Hospital Answering Service Operator
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About The Position
Customer Service Representatives are responsible for handling incoming calls from patients of doctors for their clinics, which include hospitals and smaller health clinics. They will determine who is on call at a client, pull up contact information in the database, and triage the call to the appropriate contact. The role requires taking approximately 200 calls a day, with a key performance indicator (KPI) of answering 85% of calls within 30 seconds. This is a 24/7 call center, so there are no set shifts, but employees must be available to work within a flexible window. For example, first shift employees must be available to work as early as 6:30 AM and as late as 6 PM, with schedules typically made 3-4 weeks in advance. All shifts require working every Saturday or Sunday. Training is mandatory and lasts 2-3 weeks, with attendance being crucial during this period.
