IT Hosp Contact Ctr Specialist
About The Position
The IT Hospital Contact Center Specialist handles high volumes of calls from patients, internal departments, and the community. The position requires exceptional customer service, proficient typing, and the ability to process codes and trauma calls promptly and accurately. The specialist monitors life-safety alarms and panels, manages Engineering and Clinical Engineering work requests, and pages appropriate technicians and other personnel as needed. The role is fully onsite at ORMC and supports a 24/7, 365-day operation. Availability for first, second, or third shift is required, including the 2 p.m.–10 p.m. shift.
Requirements
- High school graduate or equivalent.
- Ability to provide exceptional customer service and type proficiently.
- Ability to handle high call volumes and concurrent tasks while maintaining composure in high-pressure situations.
- Availability to work first, second, or third shift, including the 2 p.m.–10 p.m. shift, in a 24/7 operation.
Nice To Haves
- Call center experience.
- Customer service experience.
Responsibilities
- Manage high volumes of calls and concurrent tasks while remaining composed under pressure, acting promptly, and delivering exceptional customer service.
- Process codes and trauma calls quickly and accurately.
- Monitor alarm systems and promptly notify appropriate personnel when an alarm is active.
- Transfer callers to the correct room, department, or individual with a warm handoff.
- Operate specialized computer systems, consoles, and a Mass Notification System to process emergency messages, work orders, and service requests.
- Facilitate interpretation for non-English-speaking callers by connecting them with interpreters.
- Collect critical information from callers, including location and type of emergency, for responding teams or community medical services.
- Coordinate with site leaders and emergency response agencies, including law enforcement, fire departments, and emergency medical services.
- Provide reassurance and emotional support to distressed callers during emergencies.
- Read, interpret, and follow processes, policies, procedures, and related documents.
- Dispatch appropriate personnel by radio or paging system.
- Page physicians, on-call personnel, and other Orlando Health employees as needed.
- Apply knowledge of HICS and function during emergency situations.
- Initiate overhead pages accurately and professionally.
- Maintain schedule flexibility to support 24/7 operations, including weekend and night shifts.
- Maintain regular, punctual attendance in accordance with Orlando Health policies and applicable standards.
- Comply with Orlando Health policies and procedures.
- Assist leaders and staff during escalations and involve leadership when necessary.
- Respond to staff inquiries across channels and in person, escalating issues to Senior Leads or Leadership as needed.
- Post daily, weekend, and holiday on-call or schedule listings and keep on-call personnel schedules current.
- Meet Orlando Health mandatory and developmental requirements.
- Participate in drills and training exercises to prepare for emergency scenarios.
- Assist with Hospital Emergency Response (HERT) activations.
- Monitor and evaluate staff calls for quality improvement and Critical Success Factor statistics.
- Take responsibility for professional growth, development, and continuing education.
Benefits
- All-inclusive benefits starting on day one.
- Student loan repayment.
- Tuition reimbursement.
- Free college education programs.
- Retirement savings.
- Paid paternity leave.
- Fertility benefits.
- Backup elder and childcare.
- Pet insurance.
- PTO and holidays.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
