Call Center Representative (Switchboard)

The University of Kansas Health System•Kansas City, KS

13d•Onsite

About The Position

The call center representative is a frontline resource for our patients, staff and physicians. The call center representative provides professional customer service to all callers in a 24/7/365 call center environment. This position is in our Switchboard call center located on our main campus.

Requirements

High School Graduate
2 or more years of experience in call center-based customer service, health care call center or Emergency Dispatch Call Center.
Experience talking, typing and listening simultaneously in a customer service environment.
Experience utilizing Call Center Software to answer, transfer, page and email in a customer service environment.

Nice To Haves

Associates Degree in Communications, Business or Health Care Administration from an accredited college or university.
Exceptional communication and phone skills.
Ability to handle multiple calls and/or tasks while providing excellent customer service.

Responsibilities

Assists with operations of the Switchboard call center for the University of Kansas Health System and Medical Center.
The rep utilizes all software systems (Genesis, Communicator, OnCall, Epic to provide professional service to all callers, internal and external.
Triages incoming calls to determine caller needs and manage the callers’ expectations with the highest level of customer service and efficiency by utilizing all available software resources.
Provides answering service for clinical and administrative departments
Provides code and personal pager management and pager programming after hours, weekends and holidays.
Activates medical code tests on all software systems, ensuring paging hardware and software systems are functioning.
Activates medical and security code teams
Initiates non urgent text pages to administrative and clinical staff
Maintains the on call schedules in the web on call system and Qgenda; makes changes to the schedules after hours as needed; documents changes and sends communication to hospital, physicians and university departments as needed.
Utilizes internal overhead paging system
Attend all individual, department and health system meetings, training and reviews as needed.
Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
Other duties may be assigned as required.