Call Center Representative - Elliot Call Center - Part Time Weekends

SolutionHealth • Manchester, NH

22h • Onsite

About The Position

The Elliot Call Center is a 24 hour a day, 7 day a week department. This is a Part Time position with 13 Hours a week. The schedule is as follows: Week 1: Sunday 6AM-230PM, Friday 11:30AM-5PM. Week 2: Friday 11:30AM-5PM, Saturday 6AM-230PM. The role is to provide superior service excellence and promote the Elliot Experience to all that access the Elliot Health System via the main telephone lines: River’s Edge, New Hampshire Hospital for Children, Elliot Direct, Elliot Physicians After Hours, Elliot Pediatric Transport, Information Technology After Hour Support by answering and routing all incoming, outgoing and inter-organizational calls to the proper destinations.

Requirements

• High school diploma or equivalent required.
• At least two years' related telecommunications experience in a fast paced, high volume environment.
• Experience in the healthcare setting preferred.

Responsibilities

• Provides superior telephone and in-person etiquette to all patients, visitors, providers, and staff.
• Maintains good communications, establishes and maintains positive working relationships with employees, physicians, vendors and the public.
• Operates the telephone console.
• Answers all incoming calls and paging requests.
• Utilizes the public address system for routine paging, and the pre-code alert for emergency paging.
• Assists patients in making outgoing calls and provides long distance access to staff as necessary.
• Maintains trouble report log for telephone system and reports equipment failures to a telecommunications technician (IT).
• Responds to all other alarms, including but not limited to: Symmetry alarms, Summit alarms, Maternity L & D/Pediatric alarms, Gas alarms, Sprinkler alarms, Electrical and Generator alarms, Blood Bank alarm, Landis Computer alarm, Boiler alarm, Phone Room alarm, Hill-Rom alarms, elevator repairs or malfunctions, and other unexpected emergencies.
• Works closely with Security via 2-way radio notifying them of possible situations, and/or codes and other emergencies.
• Contacts appropriate hospital personnel for Security, as needed, in emergent and non-emergent situations.
• Maintains lists of on-call employees and physicians for staff and Provider use throughout hospital.
• Performs After Hours Telephone Answering Services for all contracted practices.
• Accesses Epic to identify the correct patient and creates a Telephone Encounter in the patient’s Electronic Medical Record, for the EPN offices.
• Coordinates Pediatric Transports with external and internal Providers and Ambulance transport for all accepted patients through the 663-KIDS line.
• Serves as the directory assistance for the general public.
• Responds to requests for phone numbers to include physician offices and other hospitals within New Hampshire.
• Connects callers to patient’s location, offers seven-digit dial number, and checks admits as requested.
• Assists staff with ‘loan pagers’ while on call, demonstrating usage, providing transfers, and contacting Telecommunications tech (IT) for repairs.
• Responds to separate phone for deaf or hard of hearing people by typing in greetings, answers and inquiries.
• Assists in-house staff with supplying the TDD phone (Telecommunications Device for the Deaf or Hard of Hearing) for patients requiring its use.
• Greets, directs and assists visitors at the reception desk.
• Assists with the sign-in process for surgical check-ins.
• Accepts floral arrangements for patients and staff.
• Accepts and forwards any packages delivered to the reception desk to the appropriate department.

Benefits

• Health, dental, prescription, and vision coverage for full-time & part-time employees
• Short-term disability, long-term disability, and life insurance coverage
• Continuing Education Reimbursement Programs
• 403(b) Retirement Savings Plan
• Multiple onsite gym locations with FREE access for employees (plus yoga, personal training and more)

What This Job Offers

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