Call Center Agent (Overnight Shift) - Call Center

Billings Clinic • Billings, MT

5d • Onsite

About The Position

The Call Center Agent promotes and represents Billings Clinic and its services and programs by answering telephone calls and processing them quickly and accurately. In a team environment, the agent creates a welcoming atmosphere and helps callers reach the right person, department, or information. Duties include answering and routing calls, paging, taking messages, verifying appointments, providing basic information about programs and providers, and offering basic scheduling assistance such as canceling or rescheduling appointments. The agent also responds to medical and non-medical alarms according to established protocols, with patient and staff safety as the primary focus.

The position uses performance improvement principles to assess and improve quality, maintains required competencies and safety standards, and supports Billings Clinic’s mission, vision, values, code of business conduct, and service expectations. The agent identifies goals for personal growth and development, completes mandatory organizational and departmental requirements, and performs other duties as assigned or needed.

Requirements

• High school diploma or GED.
• One year of customer service-related experience.

Responsibilities

• Communicate with callers using Personal Service Excellence and demonstrate kindness, safety, and courage.
• Accurately assist callers by transferring or paging them, answering questions, or directing them to the appropriate person or place.
• Provide appointment verification and basic information about programs, providers, and organizational public initiatives.
• Provide basic scheduling assistance, including canceling or rescheduling appointments.
• Respond to medical and non-medical alarms according to established protocols and prioritize patient and staff safety.
• Use performance improvement principles to assess and improve quality.
• Identify needs and goals for personal growth and development and meet mandatory organizational and departmental requirements.
• Maintain competency in applicable organizational, departmental, and outside agency environmental, employee, and patient safety standards.
• Model behaviors consistent with Billings Clinic’s mission, vision, values, code of business conduct, and service expectations.
• Perform other duties as assigned or as needed to meet department or organizational needs.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 403(b) retirement plan with employer matching
• Defined contribution pension plan
• Paid time off
• Employee wellness program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED