Senior Call Center Representative

Lehigh Valley Health Network•Allentown, PA

11d•Onsite

About The Position

Imagine a career at one of the nation's most advanced health networks. Be part of an exceptional health care experience. Join the inspired, passionate team at Lehigh Valley Health Network, a nationally recognized, forward-thinking organization offering plenty of opportunity to do great work. LVHN has been ranked among the "Best Hospitals" by U.S. News & World Report for 23 consecutive years. We're a Magnet(tm) Hospital, having been honored five times with the American Nurses Credentialing Center's prestigious distinction for nursing excellence and quality patient outcomes in our Lehigh Valley region. Finally, Lehigh Valley Hospital - Cedar Crest, Lehigh Valley Hospital - Muhlenberg, Lehigh Valley Hospital- Hazleton, and Lehigh Valley Hospital - Pocono each received an 'A' grade on the Hospital Safety Grade from The Leapfrog Group in 2020, the highest grade in patient safety. These recognitions highlight LVHN's commitment to teamwork, compassion, and technology with an unrelenting focus on delivering the best health care possible every day. Whether you're considering your next career move or your first, you should consider Lehigh Valley Health Network.

Requirements

High School Diploma/GED
3 years within a high-paced call center environment.
1 year customer service experience.
Ability to maintain effective interpersonal relationships.
Excellent communication skills both written and verbal.
Strong customer service orientation.
Effectively deals with multiple and changing priorities.
Team Leadership.

Responsibilities

Provides incoming call handling for hospital sites and emergency lines.
Responsible for answering incoming calls, transferring calls appropriately, and administrative duties.
Issues critical alerts and codes based on requests from clinical and operational departments.
Assists with maintaining call center team schedules and keeping physician on call schedules updated.
Functions as a coach and mentor to team members to achieve workflow standardization and design across the organization.
Provides general information to callers concerning physician office telephone numbers, area codes and hospital listings.
Utilizes LVHN’s current EMR system to provide callers information regarding patients’ room numbers, telephone numbers and discharge dates.
Functions as a liaison at change of shifts to assure all call center representatives are kept informed on changes.
Contacts providers according to daily on call schedules and makes immediate changes as necessary.
Assists in the troubleshooting, testing, maintenance, and design of internal communication systems.
Updates physician and physician office information on an as needed basis.
Determines the purpose of caller and forwards the incoming calls to the appropriate staff member or voice mailbox.
Alerts and directs staff to critical situations such as Codes and Alerts according to each distinct procedure.
Communicates any new or proposed policy, practice and structural or equipment changes, assuring that the information is understood and received by all call center colleagues.