CONTACT CENTER SPECIALIST I

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.

• 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 professional's 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.

Schedule - Department:

• Monday-Friday: 2:45 p.m. - 11:15 p.m.

• Every other weekend: 3:00 p.m. - 11:00 p.m.

• On-site - non-remote (Carilion Park View - Roanoke, VA)

• Department (Carilion Direct - Hospital Call Center)