Call Center Representative

Job description

Location:
Medical Center - Fort Worth
Department:
Solutions Center
Shift:
Second Shift (United States of America)
Standard Weekly Hours:
20
Summary:
The Call Center Representative (CSR) is responsible for providing information both verbally and in writing that is accurate and professional to clinicians, staff, patients, their family and the general public on behalf of various hospital departments and physician offices in a 24x7 environment. Communication may include telephone, e-mail, chat, and/or other methods. Representatives may be responsible for monitoring life safety equipment and alarms -- and responding via the appropriate protocol (e.g. overhead paging, alpha/numeric paging, telephone call, etc.). Customer Service Representative must be computer literate with the ability to multitask and learn multiple software applications. Collaboration with IT groups and hospital departments is critical for success in this position.
Schedule:
Must be available for any schedule, 24/7, 365 days a year. While this position is part time, if additional support is needed your schedule may shift to support the hospital's operational needs. 20 hours per week.
Qualifications:
• High School Diploma or GED required.
• One year of previous Call Center or Customer Service experience required
• Preferred experience includes Bilingual (English/Spanish) and prior Level I Help Desk experience along with troubleshooting and probing skills.
• Excellent communication skills required with a strong command of the English language (bilingual preferred).
• Outstanding listening and problem-solving abilities.
• Must be able to multi-task under stress.
• Must have above average problem resolution and follow-up skills.
• A certain degree of creativity and latitude required while resolving unusual or adverse situations and dealing with difficult customers with diplomacy and understanding, making sound decisions based on available facts.
• Ability to effectively deal with stress, work varying shifts, holidays, weekends and overtime as required in a 24x7 working environment.
• Experience working in healthcare preferred
• Knowledgeable with computers, scripting, and Microsoft Office experience including typing a minimum of 30 wpm
• Adherence to HIPAA and governmental compliance is required in this role.
• Soft skills required are Grammar, pronunciation, vocabulary skills, and patience.

About Us:
Cook Children’s is an equal opportunity employer. As such, Cook Children’s offers equal employment opportunities without regard to race, color, religion, sex, age, national origin, physical or mental disability, pregnancy, protected veteran status, genetic information, or any other protected class in accordance with applicable federal laws. These opportunities include terms, conditions and privileges of employment, including but not limited to hiring, job placement, training, compensation, discipline, advancement and termination.
Cook Children’s is a Texas-only employer. If you are hired, you will need to maintain your primary residence within the state of Texas, along with all licenses and credentials required for your position throughout your employment.