Call Center Agent

UPMC • Erie, PA

18d

About The Position

UPMC Hamot is seeking a dependable and customer-focused Call Center Agent (Casual Status) to support our organization during night shift hours. This role is essential to keeping communication flowing smoothly across the hospital, regional partners, and physician offices while providing exceptional service in a friendly, team-oriented environment. The ideal candidate is calm under pressure, attentive to detail, and committed to maintaining confidentiality while handling critical calls and information. This position requires availability for nights, weekends, and holidays and plays a vital role in emergency response, patient coordination, and after-hours support. If you enjoy helping others, thrive in a fast-paced setting, and want to contribute meaningfully to patient care and hospital operations, we invite you to apply.
In this role, there is opportunity to -
Respond to incoming calls and route communications using established protocols and call center systems.
Activate emergency communications through overhead announcements, paging, phone calls, and mass notification software.
Coordinate communication with regional hospitals to support patient transfer processes.
Provide courteous service to patients, families, staff, and the UPMC Hamot community while maintaining confidentiality.
Utilize call center applications to manage call transfers, paging, scheduling, and after-hours answering services.
Serve as an after-hours answering service representative for specialty and primary care practices.
Escalate customer or staff concerns to the Call Center Supervisor, Coordinator, or Lead Agent.
Maintain accurate inventory and tracking of special-needs patient equipment.

Requirements

• High School graduate or equivalent.
• Two years experience in a position with direct public contact providing customer service.
• Independent thinker; excellent communication and negotiation skills; ability to collaborate with diverse departments in high pressure situations; working knowledge of medical terminology; must have computer skills.
• Act 34

Nice To Haves

• Previous call center experience.

Responsibilities

• Respond to incoming calls and route communications using established protocols and call center systems.
• Activate emergency communications through overhead announcements, paging, phone calls, and mass notification software.
• Coordinate communication with regional hospitals to support patient transfer processes.
• Provide courteous service to patients, families, staff, and the UPMC Hamot community while maintaining confidentiality.
• Utilize call center applications to manage call transfers, paging, scheduling, and after-hours answering services.
• Serve as an after-hours answering service representative for specialty and primary care practices.
• Escalate customer or staff concerns to the Call Center Supervisor, Coordinator, or Lead Agent.
• Maintain accurate inventory and tracking of special-needs patient equipment.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees