Call Center Operator

University of Arkansas System • Little Rock, AR

2d

About The Position

The Call Center Operator answers and directs calls serving the medical, educational, and research facilities of the UAMS campus in a call center environment, and provides after-hours answering services for UAMS outpatient clinics. The role assists with online physician call schedule changes, activates hospital and campus emergency codes when needed, and develops knowledge of UAMS services to help community members access campus locations and services. This is campus-critical staffing and requires a rotating schedule that includes days, nights, occasional midnights, weekends, and holidays.

The operator handles high call volumes, supports patients, visitors, physicians, staff, clinics, pharmacies, and other healthcare providers, and helps coordinate routine and emergency communications. Duties include operating the Mitel telephone system, accessing Epic for appointment-related information, maintaining on-call schedules and telephone records, documenting messages and incidents, and protecting patient information under confidentiality and security policies. The position also provides critical communication coverage during inclement weather and supports continuous campus operations as essential personnel.

The position is at the University of Arkansas for Medical Sciences. Salary is commensurate with education and experience. Benefits are available for benefits-eligible positions and include medical, dental, and vision plans; holiday, vacation, and sick leave; education discounts for staff and dependents; retirement matching; basic life insurance; career training and educational opportunities; merchant discounts; and concierge prescription delivery on the main campus when using the UAMS pharmacy.

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.
• Ability to work a rotating schedule of days, nights, occasional midnights, weekends, and holidays.

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 callers to appropriate departments or individuals.
• Operate the Mitel telephone system, manage 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, and 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 available for qualifying staff and family.
• Holiday, vacation, and sick leave.
• Education discount for staff and dependents (undergraduate only).
• Retirement contribution matched by UAMS 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
• Education Level: High school or GED