Communication Center Operator

Duke Careers•Durham, NC

3d•Onsite

About The Position

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together. About Duke Health Technology Solutions Pursue your passion for caring and innovation with Duke Heath Technology Solutions, which is dedicated to the transformation, development, and management of enterprise information technology solutions across Duke Health. By harnessing the power of innovative technologies like cloud computing and artificial intelligence — and pairing them with a forward-thinking approach — Duke Health Technology Solutions is revolutionizing the future of health care at Duke Health and beyond. Position Title: Communications Center Operator Hours - Fri, Sat, Sun, Mon - 7am-6pm The Communications Center Operator role involves managing telephone communications, scheduling appointments, and providing information within a large university and medical center environment. The position requires strong communication skills, multitasking ability, and knowledge of office procedures and relevant software

Requirements

A high school diploma or GED is required.
At least two years of medical office experience and one year of office switchboard experience are mandatory.
Basic computer and keyboarding skills are necessary.
Flexibility to work various days and hours is expected.
A minimum of one year’s experience in a Community-Based Organization or Customer Service is also required.
One year of IT or Call Center experience (for Operator 1)
Three years of Call Center experience (for Operator 2)
Five years of Call Center experience (for Operator 3)

Nice To Haves

Proficiency in written and verbal English and an additional targeted language.
Exceptional customer service skills and pleasant telephone manner.
Working knowledge of Microsoft Office applications on PC

Responsibilities

Manage a high volume of incoming calls and information flow in a large university and medical center environment.
Answer calls on a multi-line system; identify caller needs; route and transfer calls to the appropriate department or individual.
Use software databases to research and provide accurate information (e.g., department referrals, scheduling/appointment lines).
Maintain a clear, professional speaking voice and deliver courteous, consistent customer service.
Demonstrate strong listening skills, clear diction, sound judgment (including in emergencies), and the ability to multitask.
Maintain confidentiality and handle sensitive information appropriately.
Use computers effectively, including email and word processing in a Windows environment; talk and type simultaneously as needed.
Apply basic knowledge of healthcare operations and medical terminology in daily communication.
Participate in cross-team projects to develop and document procedures for triage and problem resolution for VoIP telephony-related services.
Participate in an on-call/coverage rotation providing 24x7x365 support.
Support technical escalation of phone issues by collaborating with application and operations teams.
Provide guidance and day-to-day support to newer staff via team chat and other channels.
Serve as a technical lead/subject matter expert, demonstrating proficiency in one or more defined areas.
Serve as a team lead as needed, supporting management with day-to-day workflow coordination and staff oversight.
Assist management with planning, designing, and implementing enterprise and technology solutions.
Collaborate effectively with customers, management, staff, and other stakeholders to drive timely resolution and service improvements.
Use advanced knowledge to troubleshoot complex issues, identify root causes, and drive problems to resolution.