Call Center Representative

The University of Kansas Health System•Liberty, MO

4d•Onsite

About The Position

The Call Center Representative at The University of Kansas Health System is a frontline resource for patients, staff, and physicians. This role provides professional customer service to all callers within a 24/7/365 call center environment, specifically in the Switchboard call center located on the main campus. The University of Kansas Health System is part of the region’s premier academic medical center, a world-class healthcare provider and destination for complex care and diagnosis, driven by a commitment to service, continuous improvement, and excellence through collaboration.

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.
Exceptional communication and phone skills.
Ability to handle multiple calls and/or tasks while providing excellent customer service.

Nice To Haves

Associates Degree in Communications, Business or Health Care Administration from an accredited college or university.

Responsibilities

Assists with operations of the Switchboard call center for the University of Kansas Health System and Medical Center.
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.
Attends all individual, department and health system meetings, training and reviews as needed.
Performs the professional, clinical and or technical competencies of the assigned unit or department.