Communication Center Representative II- Elmhurst, IL

Endeavor Health•Elmhurst, IL

1d•$22 - $32•Onsite

About The Position

The Communication Center Representative II reports to the Supervisor of the Communication Center and performs advanced communication center functions while ensuring professionalism, accuracy, and high-quality customer service. The role manages inbound and outbound calls from patients, staff, physicians, and the public, including escalated and complex inquiries. Duties include call processing, paging, scheduling and referral functions, recording messages, maintaining accurate logs, and updating on-call schedules. The representative ensures emergency codes and alerts are dispatched according to protocol and supports resolution of system or communication issues. This position serves as a subject matter resource for peers, assists with escalated situations, participates in assigned projects, and provides backup support when a lead or supervisor is absent. The role promotes customer satisfaction through professional conduct, timely responses, and accurate information, while maintaining confidentiality and supporting departmental operations across multiple skillsets.

Requirements

High school diploma or GED.
At least 1 year of related call center, customer service, or healthcare communication experience.
Excellent verbal and written communication skills, including active listening.
Ability to manage multiple computer applications while communicating effectively with callers.
Strong critical-thinking and problem-solving skills, including the ability to resolve escalated or complex issues.
High attention to detail for accurate documentation and information delivery.

Responsibilities

Manage a variety of inbound and outbound calls professionally and courteously.
Document call details accurately, deliver messages and pages promptly, and route calls appropriately.
Handle escalated or complex calls with empathy, problem-solving, and effective resolution.
Provide accurate information to patients, staff, and physicians while maintaining confidentiality.
Monitor and manage emergency code communications, ensuring timely notifications and accurate logging.
Launch, track, and update emergency alerts and code group members according to departmental protocol.
Maintain and update on-call schedules and ensure accurate escalation paths.
Support correspondence retrieval and call routing for new and existing patients.
Provide backup for lead or supervisor duties as assigned, including staff support and scheduling responsibilities.
Track and analyze recurring issues, identify trends, and recommend service or process improvements.
Assist leadership with department directories, logs, and process documentation.
Participate in special projects and adapt to changing departmental priorities.
Provide cross-functional support throughout the Communication Center, including weekend rotations.