Contact Center Representative II
About The Position
Provides world class customer service to those calling Children's Mercy Kansas City and the Nurse Advice Line number. Monitors major medical alarms, handles emergency response activations (Code Calls/Trauma pages). Aides in the revision of hospital directories to assure that staff phone and pager numbers, on-call directories, intranet directories, community physician and departmental directories are correct and up-to-date. Pages appropriate providers and clinics when necessary. Obtains patient demographic and contact information for parents requesting to speak with a nurse. Inputs information into nurse advice line triage system accurately and efficiently. At Children’s Mercy, we are committed to ensuring that everyone feels welcomed within our walls. A successful candidate for this position will join us as we strive to create a workplace that reflects the community we serve, as well as our core values of kindness, curiosity, inclusion, team and integrity. Additionally, it’s important to us that we remain transparent with all potential job candidates. Because we value the safety of the patients and families we serve, as well as the Children’s Mercy staff, we want to let you know that the seasonal influenza vaccine is a condition of employment for all employees in our organization. New employees must be willing to be vaccinated if found non-immune to measles, mumps, rubella (MMR) and chicken pox (varicella) and/or without evidence of tetanus, diphtheria, acellular pertussis (Tdap) vaccination since 2005. If you are selected for this position, you will be asked to supply your immunization records as proof of vaccination. If you and have any concerns about receiving these vaccines, medical and/or religious exemptions can be further discussed with Human Resources.
Requirements
- HS diploma or equivalent and 3-5 years experience prior work experience in the same job and or 3-5 years’ experience in Customer Service or Call Center related job or
- Associate's Degree and No Experience necessary / On-the-Job Training
Responsibilities
- Answers and processes all incoming calls to the Nurse Advice Line.
- Handles patient, clinic, provider staff information calls.
- Communication is according to call quality standards, is patient/parent friendly, and incorporates Service Excellence and shared values
- Processes admin work between calls.
- Pages personnel by pager or overhead paging system.
- Maintains spare pagers for hospital personnel;exchanges and programs pagers as needed.
- Responds to emergency situations.
- Monitors alarms and notifies appropriate personnel.
- Acts as communication hub in emergent situations.
Benefits
- The benefits plans at Children’s Mercy are one of many reasons we are recognized as one of the best places to work in Kansas City. Our plans are designed to meet the changing needs of our employees and their families.
- Learn more about Children’s Mercy benefits.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
1,001-5,000 employees
