IT Call Center Associate - Information Tech (Days)

The Switchboard Operator (Call Center Associate) is responsible for the effective and efficient handling of calls for all facilities and initiating responses for emergency codes. The work is performed in a fast-paced environment where your ability to multi-task and prioritize your work is crucial in the accomplishment of your work tasks. Work tasks include the processing of general information and business calls along with emergency calls. Also monitors the alarm systems for the hospitals, as well as acts as a backup for Tanner Security. The job must be performed with the highest regard for professionalism, confidentiality, speed, and accuracy.

Education :

Ability to read and write

Qualifications

• Individual must complete position training course to a Satisfactory review within the first 90 days of employment.
• Experience using a computer in a professional or academic setting is preferred.
• Excellent customer service and communication skills are required. A distinct speaking voice that is clear and easily understood.
• Emergency communications experience is considered a plus.
• Requires critical thinking skills and good judgment under pressure. Must be capable of reacting logically to unusual situations.
• Position requires the ability to work at a fast pace and make swift decisions to facilitate effective and efficient communication during stressful and emergency events.
• Position requires the interpersonal skills necessary to communicate effectively with a wide variety of hospital personnel, patients, and outside callers in gathering and exchanging approved information.
• Must demonstrate a friendly, responsive, service-minded attitude to all internal and external customers.
• Ability to multi-task and work with frequent interruptions.
• Required to maintain a collaborative, team relationship with peers and colleagues to effectively contribute to the group's achievement of goals and to help foster a positive work environment. Employee communicates ideas effectively. Employee shares information and keeps others properly informed. Employee gives and is open to feedback. The Employee actively contributes to the development and application of process improvements.
• All operators must display excellent grammar, spelling, and professional communication techniques.
• Must be able to work shift work that includes nights, weekends, holidays, and extended shifts. Shifts are subject to change with or without notice.

Statement Of Employment Philosophy

Being a part of Tanner Health System is more than a job, it is a promise we make to treat every patient with exceptional service every time they walk through our doors. Service excellence is the foundation of our organizational culture and the expectations we all set for each other, our patients, physicians and our community. All employees agree to abide by a set of service standards. These standards are the promise we make to provide the best care possible, and represent our beliefs, values and who we strive to become. We each commit to making Tanner Health System a great place for our employees to work, for patients to receive care and for physicians to practice medicine.

Functions

Area of Responsibilities

Compliance Statement

Employee performs within the prescribed limits of Tanner Health System's Ethics and Compliance program. Is responsible to detect, observe, and report compliance variances to their immediate supervisor, the Compliance Officer, or the Hotline.

Required Knowledge & Skills

Education : Ability to read and write

Experience : No prior work experience required

Licenses and Certifications

NONE REQUIRED

Supervision

Qualifications

Definitions

The IT Call Associate is responsible for the effective and efficient handling of calls for all Tanner facilities and initiating response for emergency codes. The work is performed in a fast-paced environment where your ability to multi-task and prioritize your work is crucial in the accomplishment of your work tasks. Work tasks include the processing of general information and business calls along with emergency calls. The IT Call Associate also monitors the alarm systems for the hospitals, as well as acting as a backup for Tanner Security. The job must be performed with the highest regard for professionalism, confidentiality, speed, and accuracy.

Position Responsibilities

Contact with Others : Requires frequent but limited contacts with many others to do job, or extensive contacts with a limited number of categories of people to apply procedures or treatment. Requires discretion and tact to interpret departmental procedures.

Effect of Error : Probable errors may be serious and involve losses such as improper costs, overpayment, waste of material, damage to equipment, and delay in processing work. Effect usually confined within the organization. Most of work not subject to direct verification or check. Regularly works with some confidential data such as account, salaries, patient medical records, which if disclosed might have adverse internal or external effects.

People Management Responsibilities

Supervisory Responsibility : Exercises no supervision, work direction, or instruction of other employees or students

Work Environment / Physical Effort

Mental Demands : Routine duties using one or more of several established procedures within a prescribed practice under general supervision. Involves minor decisions many of which are repetitive.

Working Conditions : Generally pleasant working conditions / normal office environment.

Working Conditions Aspects for Immunizations

Performs tasks involving contact with blood, blood-contaminated body fluids, other body fluids, or sharps (needles) : No

Directly works with Patients less than 12 months of age : No

Physical Effort : Minimum physical effort - Physical demands encountered are those of a typical office job.

Physical Aspects

Bending : Occasional = 1% - 33% of the time

Typing : Frequent = 34% - 66% of the time

Manual Dexterity picking, pinching with fingers etc. : Occasional = 1% - 33% of the time

Feeling (Touch) determining temperature, texture, by touching : Not required

Hearing : Constant = 67% - 100% of the time.

Reaching above shoulder : Occasional = 1% - 33% of the time

Reaching below shoulder : Occasional = 1% - 33% of the time

Visual : Constant = 67% - 100% of the time.

Color Vision : Frequent = 34% - 66% of the time

Speaking : Frequent = 34% - 66% of the time

Standing : Occasional = 1% - 33% of the time

Balancing : Occasional = 1% - 33% of the time

Walking : Occasional = 1% - 33% of the time

Crawling : Not required

Running - in response to an emergency : Not required

Lifting up to 25 lbs. : Occasional = 1% - 33% of the time

Lifting 25 to 60 lbs. : Not required

Lifting over 60 lbs. : Not required

Handling seizing, holding, grasping : Occasional = 1% - 33% of the time

Carrying : Occasional = 1% - 33% of the time

Climbing : Not required

Kneeling : Not required

Squatting : Not required

Tasting : Not required

Smelling : Not required

Driving Utility vehicles such as golf carts, Gators, ATV, riding lawnmowers, skid steer, aerial lift : Not required

Driving Class C vehicles : Not required

Driving CDL class vehicles : Not required

N95 Respirator usage (PPE) : Not required

Hazmat suit usage (PPE) : Not required

Pushing / Pulling up to 25 lbs. : Not required

Pushing / Pulling 25 to 60 lbs. : Not required

Pushing / Pulling over 60 lbs. : Not required