2nd shift / Call Center Representative - CMH Call Center

Overview

This position supports the communication needs of the Medical Center staff, Physicians and their patients, the general public and answering services, by directing all telephone traffic to their appropriate locations in an efficient and courteous manner. This position also provides paging services for announcements, emergent conditions, physicians, and personnel contacts.

Qualifications

Certifications : , Education : , Work Experience : Customer service

Responsibilities

Provides efficient and timely call handling

Maintains a 95% average in answer time

Maintains a 95% average in being in the ON position on the switchboard

Handles the customer's request and keeps the pace of the call moving and manages call time effectively

Directs calls to the appropriate destination

Determines the caller's needs and refer the caller to the appropriate party when operational problems occur in the routine handling of telephone traffic. These occurrences are reported to the Lead Customer Service Representative or Manager for review and action

Verifies caller identity and provides accurate information to the customer

Demonstrates good procedures skills; knows location of policy and procedures manual

Follows call guidelines and scripts

Uses systems tools (faxing, paging, status's, transfer / dial keys, etc.)

Customer Interaction and Relationship

Listens to and empathizes with customers; acknowledges customer concerns

Gathers information to determine customer's needs

Applies problem solving skills and solved the inquiry effectively. Communicates information about the resolution of the inquiry to the customer clearly and completely

Controls the pace and flow of the conversation

Responds to Stats, Disasters, and Codes following policies and procedures

Monitors and responds to access controls, panic alarms, fire computer and alarms, intercoms and CCTV monitors

Acknowledges incoming Security calls or alarms and dispatches Security Officers to the appropriate locations

Maintains and enhances their knowledge and capabilities during emergency and non-emergency situations, performing multiple duties rapidly, calmly, and effectively to achieve the responses needed

Keeps abreast on all call disasters and security policies

Contacts appropriate personnel for all codes, disasters and stats

About Us

Find it here.

Discover the job, the career, the purpose you were meant for. The supportive and inclusive team where you can thrive. The place where growth meets balance - and opportunities meet flexibility. Find it all at Carle Health.

Based in Urbana, IL, Carle Health is a healthcare system with nearly 16,600 team members in its eight hospitals, physician groups and a variety of healthcare businesses. Carle BroMenn Medical Center, Carle Foundation Hospital, Carle Health Methodist Hospital, Carle Health Proctor Hospital, Carle Health Pekin Hospital, and Carle Hoopeston Regional Health Center hold Magnet designations, the nation's highest honor for nursing care. The system includes Methodist College and Carle Illinois College of Medicine, the world's first engineering-based medical school, and Health Alliance. We offer opportunities in several communities throughout central Illinois with potential for growth and life-long careers at Carle Health.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Carle Health participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization. | For more information : human.resources@carle.com.

Compensation and Benefits

The compensation range for this position is $15.45per hour - $25.03per hour. This represents a good faith minimum and maximum range for the role at the time of posting by Carle Health. The actual compensation offered a candidate will be dependent on a variety of factors including, but not limited to, the candidate's experience, qualifications, location, training, licenses, shifts worked and compensation model.

Carle Health offers a comprehensive benefits package for team members and providers. To learn more visit careers.carlehealth.org / benefits.