Call Center Representative

Under the direction of the Business Office Supervisor, the Call Center Representative is responsible for providing exemplary customer service to the hospital’s clients, handling all incoming telephone calls and collecting information from patients.

Essential Duties and Responsibilities:

• Professionally answer and process incoming telephone calls timely and accurately.
• Respond and accurately process emergency notification requests including overhead announcements and escalation.
• Answer questions of caller according to hospital policy and direct calls to the appropriate department.
• Demonstrates clear ownership of workplace and patient safety.
• Reports mistakes, near misses, adverse events and quality and safety concerns.
• Participates in the development and implementation of safety and quality improvement activities.
• Protects patient confidentiality and abides by all HIPAA and privacy laws.
• Other duties may be assigned.

Job Qualification Requirements:

Education: High School Diploma/GED Required

Licensure/Certification: none

Experience: Customer Service experience preferred.

• Basic technical proficiency – Will need to use a modern office phone and Windows computer.
• Comfortable speaking on the phone with many clients throughout the day. Able to move through calls quickly while providing information to clients and hospital staff with courtesy and professionalism.

Physical Requirements: Frequent sitting and occasional periods of standing/walking. Occasionally lift up to 20 lbs.