Support Operator - Associate

Advocate Health and Hospitals Corporation•Charlotte, NC

11d•$19 - $28•Onsite

About The Position

This role is essential in a 24/7 centralized operation between Airport Center Parkway and Cabarrus. The position involves supporting 13+ acute care facilities by providing switchboard services, routing 300-500 incoming calls per day to the appropriate areas within each specific facility. Additionally, the role includes emergency code handling, where the associate receives and notifies the response team to a specific area, and facilities management, which entails receiving and triaging facility maintenance requests.

Requirements

High School Diploma
At least 2 years of experience in an incoming call center in a high-volume environment
Ability to multitask in a fast-paced, high-volume environment
Excellent attention to detail and adherence to protocols
Good communication skills
Comfort working rotational shifts to support staffing shortages as needed
Must be able to work weekends, holidays and overtime as required.
Must be available for occasional callback support.
Must be able to handle multiple lines, type, reach, read various prints and alarm panels at a distance of two to three feet, and work through loud noises.
This position requires high degree of proficiency in verbal and written communications.
Works in a sitting position must of day.
Works in a fast paced call center environment with constant telephone ringing and distractions.

Nice To Haves

Previous healthcare call center experience is a plus

Responsibilities

Responds to incoming calls, codes, alarms, and pages and contacts the appropriate personnel as indicated by the situation.
Answers incoming calls in a busy call center environment.
Performs basic call processing functions by meeting monitoring expectations, and successful completion of all training evaluations.
Access pertinent information using Xtend Communications windows based software with, or without ACD integration.
Responds to alarms, pages, messages, and codes and contacts personnel through beeper paging, intercom announcements, and phone calls as indicated by the situation.
Problem-solves and handle stressful situations.
Issues patient phone numbers, conditions, or general information in accordance with HIPAA guidelines.
Assists in maintaining logbooks and other documents and forms.

Benefits

Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program
Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
Premium pay such as shift, on call, and more based on a teammate's job
Incentive pay for select positions
Opportunity for annual increases based on performance