Phoenix Children's
Communications Center Agent
Department: CORP | Call Center Services Location: Phoenix Shift: Mon-Fri, Sat, Sun, Shifts Vary, 7am-9pm Category: Lobby Services Employee Type: PRN
Position Summary This position is the 24/7 physician answering service and operator for Phoenix Children's. This critical service connects internal and external callers with providers by following electronic schedules and protocol for a given scenario. Triages code and emergency calls, including internal 911 calls, then notifies the appropriate responders using various technologies such as phone, SMS, secure message, and public address systems. Additionally, provides routine information by phone and electronic chat, hospital directory assistance, transfers calls to the appropriate location, provides basic after‑hour help desk support, and dispatches patient transport requests.
Responsibilities
Provides outstanding customer service as answering service for medical providers and specialty offices.
Answers telephone calls forwarded from medical provider offices and internal departments, completing screening questions and documenting patient demographics.
Reads electronic schedules to locate the correct provider and determines the appropriate method of contacting based on condition, time, and protocol.
Completes follow‑up for undelivered messages and escalates according to escalation instructions.
Maintains provider contact numbers updated, including temporary changes and long‑term updates.
Performs general hospital operator services: electronic chat, telephone and paging services.
Communicates general information, including directions, services, call routing, staff directory and patient directory assistance, and insurance plans.
Manages dispatching duties by monitoring electronic transport systems and assigning transport requests based on location and priority.
Communicates with nursing, diagnostic testing, Pre‑op/PACU areas, and other departments to ensure timely patient movement.
Responds to Code, Emergency, and Disaster services, notifying appropriate responders via phone, SMS, secure message, and public address systems.
Maintains regulatory compliance with call‑center policies and HIPAA confidentiality procedures.
Operates office equipment related to the call‑center, including fax, printer, PC, monitors, headsets, phones, pagers, and public address systems.
Performs miscellaneous job‑related duties as requested.
Qualifications
Education:
High school diploma or equivalent.
Experience:
2 years of customer service experience; 2 years of experience using electronic scheduling systems or calendars with electronic records or dispatching.
Preferred Experience:
Answering service, high‑volume call center, phone customer service, web chat; Hospital or healthcare experience with medical terminology; Experience with national and international dialing rules.
Special Skills:
Communication skills with attention to detail; multitasking; bilingual English/Spanish.
Physical Requirements
Fine motor skills (pinching, gripping); Constantly.
Sitting; Constantly.
Talking; Constantly.
Near vision; Constantly.
Color discrimination; Frequently.
Use of keyboard, mouse, and/or computer equipment; Constantly.
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Department: CORP | Call Center Services Location: Phoenix Shift: Mon-Fri, Sat, Sun, Shifts Vary, 7am-9pm Category: Lobby Services Employee Type: PRN
Position Summary This position is the 24/7 physician answering service and operator for Phoenix Children's. This critical service connects internal and external callers with providers by following electronic schedules and protocol for a given scenario. Triages code and emergency calls, including internal 911 calls, then notifies the appropriate responders using various technologies such as phone, SMS, secure message, and public address systems. Additionally, provides routine information by phone and electronic chat, hospital directory assistance, transfers calls to the appropriate location, provides basic after‑hour help desk support, and dispatches patient transport requests.
Responsibilities
Provides outstanding customer service as answering service for medical providers and specialty offices.
Answers telephone calls forwarded from medical provider offices and internal departments, completing screening questions and documenting patient demographics.
Reads electronic schedules to locate the correct provider and determines the appropriate method of contacting based on condition, time, and protocol.
Completes follow‑up for undelivered messages and escalates according to escalation instructions.
Maintains provider contact numbers updated, including temporary changes and long‑term updates.
Performs general hospital operator services: electronic chat, telephone and paging services.
Communicates general information, including directions, services, call routing, staff directory and patient directory assistance, and insurance plans.
Manages dispatching duties by monitoring electronic transport systems and assigning transport requests based on location and priority.
Communicates with nursing, diagnostic testing, Pre‑op/PACU areas, and other departments to ensure timely patient movement.
Responds to Code, Emergency, and Disaster services, notifying appropriate responders via phone, SMS, secure message, and public address systems.
Maintains regulatory compliance with call‑center policies and HIPAA confidentiality procedures.
Operates office equipment related to the call‑center, including fax, printer, PC, monitors, headsets, phones, pagers, and public address systems.
Performs miscellaneous job‑related duties as requested.
Qualifications
Education:
High school diploma or equivalent.
Experience:
2 years of customer service experience; 2 years of experience using electronic scheduling systems or calendars with electronic records or dispatching.
Preferred Experience:
Answering service, high‑volume call center, phone customer service, web chat; Hospital or healthcare experience with medical terminology; Experience with national and international dialing rules.
Special Skills:
Communication skills with attention to detail; multitasking; bilingual English/Spanish.
Physical Requirements
Fine motor skills (pinching, gripping); Constantly.
Sitting; Constantly.
Talking; Constantly.
Near vision; Constantly.
Color discrimination; Frequently.
Use of keyboard, mouse, and/or computer equipment; Constantly.
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