Call Center Operator

University of Arkansas • Little Rock, AR

19h • Onsite

About The Position

The Call Center Operator answers and directs calls serving the University of Arkansas for Medical Sciences (UAMS) medical, educational, and research facilities in a call center environment. The role also provides after-hours answering services for UAMS outpatient clinics, assists with online physician call schedule changes, and activates hospital and campus emergency codes when needed. The operator develops knowledge of UAMS services to help community members access campus services and find directions. This is a campus-critical position requiring a rotating schedule of days, nights, occasional midnights, weekends, and holidays. The position is benefits eligible. Salary is commensurate with education and experience.

Requirements

• High school diploma or GED.
• Two years of customer service and administrative experience.
• Excellent customer service skills.
• Excellent verbal communication skills.
• Computer and basic keyboard skills, telephone etiquette skills, and general knowledge of office machines, including printers.
• Ability to follow oral instructions, read, and write.

Nice To Haves

• Call center experience.
• Knowledge of basic medical terminology.

Responsibilities

• Answer and process a high volume of incoming calls, provide courteous and professional assistance, and connect patients, visitors, physicians, and staff to appropriate departments or individuals.
• Operate the Mitel telephone system, handle local, long-distance, and international calls, and coordinate hospital-wide overhead announcements.
• Provide after-hours answering services for UAMS clinics and physicians, document patient messages, page on-call providers, and connect physicians with patients as needed.
• Locate physicians and on-call personnel, maintain accurate on-call schedules, and communicate scheduling updates during evenings, weekends, and holidays.
• Access Epic to verify appointment information, assist with appointment reminder inquiries, provide clinic locations and directions, and connect patients with appropriate scheduling departments.
• Facilitate communication between pharmacies, home health agencies, other healthcare providers, and physicians regarding prescriptions, medication refills, and medical orders.
• Serve as a central communication point for campus emergencies, activate emergency codes and RAVE notifications, contact emergency responders, and coordinate critical communications.
• Document caller concerns, report service issues and equipment malfunctions, and communicate unusual incidents to departmental leadership.
• Maintain accurate telephone directories and records, perform clerical duties, and protect patient information in accordance with confidentiality and security policies.
• Provide critical communication coverage during inclement weather, manage calls for delayed clinic openings, and support continuous campus operations as essential personnel.
• Perform other duties as assigned.

Benefits

• Medical, dental, and vision plans for qualifying staff and family.
• Holiday, vacation, and sick leave.
• Education discount for staff and dependents (undergraduate only).
• Retirement contribution match up to 10%.
• Basic life insurance up to $50,000.
• Career training and educational opportunities.
• Merchant discounts.
• Concierge prescription delivery on the main campus when using the UAMS pharmacy.

What This Job Offers

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