Call Center Representative – Switchboard

Call Center Representative – Switchboard

Requirements

• High School Graduate
• 1 or more years of experience talking, typing and listening simultaneously in a customer service environment.

Responsibilities

• Assists with operations of the Switchboard call center for the University of Kansas Health System and Medical Center.
• Utilizes all software systems (Genesis, Communicator, OnCall, Epic) to provide professional service to all callers, internal and external.
• Triages incoming calls to determine caller needs and manage the callers’ expectations with the highest level of customer service and efficiency by utilizing all available software resources.
• Provides answering service for clinical and administrative departments.
• Provides code and personal pager management and pager programming after hours, weekends and holidays.
• Activates medical code tests on all software systems, ensuring paging hardware and software systems are functioning.
• Activates medical and security code teams.
• Initiates non urgent text pages to administrative and clinical staff.
• Maintains the on call schedules in the web on call system and Qgenda; makes changes to the schedules after hours as needed; documents changes and sends communication to hospital, physicians and university departments as needed.
• Utilizes internal overhead paging system.
• Attend all individual, department and health system meetings, training and reviews as needed.
• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.

Preferred Qualifications

• Associates Degree in Communications, Business or Health Care Administration from an accredited college or university.
• 2 or more years of experience in call center based customer service, health care call center or Emergency Dispatch Call Center.
• 1 or more years of experience utilizing Call Center Software to answer, transfer, page and email in a customer service environment.