Call Center Contact Associate
About The Position
Under the general supervision of the Contact Center Supervisor and following established policies and procedures, the Call Center Contact Associate performs Contact Center tasks for Brown University Health Affiliates using computer telephony integration (CTI) equipment. The associate takes complete messages for Answering Service clients and responds to a high volume of calls, receiving and directing incoming, outgoing, non-emergency, and emergency calls across the affiliates. The role requires modeling Brown University Health’s values of Compassion, Accountability, Respect, and Excellence, and demonstrating the Success Factors of instilling trust, valuing differences, focusing on patients and the community, and collaborating. The associate maintains confidentiality, supports service excellence and quality outcomes, and assists with training new associates as needed.
Requirements
- Basic medical terminology to direct calls to the appropriate physician, clinic, or emergency facility.
- One year of experience in a call center or answering service environment.
- Ability to work collaboratively with team members.
- Proficient written and verbal communication skills to process a high volume of calls and telephone requests.
- Ability to respond to customer and emergency calls confidently, rapidly, accurately, pleasantly, and professionally.
- Exceptional critical-thinking and analytical skills.
- Ability to work under minimal supervision.
- Strong communication, customer service, and interpersonal skills, and telephone etiquette.
- Ability to remain calm in emergency situations.
- Ability to prioritize workflow according to preset instructions.
- Ability to communicate with all levels of internal and external customers.
Responsibilities
- Answers, screens, and processes incoming centralized attendant, radio paging, and telephone answering service calls promptly, accurately, and courteously.
- Responds to requests for direct-dial and department numbers, physician on-call status, emergency teams, and department functions using an automated computerized system.
- Receives and directs system-wide incoming and outgoing calls.
- Updates databases and customer profiles with current contact information to help locate medical and non-medical personnel.
- Handles special and priority calls, including medical emergencies, code alerts, and other emergency or time-sensitive calls.
- Monitors and responds to alarms for all affiliates according to documented procedures.
- Pages physicians, hospital personnel, and others upon request, and dispatches appropriate emergency personnel according to established procedures.
- Understands on-call protocols, emergency procedures, and procedures for dispatching emergency response teams at all campuses.
- Records complete and accurate messages for Answering Service customers and dispatches them according to individual preference, including fax, email, cell phone, or pager.
- Maintains the confidentiality of customer information.
- Assists in training new Call Center Associates as required.
- Handles and resolves customer complaints and concerns.
- Manages and escalates priority issues.
- Supports service excellence through communication, compassion, and customer satisfaction.
- Supports the department in maintaining performance in quality outcome measures.
- Performs other related duties as assigned.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
