Customer Serivce Representative, PBX Operations

The purpose of this role is to provide efficient, professional, and rapid responses to critical, time sensitive customer requests in the healthcare industry. This role serves as a communication resource for team members, healthcare staff and medical teams accessing services through the switchboard.

Provides customer service oriented support in a heavy volume call center that requires a rapid response time combined with responding to multiple incoming phone lines.

Provide customers with appropriate information, obtain necessary information, transfer customers to the correct departments/extensions.

Respond quickly, accurately, and efficiently to emergency situations including dispatching emergency personnel as well as emergency code calls.

Professionally perform overhead paging and utilization of the public-address system ensuring paging and hospice calls are documented meeting required compliance standards.

Precise utilization of the PBX console, headsets, telephone, and other related equipment is essential in effectively managing the heavy volume of requests received daily.

Elevated levels of confidentiality are required in maintaining the security and integrity of patient and organizational data.

Adapt and cross train to support additional areas of team focus such as but not limited to: work order process, P1 (critical) work orders, updating and maintaining resource manuals.

Perform special projects and other duties as required.


SCHEDULE

Example schedule: 10 hour shifts, 4 days a week such as Tuesday, Wednesday, Thursday, and Friday from 9:00 AM - 7:30 PM.

None

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High school diploma or general education degree (GED) required. Bachelors or 4-year degree preferred. Call Center experience preferred. Minimum two years (four years preferred) of related experience. Proven record of experience in providing excellent internal and external customer service.

None

Ability to effectively communicate verbally and non-verbally with all levels of individuals as well as in emergent situations. Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding. Ability to legibly hand-write routine reports and correspondence, including grammatical/spelling accuracy. Strong interpersonal skills combined with the ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor.

Ability to calculate simple figures such as percentages.

Ability to understand and carry out general instructions in standard situations. Ability to solve problems in standard situations. Requires basic analytical skills. Ability to utilize effective time management, prioritizing, and follow-through skills with all tasks and projects.


OTHER SKILLS and/or ABILITIES

Intermediate Knowledge of Microsoft Office Suite products. Ability to type 45-50 WPM. Knowledge with switchboard operations and related equipment a plus. Ability to manage multiple priorities with the capability to effectively handle a rapid response time. A successful candidate will be adaptable, high level of flexibility, strong ability to multi-task, attentive to even the most minute details, and extensive organizational skills are a must.

Decisions made with general understanding of procedures and company policies to achieve set results and deadlines. Errors in judgment may cause short-term impact to co-workers and supervisor.