CALL CENTER REP - PHYS ANSWER
Aultman Health Foundation, East Canton, OH, United States
Aultman Call Center Representative
Aultman call center representatives are responsible for managing key communication within the organization. They act as the answering service for over 600 contracted physicians, taking messages, and paging on call physicians for hospitals, patients, and other facilities. Calls to physicians include consults, general pages from hospitals, and triaged patient calls for after hour emergencies. Each operator listens intently to each caller to determine the nature of the call and process it respectively. The operators are also responsible for over heading, and paging out several emergency procedures to code teams, to provide patients with quick and effective care. Aultman hospital operators are the main source of communication for the organization; providing physicians, nurses and other staff the information they need to care for our patients, and consoling patient family members and friends when they are under our care. Responsibilities include managing high volumes of inbound and outbound calls in an accurate and timely manner, following call center scripts when handling different topics and clients, listening intently to determine the nature of the call, identifying customer needs, clarifying information, researching issues and providing solutions while dispatching the calls accordingly. Directing callers to extensions quickly and accurately, providing necessary patient information while following HIPAA guidelines, providing paging, texting, emailing and faxing to departments, personnel and physicians, tracking on-call schedules for physicians and departments, and taking detailed messages including appointment cancellations, physician messages, patient information calls, hospital information calls, and physician consult requests. Paging emergency procedures through pagers, cellular and overhead paging system, including code blue, code pink, OB stat team, rapid response, trauma alert, stroke alert, sepsis alert, STEMI alert, and open heart team paging. Job requirements include excellent communication skills, a customer service friendly attitude, good typing skills, ability to work individually and part of a team, ability to work in high volume, stressful situations, ability to multi-task, set priorities and manage time effectively, and ability to problem solve. A six-week paid training program is scheduled at full-time hours for all new employees until training is complete. Type of team member: non-medical; clerical. High school diploma or GED preferred. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, identity, family status, gender, disability, or veteran status. Working conditions include the department operating 24 hours/day, 365 days/year with staggered shifts scheduled according to call volume. Weekend and holiday rotations apply.
Aultman call center representatives are responsible for managing key communication within the organization. They act as the answering service for over 600 contracted physicians, taking messages, and paging on call physicians for hospitals, patients, and other facilities. Calls to physicians include consults, general pages from hospitals, and triaged patient calls for after hour emergencies. Each operator listens intently to each caller to determine the nature of the call and process it respectively. The operators are also responsible for over heading, and paging out several emergency procedures to code teams, to provide patients with quick and effective care. Aultman hospital operators are the main source of communication for the organization; providing physicians, nurses and other staff the information they need to care for our patients, and consoling patient family members and friends when they are under our care. Responsibilities include managing high volumes of inbound and outbound calls in an accurate and timely manner, following call center scripts when handling different topics and clients, listening intently to determine the nature of the call, identifying customer needs, clarifying information, researching issues and providing solutions while dispatching the calls accordingly. Directing callers to extensions quickly and accurately, providing necessary patient information while following HIPAA guidelines, providing paging, texting, emailing and faxing to departments, personnel and physicians, tracking on-call schedules for physicians and departments, and taking detailed messages including appointment cancellations, physician messages, patient information calls, hospital information calls, and physician consult requests. Paging emergency procedures through pagers, cellular and overhead paging system, including code blue, code pink, OB stat team, rapid response, trauma alert, stroke alert, sepsis alert, STEMI alert, and open heart team paging. Job requirements include excellent communication skills, a customer service friendly attitude, good typing skills, ability to work individually and part of a team, ability to work in high volume, stressful situations, ability to multi-task, set priorities and manage time effectively, and ability to problem solve. A six-week paid training program is scheduled at full-time hours for all new employees until training is complete. Type of team member: non-medical; clerical. High school diploma or GED preferred. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, identity, family status, gender, disability, or veteran status. Working conditions include the department operating 24 hours/day, 365 days/year with staggered shifts scheduled according to call volume. Weekend and holiday rotations apply.