Call Center Operator - Call Center - PRN

Woman's Hospital•Baton Rouge, LA

1d•Onsite

About The Position

The Call Center Operator answers incoming calls to the PBX and physicians’ answering service and processes them appropriately. The operator monitors alarms, handles hospital emergency codes, and prioritizes calls for physicians and patients. This is an on-site role at Woman’s Hospital; remote work is not available. Operators determine callers’ needs and respond according to their training by transferring calls, providing information, or taking electronic messages. They contact physicians and relay messages using the correct procedures and each physician’s instructions. Messages are treated as legal documents, with recordings and audits every 12 hours. Operators must type quickly and accurately, complete message records promptly, and ensure messages are delivered within the defined time period or escalate them. The operator communicates relevant physician information through the electronic system, including temporary instructions and physician locations, and works collaboratively with teammates. New staff may work each shift for a few days during their first weeks to understand how shifts operate and affect the overall team. The schedule is known six weeks in advance. Additional work may be available during hurricanes, inclement weather, or staffing shortages. The position is PRN, with Monday and Friday hours of 7:00 AM–6:00 PM and weekends as needed. Pay is hourly and non-exempt, starting at $16.00, based on work experience.

Requirements

High school diploma or equivalent.
Two years of telecommunications, answering service, or call center experience.
Two years of customer service-related experience.
Basic PC knowledge.
Fast typing to capture complete and accurate information.
Be punctual, communicate courteously with callers, pay attention to detail, and work well with team members.

Responsibilities

Answer incoming calls using the appropriate friendly greeting for each type of call.
Determine callers’ needs and transfer calls, provide information, or take electronic messages as appropriate and according to training.
Monitor alarms and handle hospital emergency codes; contact code teams and follow code procedures when notified of an emergency.
Prioritize calls for physicians and patients.
Contact physicians and relay messages electronically according to established procedures and individual physician instructions.
Use the electronic system to communicate pertinent physician information, including temporary instructions and locations.
Complete message information immediately after conveying messages to physicians.
Ensure messages are delivered within the defined time period or escalate them.
Work collaboratively with teammates and communicate information to co-workers.
Work across shifts for a few days during the initial weeks of employment to learn how shifts operate and affect the team.