Contact Center Representative

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.JOB SUMMARYResponsible for call monitoring, transferring and paging hospital staff or serving as reserve staff to augment call center support activities within St. Lukes 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.The intent of this job description is to provide a summary of the major duties and responsibilities of this position and shall not be considered as a detailed description of all the work requirements that may be inherent in the position.
1. Places, receives, and routes a high volume of calls through a switchboard.
2. Maintains working knowledge of switchboard and staff paging features and functions.
3. Promptly answers all inbound and internal calls in professional manner; identifying the hospital and using appropriate salutations.
4. Page members of the hospital staff via radio, paging system(s) and/or public address systems.
5. Notify required on-call personnel of emergency situations.
6. Prepare and communicate shift turn-over documentation; identifying any pending issues, on-going issues or closed issues.
7. 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.
8. Provides base communication support for emergency Coordinator and/or Hospital Supervisor to assist situation command and control.
9. Provide overflow operator services to assist Service Improvement department, Infolink and other ancillary hospital departments with call based service assistance.
10. Work variable shifts to provide continuous departmental coverage.
11. Maintains confidentiality of all materials handled within the Network/Entity as well as the proper release of information.
12. Comply with Network and Departmental policies regarding issues of employee, patient and environmental safety and follows appropriate reporting requirements.
13. Demonstrates/models the Network's Service Excellence Standards of Performance in interactions with all customers (internal and external).
14. Demonstrates Performance Improvement in the following areas as appropriate: Clinical care/Outcomes, customer/Service Improvement, Operational System/Process, and Safety.
15. Demonstrates financial responsibility and accountability through the effective and efficient use of resources in daily procedures, processes and practices.
16. Complies with Network and departmental policies regarding attendance and dress code.
17. Performs additional duties dependent on department requirements.
18. Relaying and routing verbal and written messages to the physician's participating in the answering service and placing telephone calls or arranging conference calls as directed by physicians.
19. Routing emergency calls appropriately, paging physicians to inform about the physician answering service telephone calls, using paging and interoffice communication equipment.
PHYSICAL/SENSORY DEMANDS:
Sitting for up to 8 hours per day, 4 hours at a time; standing for up to 7 hours per day, 4 hours at a time; walking for up to 2 hours a day, 1 hour at a time. Requires crouching, kneeling, and lifting of objects weighing up to 40 pounds, pushing objects weighing up to 60 pounds. Requires hand and finger dexterity to perform repairs of small equipment and to use computer equipment. Seeing as it relates to general, near, color, and peripheral vision. Hearing as it relates to normal and telephone conversations.
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.

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