What are the responsibilities and job description for the Customer Service Call Center Operator (Per Diem) position at St. Vincent's Medical Center?
Location Detail: St Vincents Medical Center (10427)
Shift Detail: Flexibility, day eves and nights
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St. Vincent’s Medical Center in Bridgeport has more than 3,200 employees. It includes a 473-bed community teaching hospital, a 76-bed inpatient psychiatric facility in Westport, a large multispecialty provider group, and special needs services for adults and children. St. Vincent’s is the first hospital in Fairfield County to be integrated into the Hartford HealthCare network, and is the system’s second-largest hospital.
Job Summary
Reporting to the Manager of Customer Service Call Center, the Customer Service Call Center Operator works to provide quality customer service to the organization’s telecommunication system users by routing call, assisting with announcement and drills and providing patient information following policies and procedures in place to protect privacy. This position updates and maintains schedules and logbooks for doctors, clinical staff and information tracking and ensures information is current and correct. This position also assists with language access requests for interpreters.
- Address the telephone needs of staff, physicians and community population by managing all calls in a timely and customer friendly manner.
- Answer and route all incoming calls to the correct location. Use paging systems as needed.
- Assist with drills and announcements as requested by administration
- Provide patient information utilizing the Epic system, following policies and procedures.
- Assist with language access requests for interpreters.
- Maintain and use knowledge of all code and emergency call procedures. Contact and communicate with emergency staff in a timely manner for all code and emergency calls.
- Maintain monthly logbooks with accurate information.
- Maintain on-call schedules, and ensure all daily schedule sheet information is correct.
- Assist with programing paging units correctly. Repairing and replace pagers as needed
- Ensure staff are receiving pages as necessary. Provide weekly test to ensure accuracy for code pagers.
Qualifications
- HS Diploma required
- Customer service experience required
- Some College preferred
- Some technical experience with pagers preferred
- Multiple phone line and healthcare experience preferred
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