CALL CENTER SPECIALIST

The Call Center Specialist delivers exceptional customer service and builds relationships by handling inbound and/or outbound calls in a timely, professional, and courteous manner to support Covenant HealthCare communication and physician answering services.

The Call Center Specialist initiates emergency notification procedures and provides after hour critical issue support by managing communications with key staff in various departments.

Demonstrates excellent customer service performance in that his/her attitude and actions are at all times consistent with the standards contained in the Vision, Mission and Values of Covenant HealthCare and the commitment to Extraordinary Care for Every Generation.

Customer Interaction & Support

• Answer high volume of inbound calls from patients, caregivers, and healthcare providers in a courteous, empathetic manner. Take calls and messages for the IT Helpdesk Bio Med, Endoscopy, Hospital Medicine and Cardiac Cath, and page accordingly after business hours.
• Document all patient interactions accurately per department policy.
• Meet or exceed performance metrics such as call handling time, customer satisfaction, and quality scores.
• Records, faxes or sends secure and non-secure text to relay messages for physician answering service clients, employees and physicians.
• Enters and maintains call schedules for Physicians Answering Service, Physicians groups and various hospital departments.
• Initiates emergency procedures using various hospital notification systems, including overhead announcements, alphanumeric pagers, secure mobile text and workstation notification systems.
• Monitors fire and security alarms systems and makes appropriate response.
• Dispatches interpreter phones and hearing-impaired laptops to the appropriate patients, offices, campuses, and nursing units.�
• Documents, maintains and verifies equipment log of items sent and received.
Performs other duties as assigned.

Compliance & Quality

• Follow company scripts, communication standards, and regulatory requirements.
• Maintain confidentiality of all customer and company information.
Participate in ongoing training to stay current on products, services, and system updates.

Team Collaboration

• Provide feedback on recurring customer issues or process improvements.
• Support team goals through collaboration, attendance, and shared responsibility for call center success.
• Work extra hours, as needed, to fill shift vacancies, time off, etc.
• Participate in a standby rotation to cover short notice staffing.�

EDUCATION/EXPERIENCE

• High School diploma and/or equivalent required. Associate degree preferred.
• Experience in a high?volume call environment (call center, switchboard, 911 center or console operator) preferred. Bilingual skills (e.g., Spanish/English) preferred.

KNOWLEDGE/SKILLS/ABILITIES

• Knowledge of email and text messaging systems, standard office equipment, multiple line phone sets and ACD queue monitoring.
• Excellent oral communication and interpersonal skills.
• Pleasant speaking voice with clear and distinct enunciation
• Excellent organization, time management skills and attention to detail.
• Proficiency with basic computer and typing skills.
• Ability to simultaneously listen to caller, read online instructions, and accurately update systems using multiple monitors and keyboards.
• Ability to remain calm in stressful/difficult situations while demonstrating sensitivity and compassion in all interactions.
• Ability to work independently or as part of a team.
• Ability to maintain confidential information.

WORKING CONDITIONS/PHYSICAL DEMANDS

• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
• Constant sitting, feeling, talking, hearing, handling, near vision and field of vision.
• Occasional lifting up to 25 lbs.
• Occasional walking, twisting, reaching, carrying, pushing, pulling, stooping, kneeling, crouching, squatting, crawling, and far vision.��