- Associate's Degree
- Bachelor's Degree
- High School Diploma or GED
St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care.
The Contact Center Representative will provide indirect patient care in a fast-paced Telephone Call Center. Obtains and verifies demographics from callers. Schedules appointments for both new and existing patients. Performs clerical duties and has the ability to multitask in a high call volume atmosphere. Meets the communication needs of the patient/family, office/clinical staff and the medical staff. Responsible for call monitoring, transferring and paging hospital staff, forwarding telephone calls in a fast, efficient and courteous manner and provide general physician paging services as required. Communicates all necessary changes, enhancements and procedures to all necessary department teams. Participates in performance improvement activities as well as Network wide initiatives.
JOB DUTIES AND RESPONSIBILITIES:
Provides callers with appropriate information.
Verifies patient demographics.
Schedules patient appointments.
Places, receives, and routes a high volume of calls via switchboard or other applications.
Maintains working knowledge of switchboard and staff paging features and functions.
Maintains a good working relationship with peers, RN’s, office staff and Physicians.
Answers the phone in a professional manner; takes messages; directs calls to appropriate areas and or to the Nursing staff.
Demonstrates good listening skills and notifies the RN with urgent matters.
Demonstrates a complete knowledge of job responsibilities.
Ability to route patient documentation accurately.
Promptly answers all inbound and internal calls in professional manner; identifying the hospital and using appropriate salutations.
Page members of the hospital staff via radio, paging system(s) and/or public address systems.
Notify required on-call personnel of emergency situations.
Covers Emergency Operator Station, monitoring alarms and alerts to provide notification and dispatch services to security and emergency on call teams as required by the given situation.
Provides base communication support for Emergency Coordinator and/or Hospital Supervisor to assist situation command and control.
Performs other duties as assigned.
Works variable shifts to provide continuous departmental coverage.
Communicates problems to department Leads, Manager, or Director.
Ability to multitask and prioritize accordingly.
Asks questions to clarify misunderstanding.
Performs all functions in computer programs with ease.
Contributes to the statistical duties of a call center as directed by department Director, Manager or Team Leads.
Actively participates in performance improvement and continuous quality improvement (CQI) activities.
Actively participates on unit based shared governance committee and/or other unit or hospital committee or task force if requested.
Cross trains as a Network Operator or HealthCall Representative.
PHYSICAL AND SENSORY REQUIREMENTS:
Sitting for up to 8 hours per day, 4 hours at a time. Continuously fingering and handling for data entry, typing, etc., and occasional twisting and turning. Uses upper extremities for occasional lifting and carrying of up to 20 pounds of files. Frequently stoops, bends, or reaches above shoulder level to retrieve files. Hearing as it relates to normal conversation and telephones. Seeing as it relates to general vision. Visual monotony when reading reports and reviewing computer screens.
High School diploma or equivalent. Associates and/or Bachelors degree preferred.
TRAINING AND EXPERIENCE:
Two years’ experience in a Call Center is preferred
Part-time, Second Shift. Shift starts at 2:45pm. Position requires working every other weekend and holiday.
Please complete your application using your full legal name and current home address. Be sure to include employment history for the past seven (7) years, including your present employer. Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable. It is highly recommended that you create a profile at the conclusion of submitting your first application. Thank you for your interest in St. Luke's!!
St. Luke's University Health Network is an Equal Opportunity Employer.