Support Operator - Associate

American Addiction Centers • Charlotte, NC

12d • $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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees