Call Center Representative

Job description

Call Processing/Paging (answering, screening, routing, paging etc.)
• Use Information Systems for the following call types:
• Informational
• Emergent
• After-hours clinic and/or healthcare support
• Physician Advice and Referral Calls
• On-call and paging support o Multiple marketing events for OHSU
• Provide information to callers, including directions, addresses and hours of operation
• Paging appropriate personnel or on-call staff

Data Entry
• Assist departments with data entry for on-call schedules or paging status
• Change/check status/referal of pagers including forwarding calls from one pager to another and blocking pagers for vacations, in-surgery, unavailable, etc.

Emergent Call Processing
• Answering, coordination, and communication of numerous emergency procedures and OHSU Alerts.

Other Duties as Assigned by Department
• Knowledge of the English Language sufficient for telephone communication. AND
• High School Diploma or GED, AND
• One year experience in a call/contact center, preferably in a medical or hospital setting with multiple information systems OR
• Two years of heavy volume, multi-phone use/environment with multiple information systems.

Job Related Knowledge, Skills and Abilities (Competencies):
• Must be able to type minimum of 40wpm with 95% accuracy
• Proven skills in effective multi-tasking in a high stress environment, using different types of technology to quickly and accurately process calls.
• Proven experience of customer service showing empathy, situational awareness, and understanding.
• Ability to maintain reliable attendance and punctuality as defined by ITG Attendance Policy.
• Must be able to perform the essential functions of the position with or without accommodation
• Experience with windows and/or PC-based software systems.
• Experience in hospital or medical setting.
• Previous experience with automated directory or paging system is highly desirable.
• Knowledge of medical terminology, skill in operating a computerized central communications system