Call Center Representative

Description:

The Call Center is a Critical Function Unit, responding to over 6,000 incoming and outgoing calls daily for the diverse needs of OHSU's missions; including staff, patients, general public, and external professionals conducting business with OHSU. The Call Center Representative position is critical to the success and operational efficiency of OHSU, working in a call center which operates 24 hours a day, 7 days a week, 365 days a year.

Representatives work with a wide variety of callers. It is imperative that the Representative properly screen vague or incomplete requests so that the call may be connected or paged, to the appropriate person or area. The Representative is generally the first impression of OHSU by the general public. Therefore, this position requires a high level of professionalism, accuracy, attention to detail, empathy, technical savvy, and customer service. Individuals must be able to multi-task, ask clarifying questions to ascertain customer needs, and thrive in a very fast paced, high-volume, non-scripted environment.

Function/Duties of Position

Call Processing/Paging (answering, screening, routing, paging etc.)
 

• Use Information Systems for the following call types:
  • Informational
  • Emergent
  • After-hours clinic and/or healthcare support
  • Physician Advice and Referral Calls
  • On-call and paging support o Multiple marketing events for OHSU
• Provide information to callers, including directions, addresses and hours of operation.
• Paging appropriate personnel or on-call staff.

Data Entry
 

• Assist departments with data entry for on-call schedules or paging status.
• Change/check status/referral of pagers including forwarding calls from one pager to another and blocking pagers for vacations, in-surgery, unavailable, etc.
   

Emergent Call Processing
 

• Answering, coordination, and communication of numerous emergency procedures and OHSU Alerts.
   

Other duties as assigned by department.

Required Qualifications
 

• High School Diploma or GED; AND
• One year of experience in a call/contact center, preferably in a medical or hospital setting; OR
• Two years of heavy volume, multi-phone use/environment with multiple information systems.
   

Knowledge, Skills And Abilities
 

• Knowledge of the English Language sufficient for telephone communication.
• Must be able to type minimum of 40wpm with 95% accuracy.
• Proven skills in effective multi-tasking in a high stress environment, using different types of technology to quickly and accurately process calls.
• Proven experience of customer service showing empathy, situational awareness, and understanding.
• Ability to maintain reliable attendance and punctuality as defined by ITG Attendance Policy.