Call Center/Customer Service Representative, Full-time, Second Shift, Remote
Allentown, PA Allentown, PA Full-time Full-time Estimated:
$34.
3K - $43.
5K a year Estimated:
$34.
3K - $43.
5K a year 8 days ago 8 days ago 8 days ago St.
Luke's is proud of the skills, experience and compassion of its employees.
The employees of St.
Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care.
The Contact Center Representative is responsible for call monitoring, transferring and paging hospital staff or serving as reserve staff to augment call center support activities within St.
Luke's Health System.
By following good customer service protocol they will forward telephone calls in a fast, efficient and courteous manner and provide general physician paging services as required.
Communicates all necessary changes, enhancements and procedures to all necessary department teams.
JOB DUTIES AND
Responsibilities:
Provides callers with appropriate information.
Verifies patient demographics.
Schedules patient appointments.
Maintains a good working relationship with peers, RN's, office staff and Physicians.
Answers the phone in a professional manner; takes messages; directs calls to appropriate areas and or to the Nursing staff.
Demonstrates good listening skills and notifies the RN with urgent matters.
Demonstrates a complete knowledge of job responsibilities.
Ability to route patient documentation accurately.
Promptly answers all inbound and internal calls in professional manner; identifying the hospital and using appropriate salutations.
Page members of the hospital staff via radio, paging system(s) and/or public address systems.
Notify required on-call personnel of emergency situations.
Covers Emergency Operator Station, monitoring alarms and alerts to provide notification and dispatch services to security and emergency on call teams as required by the given situation.
Provides base communication support for Emergency Coordinator and/or Hospital Supervisor to assist situation command and control.
Performs other duties as assigned.
Works variable shifts to provide continuous departmental coverage.
Communicates problems to department Leads, Manager, or Director.
Ability to multitask and prioritize accordingly.
Asks questions to clarify misunderstanding.
Performs all functions in computer programs with ease.
Contributes to the statistical duties of a call center as directed by department Director, Manager or Team Leads.
Actively participates in performance improvement and continuous quality improvement (CQI) activities.
Actively participates on unit based shared governance committee and/or other unit or hospital committee or task force if requested.
Essential Functions:
Maintains confidentiality of all materials handled within the Network/ Entity as well as the proper release of information.
Complies with Network and departmental policies regarding issues of employee, patient and environmental safety and follows appropriate reporting requirements.
Demonstrates/models the Network's Service Excellence Standards of Performance in interactions with all customers (internal and external).
Demonstrates Performance Improvement in the following areas as appropriate:
Clinical Care/Outcomes, Customer/Service Improvement, Operational System/Process, and Safety.
Demonstrates financial responsibility and accountability through the effective and efficient use of resources in daily procedures, processes and practices.
Complies with Network and departmental policies regarding attendance and dress code.
Demonstrates competency in the assessment, range of treatment, knowledge of growth and development and communication appropriate to the age of the patient treated.
EDUCATION:
High School diploma or equivalent.
Associates and/or Bachelors degree preferred.
TRAINING AND
Experience:
Two years' experience in a Call Center is preferred.
WORK SCHEDULE:
5 - 8 hour shifts Please complete your application using your full legal name and current home address.
Be sure to include employment history for the past seven (7) years, including your present employer.
Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable.
It is highly recommended that you create a profile at the conclusion of submitting your first application.
Thank you for your interest in St.
Luke's!! St.
Luke's University Health Network is an Equal Opportunity Employer.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
$34.
3K - $43.
5K a year Estimated:
$34.
3K - $43.
5K a year 8 days ago 8 days ago 8 days ago St.
Luke's is proud of the skills, experience and compassion of its employees.
The employees of St.
Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care.
The Contact Center Representative is responsible for call monitoring, transferring and paging hospital staff or serving as reserve staff to augment call center support activities within St.
Luke's Health System.
By following good customer service protocol they will forward telephone calls in a fast, efficient and courteous manner and provide general physician paging services as required.
Communicates all necessary changes, enhancements and procedures to all necessary department teams.
JOB DUTIES AND
Responsibilities:
Provides callers with appropriate information.
Verifies patient demographics.
Schedules patient appointments.
Maintains a good working relationship with peers, RN's, office staff and Physicians.
Answers the phone in a professional manner; takes messages; directs calls to appropriate areas and or to the Nursing staff.
Demonstrates good listening skills and notifies the RN with urgent matters.
Demonstrates a complete knowledge of job responsibilities.
Ability to route patient documentation accurately.
Promptly answers all inbound and internal calls in professional manner; identifying the hospital and using appropriate salutations.
Page members of the hospital staff via radio, paging system(s) and/or public address systems.
Notify required on-call personnel of emergency situations.
Covers Emergency Operator Station, monitoring alarms and alerts to provide notification and dispatch services to security and emergency on call teams as required by the given situation.
Provides base communication support for Emergency Coordinator and/or Hospital Supervisor to assist situation command and control.
Performs other duties as assigned.
Works variable shifts to provide continuous departmental coverage.
Communicates problems to department Leads, Manager, or Director.
Ability to multitask and prioritize accordingly.
Asks questions to clarify misunderstanding.
Performs all functions in computer programs with ease.
Contributes to the statistical duties of a call center as directed by department Director, Manager or Team Leads.
Actively participates in performance improvement and continuous quality improvement (CQI) activities.
Actively participates on unit based shared governance committee and/or other unit or hospital committee or task force if requested.
Essential Functions:
Maintains confidentiality of all materials handled within the Network/ Entity as well as the proper release of information.
Complies with Network and departmental policies regarding issues of employee, patient and environmental safety and follows appropriate reporting requirements.
Demonstrates/models the Network's Service Excellence Standards of Performance in interactions with all customers (internal and external).
Demonstrates Performance Improvement in the following areas as appropriate:
Clinical Care/Outcomes, Customer/Service Improvement, Operational System/Process, and Safety.
Demonstrates financial responsibility and accountability through the effective and efficient use of resources in daily procedures, processes and practices.
Complies with Network and departmental policies regarding attendance and dress code.
Demonstrates competency in the assessment, range of treatment, knowledge of growth and development and communication appropriate to the age of the patient treated.
EDUCATION:
High School diploma or equivalent.
Associates and/or Bachelors degree preferred.
TRAINING AND
Experience:
Two years' experience in a Call Center is preferred.
WORK SCHEDULE:
5 - 8 hour shifts Please complete your application using your full legal name and current home address.
Be sure to include employment history for the past seven (7) years, including your present employer.
Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable.
It is highly recommended that you create a profile at the conclusion of submitting your first application.
Thank you for your interest in St.
Luke's!! St.
Luke's University Health Network is an Equal Opportunity Employer.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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