What are the responsibilities and job description for the Service Desk Operator (Full-Time, Tue 10A-8P Weds- Fri 12P-10P) position at Washington Regional Medical System?
Organization Overview, Mission, Vision, and Values
Our mission is to improve the health of people in the communities we serve through compassionate, high-quality care, prevention, and wellness education. Washington Regional Medical System is a community-owned, locally governed, non-profit health care system located in Northwest Arkansas in the heart of Fayetteville, which is consistently ranked among the Best Places to live in the country. Our 425-bed medical center has been named the #1 hospital in Arkansas for five consecutive years by U.S. News & World Report. We employ 3,400 team members and serve the region with over 40 clinic locations, the region’s only Level II trauma center, and five Centers of Excellence - the Washington Regional J.B. Hunt Transport Services Neuroscience Institute; Washington Regional Walker Heart Institute; Washington Regional Women and Infants Center; Washington Regional Total Joint Center; and Washington Regional Pat Walker Center for Seniors.
Position Summary
The role of the Service Desk Operator I reports to the Service Desk Manager. This position is responsible for performing telephone operations in a high-volume healthcare and emergency call center environment. This position will provide quality communication amongst multiple entities in a timely and professional manner.
Essential Position Responsibilities
- Perform telephone operations in a high-volume call center environment.
- Process complex emergency tasks for safety codes through administering call team notifications, documentation, and dissemination of information for all calls while notifying appropriate personnel and following call and code requirements and maintain standards of operations.
- Adhere to strict guidelines related to the security and integrity of patient and organizational data to ensure the release of information is consistent with all privacy policies and within HIPAA guidelines.
- Perform administrative duties such as call handling, call log documentation, pager assignments, and all other duties as assigned.
- Maintain adherence to the standards of customer service, effective communication and courtesy that fosters positive working relationships and ensure effectively meeting and maintaining established standards for every interaction and effective de-escalation protocol.
- Assist with providing coverage on any shift, as needed to staff a 24/7 department.
Qualifications
- Education: High school diploma or GED
- Licensure and Certifications: N/A
- Experience: Previous call center or dispatch operator experience, preferred
Work Environment: This position will spend 90% of work time sitting while performing frequent repetitive motions such as picking up a telephone, typing, and speaking for the duration of their scheduled shift. This position will spend 10% of work time standing and/or walking short distances while occasionally pushing, pulling, lifting and/or carrying up to 50 lbs.