaustive list of all job duties performed by the personnel so classified.

PHYSICAL DEMANDS*

Ability to lift up to 15 lbs independently not to exceed 50 lbs without assistance

Bending/Stooping – Occasionally (activity or condition exists up to 1/3 of time)

Climbing – Occasionally (activity or condition exists up to 1/3 of time)

Hearing/Speaking – Effective communication with employees, supervisors/managers and staff. Effective communications with patients and visitors, as required.

Lifting – Occasionally (activity or condition exists up to 1/3 of time)

Pushing/Pulling – Occasionally (activity or condition exists up to 1/3 of time)

Sitting – Constantly (activity or condition exists 2/3 or more of time)

Standing – Occasionally (activity or condition exists up to 1/3 of time)

Walking – Frequently (activity or condition exists from 1/3 to 2/3 of time)

WORKING CONDITIONS*

Some potential for exposure to blood and body fluids