In Office

Vanderbilt University Medical Center•Nashville, TN

8d•Onsite

About The Position

The Contact Center Operator provides contact center services including but not limited to inbound call facilitation, paging services, messaging services, and on-call services to VUMC and Monroe Carell Jr. Children’s Hospital at Vanderbilt. This role involves working nights from 9:30pm - 6am, including weekends. The operator will direct incoming calls and pages, provide after-hours answering for various entities, maintain on-call information, and execute overhead paging services for both emergent and non-emergent announcements. The position also involves contributing to process improvements, monitoring system integrity, researching and resolving customer issues, and participating in staff meetings and Work Area Recovery activities.

Requirements

Technical support and/or call center support experience
Two years of experience
High School Diploma or GED

Responsibilities

Directs incoming calls and pages to appropriate parties
Provides after-hours answering for entities within VU, VUMC and clinics, and Monroe Carell Jr. Children’s Hospital at Vanderbilt
Maintains and provides on-call information
Executes overhead paging services including STAT calls, patient emergencies, alerts, mass casualties and other disasters as well as non-emergent overhead paging announcements as approved by the hospital administration
Contributes recommendations to processes and procedures in accordance with the contact center’s quality and productivity goals
Monitors processes and procedures to assure proper maintenance of applications and databases, maintaining the integrity of all systems
Clarifies, monitors, and reports equipment and systems issues
Researches and resolves customer issues
Attends and participates in staff meetings
Assists management with service delivery statistics and reports
Participates in training and professional development initiatives
Participates in Work Area Recovery activities