Switchboard/Contact Center

Fairview Health Services•St. Paul, MN

13d•Onsite

About The Position

Join us in providing and supporting outstanding care to our patients and community! This is much more than a switchboard role. If you like the satisfaction of providing great customer service and resolution – whether it’s a simple phone call or the urgency of dealing with an emergency code call that cannot wait – this position is a nice mix of both!! If you like a broad customer base, this position will provide you with that as well – callers will vary from patients and family members to doctors and other health care providers (and everything in between). Your day will go by fast, but you will have a sense of satisfaction having worked through each situation and providing the customer service that Fairview strives to provide. This position will work in our Contact Center located out of our Midway Campus in St. Paul, MN. This site provides free street level lot parking along with 24x7 security to provide safety to our employee and visitors. Fairview is an award-winning nonprofit health care system with more than 24,000 employees and 2,300 aligned physicians. Based in Minneapolis, we provide exceptional, coordinated health care-from preventing illness and injury, to dealing with the most complex medical conditions. Hardworking, innovative, dedicated employees are critical to our future as we seek to improve the health of the communities we serve.

Requirements

Six months or more experience in customer service
Data entry/keyboarding skills
Ability to multi-task
Ability to work independently
Good time management skills
6-12 months customer service experience
Data entry/keyboarding skills
Ability to multi-task
Ability to work independently
Good time management skills

Nice To Haves

Post secondary education
One or more years call center customer service experience
One or more years customer service in a health care setting using medical terminology
Post-Secondary Education
1 to 2 years customer service experience
Previous work in medical field or with medical terminology

Responsibilities

Answer all incoming phone calls from our 10 metro hospitals 24x7
Assist physicians, patients, staff and visitors with their needs
Acts as a liaison for afterhours physician answering services
Activates time sensitive emergency codes across our system
Operation of PC windows-based computers and related applications
Ability to handle high volume of phone calls
Utilizes paging applications to communicate to providers and hospital response teams
Effectively copes with change; comfortably adjusts to alterations in work activities; able to decide and act with limited information; effectively handles risk and uncertainty in ambiguous situations.
Performs overhead announcements at our hospitals
Prioritizes the customer experience and acts with customers in mind in all situations, dedicated to meeting the expectations and requirements of internal and external customers.
Shown ability to provide care or service adjusting approaches to reflect developmental level and cultural differences of population served.
Answer and complete calls from multiple sites in a positive and professional manner
Communicates appropriate written and verbal information in a clear, concise, accurate and considerate manner as recorded, observed or documented by peers and supervisors.
Monitors numerous alarm systems, following standard protocol for communication and resolution of the issue.
Ability to act quickly to ensure dispatch of emergency response teams in a timely manner, following standard protocols for each code, includes ability to overhead page in a clear calm manner.
Ability to answer calls and act as the answering service contact for clinics and specialties, ensuring accuracy of information and ability to relay information in a timely and accurate manner to the appropriate physician or clinician.
Provide pager repair and programming
Maintains confidentiality in all aspects of the job. Information from patient medical records is not revealed or relayed to others except in accordance with policy.
Demonstrates ability to prioritize the customer experience and act with customers in mind in all situations.
Establish and maintain trusting and respectful relationships with customers.
Communicates in a respective manner.
Ensures a safe, secure environment.
Effectively cope with change, comfortably adjusting to alterations in work.
Ability to decide and act with limited information
Ability to share information and expertise with peers to ensure customer satisfaction
Takes actions to meet customer needs/desires with respect to customer diversity
Fulfills all organizational requirements
Completes all required learning relevant to the role
Complies with and maintains knowledge of all relevant laws, regulation, policies, procedures and standards.
Support the mission and vision
Fosters a culture of improvement, efficiency and innovative thinking.
Once the skills are mastered, employees with a 0.6 FTE or higher will be trained to perform Level II responsibilities: including inpatient consults. This will be on an as needed based due to business needs.
Performs other duties as assigned