Call Center Representative-Hospital location

Fluent Health•Albuquerque, NM

18h•Onsite

About The Position

Presbyterian is hiring a skilled Call Center Representative to join our team. This role serves as a 24/7 central communication center, ensuring all routine, moderate, complex, and emergent customer requests are answered and routed to the appropriate department in a timely manner. The representative will respond immediately to critical patient care code calls, announce information to clinical personnel via hospital communication systems, and monitor CDS alarm panels to dispatch safety personnel. This position acts as a liaison for patients, members, and multiple departments within the Central Delivery System, providing exceptional customer service during every interaction.

Requirements

High school/GED diploma
1 year office/business experience

Nice To Haves

Call Center experience preferred.

Responsibilities

Serves as a 24/7 central communication center ensuring all routine, moderate, complex and emergent customer requests are answered and routed to the appropriate department in a timely manner.
Responds immediately to critical patient care code calls by announcing information to clinical personnel via hospital communication systems.
Answer calls routed into the centralized nurse call system with the ability to recognize both expressed and implied customer needs, summarize and relay information to the appropriate clinical staff.
Monitor CDS alarm panels and dispatch safety personnel to emergent/ non-emergent calls according to established policies.
Answer, track and transfer calls received through main switchboard.
Collaborate with clinical and non-clinical staff to identify and mitigate problems as they occur.
Acts as a liaison for patients, members, and multiple departments within the Central Delivery System.
Provide exceptional customer service during every interaction.
Respond to routine and emergent customer calls, triage requests, and determine appropriate action to immediately respond to critical patient care calls.
Accurately communicate customers need through timely transfer of information to appropriate personnel and clinical staff, including entry of information into complex database systems and or nurse call system.
Follow through with appropriate departments or vendors to ensure proper resolution and opportunities.
Monitor CDS alarm system that are connected to the organization.
Includes operating several computer programs relating to dispatch and alarm systems by following established emergency procedures as assigned by department to maintain clear and concise communication with appropriate teams and clinical staff.
Respond to incoming calls routed through skill-based technology to meet quality standards and performance measurements.
Available to take calls at the scheduled time, and spends the appropriate amount of time taking calls throughout their shift to resolve contacts on initial encounters.
Develop and maintain positive customer relationships, delivering exceptional customer service that meets/exceeds expectations in all customer contacts/ service functions.
Promote customer satisfaction/loyalty through quality contact and timeliness of responses.