Call Center Specialist

GENERAL SUMMARY:

The Call Center Specialist responds to caller questions and dispatches callers (internal and external) to appropriate extension, pager or cell phone. Interfaces with Health System personnel, medical staff, patients, families, visitors and outside agencies. Follows proper protocol for all emergency situations and maintains confidential information per facility and departmental standards.

PRINCIPAL JOB FUNCTIONS:

1. *Commits to the mission, vision, beliefs and consistently demonstrates our core values.

2. *Operates Call Center equipment to respond quickly and accurately to each customer requesting assistance.

3. *Operates computer to access patient room assignment/appointment information, doctors' directory, and employee directory.

4. *Places long distance calls in accordance with designated procedures.

5. *Provides detailed information related to Bryan Health sites including furnishing telephone extension numbers, addresses, on-call information, hours of operation and assisting in locating staff and physicians.

6. *Locates individuals by using overhead paging, beepers, cell phones and the Vocera system.

7. Reports telephone, pager, and Vocera problems to appropriate personnel.

8. *Follows proper protocol in response to all emergency situations at both hospitals, including backup/manual process if Call Center system fails.

9. *Follows proper protocol to contact multiple On-Call Teams to perform emergency procedures; assists in maintaining accuracy of all On-Call lists; maintains logs related to these events.

10. May assist other departments with routine filing, mailings, distributing phone books and miscellaneous duties.

11. Provides recommendations and problem resolution for queries related to telephone, pagers, cell phones and Vocera.

12. Provides input and participates in teams assigned to identify Call Center standards.

13. *Performs multiple tasks simultaneously in order to assist users expeditiously.

14. Attends required training sessions in order to maintain competency in Call Center software and technological developments.

15. Performs other related duties as assigned.

(Essential Job functions are marked with an asterisk "*". Refer to the Job Description Guide for the definition of essential and non-essential job functions.) Attach Addendum for positions with slightly different roles or work-specific differences as needed.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

1. Knowledge of Health System operations and sites, Call Center paging system, Vocera and telecommunications database software.

2. Knowledge of computer hardware equipment and software applications relevant to work functions.

3. Ability to handle emergency situations quickly, calmly and accurately according to appropriate protocols.

4. Ability to exercise proper judgment in giving information to callers and/or routing emergency calls.

5. Ability to communicate effectively verbally with customers of varying ages, languages and levels of knowledge of the Medical Center.

6. Ability to speak clearly and distinctly, using correct English and a well-modulated voice.

7. Ability to maintain confidentiality relevant to sensitive information.

8. Skill in the operation of telecommunications/call center equipment and paging systems.

EDUCATION AND EXPERIENCE:

High school diploma or equivalency preferred. Prior telecommunications/call center experience preferred.

PHYSICAL REQUIREMENTS:

(Physical Requirements are based on federal criteria and assigned by Human Resources upon review of the Principal Job Functions.)

(DOT) Characterized as sedentary work requiring exertion of up to 10 pounds of force occasionally and/or a negligible amount of force frequently to move objects, including the human body.

Involves sitting most of the time, but may involve walking or standing for brief periods.

Under the Nebraska Radiation Control Act governing the Gamma Knife, employees in this job description are required to be deemed trustworthy and reliable. The information required includes identity verification, a background check, employment and education history.