Call Center Representative

Schuylkill•Allentown, PA

10d•Onsite

About The Position

Lehigh Valley Health Network (LVHN) is a nationally recognized, forward-thinking health network offering opportunities for career growth. LVHN has been recognized by U.S. News & World Report and is a Magnet(tm) Hospital. Several of its hospitals have received 'A' grades for patient safety from The Leapfrog Group. This position is responsible for handling incoming calls for hospital sites and emergency lines, including answering calls, transferring them appropriately, and performing administrative duties. The role also involves issuing critical alerts and codes as requested by clinical and operational departments.

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.