IT Call Center Associate - Information Tech (Days)

Tanner Health System • Carrollton, GA

51d • Onsite

About The Position

The Switchboard Operator (Call Center Associate) is responsible for the effective and efficient handling of calls for all facilities and initiating responses for emergency codes. The work is performed in a fast-paced environment where your ability to multi-task and prioritize your work is crucial in the accomplishment of your work tasks. Work tasks include the processing of general information and business calls along with emergency calls. Also monitors the alarm systems for the hospitals, as well as acts as a backup for Tanner Security. The job must be performed with the highest regard for professionalism, confidentiality, speed, and accuracy.

Requirements

• Ability to read and write
• Individual must complete position training course to a Satisfactory review within the first 90 days of employment.
• Excellent customer service and communication skills are required. A distinct speaking voice that is clear and easily understood.
• Requires critical thinking skills and good judgment under pressure. Must be capable of reacting logically to unusual situations.
• Position requires the ability to work at a fast pace and make swift decisions to facilitate effective and efficient communication during stressful and emergency events.
• Position requires the interpersonal skills necessary to communicate effectively with a wide variety of hospital personnel, patients, and outside callers in gathering and exchanging approved information.
• Must demonstrate a friendly, responsive, service-minded attitude to all internal and external customers.
• Ability to multi-task and work with frequent interruptions.
• Required to maintain a collaborative, team relationship with peers and colleagues to effectively contribute to the group's achievement of goals and to help foster a positive work environment. Employee communicates ideas effectively. Employee shares information and keeps others properly informed. Employee gives and is open to feedback. The Employee actively contributes to the development and application of process improvements.
• All operators must display excellent grammar, spelling, and professional communication techniques.
• Must be able to work shift work that includes nights, weekends, holidays, and extended shifts. Shifts are subject to change with or without notice.

Nice To Haves

• Experience using a computer in a professional or academic setting is preferred.
• Emergency communications experience is considered a plus.

Responsibilities

• Telephone Switchboard: Operates a telephone computer console (switchboard), directing incoming operator assisted and outgoing calls to appropriate individuals, departments and outside contacts. Facilitates the use of the Language Line for non-English speaking customers. Works with confidential data consistently. Is accountable for maintaining the confidentiality and security of all Hospital, Staff, and Patient related data and information. Work requires considerable accuracy. Errors could adversely affect external and internal relationships.
• Emergency Procedures: Responsive to emergency codes, responds quickly and effectively using proper hospital procedure. Performs communication procedures for actual disaster and disaster exercises. Responsible for monitoring various computer system status screens. Examples -- APS alarms system, codes systems. Utilizes overhead paging system for employee requests, special announcements, and the calling of emergency codes. Pages on-call staff as needed, which includes many support areas as well as physicians. Examples -- Engineering, Clinical Engineering, Chaplains, EAP, Administration, etc.
• IT Backup: Responsible for handling after hours IT calls, entering tickets correctly in the Service Desk issue tracking system, and paging out the proper IT analysts for urgent issues. Shares the responsibility for user support, including assisting users with equipment and software problems. Logs issues for Information Systems on call staff within the Service Desk service issue tracking system, and assures the assigned person responds to the issue.
• Documentation: Updating and maintaining the quality assurance logs to ensure proper documentation of all codes, alarms, trouble signals, weather radio checks, panic alarm testing, and daily code checkoffs. On occasion, assists with updating data on various outside web sites related to bed counts for hospitals within the Tanner System GHA911 bed count system.
• Competencies: Meets all competencies in assigned competency checklist(s).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Religious, Grantmaking, Civic, Professional, and Similar Organizations
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees