Call Center Operator PBX - PBX

Kettering Health • Kettering, OH

1d • Onsite

About The Position

Kettering Health is a not-for-profit system of 13 medical centers and more than 120 outpatient facilities serving southwest Ohio. We are committed to transforming the health care experience with high-quality care for every stage of life. Our service-oriented mission is in action every day, whether it’s by providing care in our facilities, training the next generation of health care professionals, or serving others through international outreach.

Requirements

• High school diploma or equivalent required.
• A minimum of 3 years of healthcare-centered customer service and telephone operator or call center experience are required.
• Strong spoken and written communication.
• Strong listening skills.
• Excellent customer service.
• Attention to detail, with the ability to follow verbal or written directions precisely. These include call transfer, code, and provider paging protocols and call scripting.
• Skilled in computer operations with the ability to work with multiple computer software programs.
• Ability to multi-task and perform well under pressure, in a fast-paced environment, demonstrating flexibility and excellent decision-making skills.
• Ability to problem-solve and work independently.
• Ability to handle, monitor, and follow up on calls with emergent situations related to patient care that may be challenging in nature with efficiency.
• Ability to use discretion and good judgement when receiving sensitive HIPAA related information from callers
• Must be available to work at least 32 hours per month if needed. Must be available to assist with short-notice call offs.

Nice To Haves

• Able to effectively navigate diverse caller requests with little to no assistance from colleagues in most situations.
• Handles calls in a timely manner.
• Launches emergency clinical and disaster codes within a timely manner.
• Facilitates ongoing timely communication with providers and other staff with necessary information to complete duties.
• Properly follows established protocols and call scripting for call transfer, codes, and provider paging.
• Appropriately follows department expectations for time spent in and out of the queue.
• Live and recorded call monitoring
• Messages sent to staff through Amion and Epic
• HealthStream assessments
• Call QA scoresheets
• 1 on 1 meetings

Responsibilities

• Answer and complete telephone, pager and other communications efficiently
• Adhering to hospital and departmental policies and procedures for eight hospital facilities, Kettering Behavioral Health, stand-alone Emergency Centers and KHN affiliates.
• Maintain appropriate communication links with the department manager, co-workers, physicians, and other hospital personnel, as well as demonstrate effective communication with outside callers (patients, patients’ families, and other members of the community) with excellent customer service skills.
• Initiates and follows-through on emergency/clinical code procedures and emergency/clinical group paging to help ensure the safety of our patients, visitors and staff.
• Ensures accurate and timely communication and follow-up to providers for KHMG answering service calls.
• Must be available to work varied shifts (1st, 2nd, 3rd on occasion).
• Must be available to work weekends (Friday, Saturday, Sunday). Performs other duties as assigned.

What This Job Offers

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