Hospital Call Center Operator - Hospital Lines (evenings / nights)

Hospital Call Center Operator - Hospital Lines (Evenings / Nights)

The Communication Specialist is one of the first points of contact for patients and prospective patients with Carilion Clinic. Working in a call center environment, the Contact Center Specialist serves as a central link of communication between Carilion Clinic, patients, medical staff, and the general public.

Responsibilities include :

• Effectively communicates and demonstrates patient focused telephone etiquette to ensure an easy, empathetic, solution-oriented experience while answering and facilitating calls across the Carilion Clinic service area. Calls are received, screened, and routed quickly and appropriately based on the facility called and the callers need. Expedites customer inquiries, requests, and / or complaints using excellent public relations skills.
• Answers after-hours calls for physician practices, paging on call providers using a secure messaging platform.
• Receives and processes clinical codes and hospital emergencies by notifying appropriate personnel, following established protocols and procedures. Prioritizes calls and notifications correctly and promptly while rendering good judgment. Recognizes, reports and records emergency events. Follows up on all events to ensure that the necessary individuals and teams responded.
• Confirms appointments and provides basic appointment information after properly authenticating patients to ensure the protection of private health information.
• Demonstrates proficiency and skill in responding to multi-channel communications. Maintains acceptable call metrics including average speed of answer, average handle time, and AUX ratio.

Work is performed in a busy call center environment. To provide exceptional service, the Contact Center Specialist is required to navigate multiple systems simultaneously and is expected to be available or talking with patients and healthcare professionals 80 percent of the day, with the ability to service inquiries without consultation. Average incoming call volumes can exceed 100 calls per hour during peak call-time. Position may be eligible for and / or required to telework based on work team and business need. Work may be stressful at times and can directly impact patient care. Hours may vary and additional time or overtime may be required to meet workload requirements.

What We Require :

Education : High school diploma or equivalent required. Experience : Three years customer service experience preferred. Other Minimum Qualifications : A demonstrated ability to work effectively in a fast-paced team environment, manage difficult and emotional situations, remain calm under stress, display empathy and maintain positive communication is required. Must have strong keyboarding and computer skills.

This job description is only meant to be a representative summary of the major responsibilities and accountabilities performed by the incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description.

Benefits, Pay and Well-being at Carilion Clinic :

Carilion understands the importance of prioritizing your well-being to help you develop and thrive. That's why we offer a well-rounded benefits package, and many perks and well-being resources to help you live a happy, healthy life at work and when you're away. When you make your tomorrow with us, we'll enhance your potential to realize the best in yourself. Below are benefits available to you when you join Carilion :