Contact Center Representative II

Children's Mercy KC • Kansas City, MO

1d • Onsite

About The Position

This position provides world-class customer service to callers of Children's Mercy Kansas City and the Nurse Advice Line. Key responsibilities include monitoring major medical alarms and handling emergency response activations such as Code Calls and Trauma pages. The representative also assists in maintaining and revising hospital directories, ensuring staff phone and pager numbers, on-call schedules, intranet directories, community physician, and departmental directories are accurate and current. They are responsible for paging appropriate providers and clinics as needed, obtaining patient demographic and contact information for parents seeking nurse advice, and accurately inputting this information into the nurse advice line triage system. Children’s Mercy is committed to fostering an inclusive workplace that reflects the community it serves, upholding core values of kindness, curiosity, inclusion, team, and integrity. All employees are required to receive the seasonal influenza vaccine and must be willing to be vaccinated for measles, mumps, rubella (MMR), chicken pox (varicella), and tetanus, diphtheria, acellular pertussis (Tdap) if found non-immune or without recent vaccination. Immunization records will be requested, and medical/religious exemptions can be 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
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees