Department Overview

The Customer Support Specialist position is critical to the success and operational efficiency of OHSU, working in a call center which operates 24 hours a day, 7 days a week, 365 days a year.

As a Critical Function Unit, responding to over 6,000 incoming and outgoing calls daily for the diverse needs of OHSU’s missions, Customer Support Specialists provide excellent customer care to staff, patients, general public, and external professionals conducting business with OHSU. 

The Specialist is generally the first impression of OHSU by the general public. Therefore, this position requires a high level of professionalism, accuracy, attention to detail, empathy, technical savvy, and customer service. Individuals must be able to multi-task, to ascertain customer needs, and thrive in a very fast paced, high-volume, non-scripted environment. Working with a wide variety of callers, it’s imperative that the Specialist properly screen vague or incomplete requests so that the call may be connected or paged, to the appropriate person or area.

Specialists will be handling emergent calls (e.g. Code Blue/Medical emergency, Code Red/Fire, and Code Green/Combative or threatening patient) and will be expected to send immediate communications through multiple modes (phone, belt-based paging, overhead paging, Vocera, and emergency alert notifications).

Specialists must be able to seamlessly and immediately transition to back-up/redundant systems if outages occur.

Benefits:

• Medical, dental and vision, Pension/Retirement benefits, tuition assistance, childcare assistance, generous paid vacation and sick leave, employee discounts and more!
• Membership in AFSMCE Local 328 offers online associate degrees for the employee and/or employee’s family at no cost.

Function/Duties of Position

Call Processing:

• Triage and transfer calls to clinics and various departments during business hours
• Provide after-hours messages to clinics
• Page on call providers for both internal and external customers
• Transfer calls to Help Desks
• Transfer callers to in-patient floors
• Handle Code calls with precision

Use Information Systems for the following call types:

• Emergent—codes, alerts, and system outages
• After-hours clinic and/or healthcare support—which includes patient calls as well as outside facility requests for medical records and Care Everywhere IDs
• Physician Advice and Referral Services calls (PARS)
• Paging appropriate personnel or on-call staff
• Provide information to callers, including directions, addresses and hours of operation
• Various marketing events for OHSU

Data Entry:

• Change/check status/referral of pagers including forwarding calls from one pager to another and blocking pagers for vacations, in-surgery, unavailable, etc.
• Assist departments with data entry for on-call schedules or paging status

Emergent Call Processing:

• Answering, coordination, and communication of numerous emergency procedures and OHSU Alerts.

Required Qualifications

Education/Experience:

• Knowledge of the English Language sufficient for telephone communication.
• Must be able to type minimum of 40 wpm with 95% accuracy. AND
• High School Diploma or GED, AND
• One-year experience in a call/contact center, preferably in a medical or hospital setting with multiple information systems OR
• Two years of heavy volume, multi-phone use/environment with multiple information systems.

Job Related Knowledge, Skills and Abilities:

• Proven skills in effective multi-tasking in a high stress environment, using different types of technology to quickly and accurately process calls.
• Proven experience of customer service showing empathy, situational awareness, and understanding.
• Ability to maintain reliable attendance and punctuality as defined by ITG Attendance Policy.
• Must be able to perform the essential functions of the position with or without accommodation

Additional Details

Please note: Effective Oct. 18, 2021, all OHSU employees are required to be fully vaccinated against COVID-19 unless they have an approved medical or religious exception. If you are hired by OHSU after Oct. 18, you will need to be fully vaccinated (or obtain an approved exception) prior to starting work, and need to provide proof of vaccination (or approved exception) within 10 days of starting work.

All are welcome

Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or aaeo@ohsu.edu. As an organization devoted to the health and well-being of people in Oregon and beyond, OHSU requires its employees to be fully vaccinated against COVID-19.