Summary: The Call Center Representative (CSR) is responsiblefor providing information both verbally and in writing that is accurate andprofessional to clinicians, staff, patients, their family and the generalpublic on behalf of various hospital departments and physician offices in a24x7 environment. Communication may include telephone, e-mail, chat,and/or other methods. Representative may be responsible for monitoring lifesafety equipment and alarms -- and responding via the appropriate protocol (e.g.overhead paging, alpha/numeric paging, telephone call, etc.). Representativemust be computer literate with the ability to multitask and learn multiplesoftware applications. Collaboration with IT groups and hospitaldepartments is critical for success in this position.
High School diploma or GED required.
One-two years of previous Call Center experience required.
Preferred experience includes Bilingual (English/Spanish)and prior Level I Help Desk experience along with troubleshooting and probingskills.
Excellent communication skills required with a strongcommand of the English language (bilingual preferred).
Outstanding listening and problem solving abilities.
Must be able to multi-task under stress.
Must have above average problem resolution and follow-upskills.
A certain degree of creativity and latitude required whileresolving unusual or adverse situations and dealing with difficult customerswith diplomacy and understanding, making sound decisions based on availablefacts.
Ability to effectively deal with stress, work varyingshifts, holidays, week-ends and overtime as required in a 24x7 workingenvironment.
Must be able to type a minimum of 30 WPM.
Must be able to effectively work with technology (PC /Laptop / Scripting System / etc.) and have a demonstrable ability to usetechnology.
Experience working in a Healthcare environment ispreferred.