Call center director Jobs in Honolulu, HI

Hawaii Island Community Health Center

Job Title- Call Center Operator

POSITION FUNCTION SUMMARY

Under the general direction of the Director of Clinical Operations and direct supervision of the Call Center Manager, the Call Center Operator (CCO) must be able to answer a multi-line switch board rapidly and direct calls to the correct destination without any delay. The operators greet the caller, answer questions, route calls appropriately, accurately document information as needed, and provide professional and courteous customer service.

Duties and Responsibilities

Answer a high volume of inbound calls while maintaining a swift response rate, in accordance with organizational standards. In general, their role is to resolve customer issues and process requests which vary depending on the needs of each caller.

II. ESSENTIAL DUTIES AND RESPONSIBILITIES

This position may have various work assignments within HICHC. This description is intended to be generic in nature, and as such it does not detail all duties and responsibilities of the job assignment. Various duties, responsibilities and accountabilities may be assigned to an incumbent in this position depending on program needs, and may include but not be limited to the following :

Call Center Activities

• Answers the telephone promptly and courteously, screens calls, and connects callers to the appropriate departments, offices, or individuals.
• Verifies callers and their contact information.
• Provides general information to callers about programs, functions, and services available through HICHC.
• Identifies and directs inquiries for urgent appointments to designated triage nurse(s).
• Assists with scheduling, rescheduling, canceling, and confirming clinic appointments for new and returning patients.
• Forwards calls requesting referrals, medication refills, lab test orders and results to the appropriate departments or personnel.
• Maintains daily records on the numbers and types of patient calls / encounters.
• Ensures customer satisfaction by striving to maintain a positive, empathetic, and professional attitude towards patients / callers at all times.
• Communicates with callers / patients effectively by actively listening, acknowledging their requests or complaints, and facilitating access to services or resolution of complaints.
• Remains aware of services offered throughout the clinic and in the community that will serve the patient's needs.
• Registers new patients and updates registration information for existing patients to facilitate scheduling appointments, directing to triage nurse, or routing to other departments for assistance.
• Collects and updates personal, demographic, health, and insurance information and enters data accurately in the patient's chart.
• Follows department protocol in handing difficult, angry, or disruptive callers.
• Participates in ongoing customer service, telephone and software skills, and other training as directed by department Manager.

III. POSITION SPECIFICATION

Requirements of Position

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience

Knowledge, Skills and Abilities

Language Skills

Personal Characteristics

Personal characteristics include : a team player, high integrity, multitasker, communication and customer relations skills, regular work attendance, courteous and friendly, able to work well with diverse groups of people, gain and maintain the respect of others, accept HICHC mission and values.