Switchboard Representative - Engagement Center - Roper St. Francis Office Park

Roper St. Francis Healthcare•Ladson, SC

3d•Onsite

About The Position

The Switchboard Representative provides 24-hour, 7-day-a-week service, including receiving and directing internal/external calls for four hospitals and associated medical centers. The Switchboard Representative is responsible for determining the nature of inquiries and providing general information, service recovery for emergent situations, reporting on call trends impacting service, maintaining on-call lists of various departments, operating softwares, overhead paging systems, monitoring fire alarm panel, assists with provider referrals, assists with class registration, and client assistance to patients or health plan members. The candidate upholds the standards and strategic goals of the company-wide Customer Services program, promotes quality service, is always courteous and considerate, remains calm under pressure, and has excellent customer care skills. A consequence of errors could result in a delay in patient care. The candidate may be required to work nights, weekends, and holidays or report for natural disaster team duties. Due to the nature of the job, confidentiality is required. May be the only staff member on duty and will need to use initiative and be responsible for the full range of responsibilities.

Requirements

High school diploma and six months of experience operating a multi-line phone system in a similar setting OR GED and two years of customer service experience.
Clear voice.
Ability to communicate tactfully and courteously with all customers.
Strong listening skills.
Ability to work independently without supervision.
Ability to work in a high-pressure environment.
Ability to use standard office equipment (e.g., printers, faxes, etc.), computer systems, and software.
Fully competent and physically capable of performing duties.
Communicates with and actively participates with all levels within the corporation.
Corrected hearing to normal range.
No exposure to blood, body fluids, or tissue.
Possible exposure to infectious materials, communicable diseases, and/or other conditions common to a healthcare environment.
Requires shift work and/or irregular hours.
Ability to work extended hours with little to no notice.

Nice To Haves

Call Center experience is a plus.

Responsibilities

Receiving and directing internal/external calls for four hospitals and associated medical centers.
Determining the nature of inquiries and providing general information.
Service recovery for emergent situations.
Reporting on call trends impacting service.
Maintaining on-call lists of various departments.
Operating softwares.
Operating overhead paging systems.
Monitoring fire alarm panel.
Assisting with provider referrals.
Assisting with class registration.
Client assistance to patients or health plan members.
Upholding the standards and strategic goals of the company-wide Customer Services program.
Promoting quality service.
Being always courteous and considerate.
Remaining calm under pressure.
Utilizing excellent customer care skills.
Working nights, weekends, and holidays.
Reporting for natural disaster team duties.
Maintaining confidentiality.
Using initiative and being responsible for the full range of responsibilities when on duty alone.