Call Center Representative
About The Position
Lehigh Valley Health Network (LVHN) is seeking a Call Center Representative to provide incoming call handling for hospital sites and emergency lines. This role is responsible for answering incoming calls, transferring calls appropriately, and performing administrative duties. The representative will also issue critical alerts and codes based on requests from clinical and operational departments. LVHN is a nationally recognized, forward-thinking organization offering plenty of opportunity to do great work, and has been ranked among the "Best Hospitals" by U.S. News & World Report for 23 consecutive years. It is a Magnet(tm) Hospital, honored five times by the American Nurses Credentialing Center for nursing excellence and quality patient outcomes. Several LVHN hospitals have received an 'A' grade on the Hospital Safety Grade from The Leapfrog Group, highlighting LVHN's commitment to teamwork, compassion, and technology with an unrelenting focus on delivering the best health care possible every day.
Requirements
- High School Diploma/GED
- 1 year customer service experience
- Ability to maintain effective interpersonal relationships.
- Excellent communication skills both written and verbal.
- Strong customer service orientation.
- Effectively deals with multiple and changing priorities.
Responsibilities
- Answers all calls in a courteous and professional manner.
- Provides general information to callers concerning physician office telephone numbers, area codes and hospital listings.
- Utilizes LVHN’s current EMR system to provide callers information regarding patients’ room numbers, telephone numbers and discharge dates.
- Screens critical care and do not announce patient phone calls for LVHN.
- Contacts providers according to daily on call schedules and makes immediate changes as necessary.
- Assists in the troubleshooting, testing, maintenance, and design of internal communication systems.
- Updates physician and physician office information on an as needed basis.
- Determines the purpose of caller and forwards the incoming calls to the appropriate staff member or voice mailbox.
- Alerts and directs staff to critical situations such as Codes and Alerts according to each distinct procedure.
- Places and documents international and long distance calls for colleagues and patients.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
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What This Job Offers
Career Level
Entry Level
Education Level
High school or GED
