Customer Service Representative II- Warrenville, IL

Nevada System of Higher Education

8d•$20 - $29•Onsite

About The Position

Communicates professionally to all patients, physicians, and staff members. Operates computer terminal to answer, transfer and relay incoming telephone calls. Handles Operator calls for multiple facilities, while navigating our dual database between hospital locations. Initiates “Codes/Emergency Alerts” per Hospital policy and procedure, system wide. Assists Supervisor in clarifying instructions for patients calling for hospital services and providing Codes/Emergency Alerts feedback to improve patient safety. Document and relay messages for physicians and their offices. Analyzes caller’s needs concerning physician’s answering service. Obtains necessary information and contacts physician on call and/or office as determined by urgency of call and physicians’ instructions. Enters Physician Answering Service on-call schedules ensuring correct contact information. Edits data and notifies Lead/Liaison/Supervisor of any problems. Assists Liaison and Supervisor in clarifying instructions for patients calling the answering service. Processes calls for the Patient Experience EEH System. Follows guidelines to deescalate, as needed. Analyzes needs to determine which facility the caller has concerns with and directs message to the appropriate Patient Experience team. Processes calls for EEH System Service Center departments. Communicates professionally to answer, analyze and assign workers to requests. Triages calls for the EEH System Walk in Clinics and Immediate Care locations, including analyzing caller’s needs while providing such information as hours, locations, services available per location, price estimates and insurance guidance as well as escalating emergency concerns. Communicates professionally to all patients, physicians, and staff members. Operates computer terminal to answer call lights. Relays patient requests to appropriate caregivers by selecting specific palettes and including required information. Monitors and escalates call lights to ensure timely responses. Launches codes and other emergency alerts. Monitors and checks in to ensure all have responded. Communicates professionally and analyzes caller needs concerning physician referral and class information. Provides requested information and obtains necessary data. Run rosters, monitor participants, make recommendations on class offerings and sizes, as needed.

Requirements

High School Diploma or GED
One year of call center experience
Proficiency with Microsoft Office applications
Good grammar and spelling skills to effectively talk to callers and communicate via e-mail, fax, and paging
Strong organizational skills
Aptitude for organization, people, and non-routine situations
Ability to move across multiple computer environments and effectively adapt their customer service skills
Ability to conduct searches, access and retrieve knowledge/information on the World Wide Web
Knowledge of hospital operations and departments

Responsibilities

Communicates professionally to all patients, physicians, and staff members.
Operates computer terminal to answer, transfer and relay incoming telephone calls.
Handles Operator calls for multiple facilities, while navigating our dual database between hospital locations.
Initiates “Codes/Emergency Alerts” per Hospital policy and procedure, system wide.
Assists Supervisor in clarifying instructions for patients calling for hospital services and providing Codes/Emergency Alerts feedback to improve patient safety.
Document and relay messages for physicians and their offices.
Analyzes caller’s needs concerning physician’s answering service.
Obtains necessary information and contacts physician on call and/or office as determined by urgency of call and physicians’ instructions.
Enters Physician Answering Service on-call schedules ensuring correct contact information.
Edits data and notifies Lead/Liaison/Supervisor of any problems.
Assists Liaison and Supervisor in clarifying instructions for patients calling the answering service.
Processes calls for the Patient Experience EEH System.
Follows guidelines to deescalate, as needed.
Analyzes needs to determine which facility the caller has concerns with and directs message to the appropriate Patient Experience team.
Processes calls for EEH System Service Center departments.
Communicates professionally to answer, analyze and assign workers to requests.
Triages calls for the EEH System Walk in Clinics and Immediate Care locations, including analyzing caller’s needs while providing such information as hours, locations, services available per location, price estimates and insurance guidance as well as escalating emergency concerns.
Operates computer terminal to answer call lights.
Relays patient requests to appropriate caregivers by selecting specific palettes and including required information.
Monitors and escalates call lights to ensure timely responses.
Launches codes and other emergency alerts.
Monitors and checks in to ensure all have responded.
Analyzes caller needs concerning physician referral and class information.
Provides requested information and obtains necessary data.
Run rosters, monitor participants, make recommendations on class offerings and sizes, as needed.