CONSOLE OPERATOR

This individual is responsible for handling all internal and external customers who place calls to the Covenant Healthcare Communications and Physician Answering Services.   In addition, the Specialist will initiate emergency notification procedures and provide afterhours critical issue support by managing communications with key staff in various departments including the IT Help Desk, Clinical Engineering, Hospital Medicine, Cardiac Cath, and Endoscopy.

A Call Center Specialist must actively manage each call by taking ownership of it to enhance the customer experience and build relationships.   The Call Center Specialist will determine callers' needs, update customer information & schedules, identify and escalate priority issues, monitor alarm systems, initiate a variety of emergency procedures, follow up customer calls where necessary, and document all call information according to standard operating procedures.  The Specialist will be expected to work extra hours as needed to fill shift vacancies created by paid time off requests and to participate in a standby rotation with other Specialist to cover short notice absences.  A Call Center Specialist must have a pleasant speaking voice with clear and distinct enunciation, exhibit a tolerance to stress, be proficient with data entry, knowledgeable of call center telephony and technology, and understand customer service principles and practices. 

The Call Center Specialist 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.

Under the direction of the Manager of Information Systems, receives and handles all incoming calls, efficiently & courteously. 

Records and faxes or sends secure & 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 over head announcements, alphanumeric pagers, secure mobile text and workstation notification systems.

Monitors fire and security alarms systems and makes appropriate response.

Takes calls/messages for the IT Helpdesk Bio Med, Endoscopy, Hospitalist and Cardiac Cath, page accordingly after business hours.

Dispatches interpreter phones and hearing-impaired laptops to the appropriate patients/campuses/nursing units. 

Maintains and verifies a log of equipment being sent and received.

Other duties as assigned.

High School diploma or equivalent, Associate degree preferred

Preferred:  Previous Call Center, 911, Switchboard or Console Operator experience

KNOWLEDGE/SKILLS/ABILITIES

Computer competency, Basic Personal Computer skills (keyboard & mouse, starting/stopping applications, minimizing/maximizing windows, etc..

Knowledge of email and text messaging systems.

Knowledge of standard office equipment

Preferred: Knowledge of multiple line phone sets and ACD queue monitoring.

Excellent oral and written communication skills.

Pleasant speaking voice with clear and distinct enunciation

Demonstrated organizational skills.

Corrected typing speed of at least 40 WPM .

Ability to simultaneously listen to caller, read online instructions, and accurately update systems using multiple monitors and keyboards .

Sound judgment in handling confidential or sensitive issues and material. 

WORKING CONDITIONS/PHYSICAL DEMANDS

Tolerance to stress.

Hearing acuity.

Ability to maintain punctual attendance consistent with the ADA, FMLA, and other federal, state, and local standards.

Frequent standing,

Constant sitting, talking, hearing, vision

Frequent twisting, reaching, handling,

Occasional standing, walking, lifting, carrying, pushing, pulling, climbing balancing, stooping, kneeling, squatting.

Occasional lifting up to 25 pounds.