Call Center Operator

University of Arkansas System•Little Rock, AR

22h•Onsite

About The Position

The Call Center operator answers all incoming calls at the main switchboard using a computerized telephony integration system. This person will access databases within the system to provide information to callers, staff and physicians. The employee will also provide service for patients needing to access the UAMS Specialty Pharmacy and will notify appropriate staff of emergency situations. Develop skills and knowledge of UAMS physician services, provide hospital directions, promotional activities, current advertising topics and knowledge of services made available to public.

Requirements

High school diploma/GED plus 2 years customer service and administrative experience.
Must have computer/basic keyboard skills, telephone etiquette skills, basic knowledge of office machines.

Nice To Haves

Telephone experience in a call center or medical setting desired.
Experience with computerized telephone integration system a plus.

Responsibilities

Answer incoming calls promptly and professionally while providing excellent customer service.
Respond to inquiries, provide accurate information, and direct callers to the appropriate department or personnel.
Operate a multi-line telephone system and manage a high volume of calls efficiently.
Screen and prioritize calls based on urgency and organizational procedures.
Transfer calls to appropriate departments, employees, or clinical areas.
Take and accurately document messages, including caller name, contact information, and reason for the call.
Assist callers with scheduling, appointment information, general questions, and service-related concerns as applicable.
Handle emergency and urgent calls according to established protocols and promptly notify appropriate personnel.
Utilize computer systems, databases, and electronic communication tools to document and retrieve information.
Maintain confidentiality and protect sensitive patient, customer, and organizational information.
Communicate professionally with patients, families, physicians, employees, vendors, and the public.
Resolve routine concerns and complaints while escalating complex issues to the appropriate supervisor or department.
Perform other duties as needed.