The Call Center Representative (CSR) is responsible for providing information both verbally and in writing that is accurate and professional to clinicians, staff, patients, their family and the general public on behalf of various hospital departments and physician offices in a 24x7 environment. Communication may include telephone, e-mail, chat, and/or other methods. Representative may be responsible for monitoring life safety equipment and alarms -- and responding via the appropriate protocol (e.g. overhead paging, alpha/numeric paging, telephone call, etc.). Representative must be computer literate with the ability to multitask and learn multiple software applications. Collaboration with IT groups and hospital departments 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 probing skills.
Excellent communication skills required with a strong command 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-up skills.
A certain degree of creativity and latitude required while resolving unusual or adverse situations and dealing with difficult customers with diplomacy and understanding, making sound decisions based on available facts.
Ability to effectively deal with stress, work varying shifts, holidays, weekends and overtime as required in a 24x7 working environment.
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 use technology.
Experience working in a Healthcare environment is preferred.
Prefer A+, ITIL, STI, CIAC, ATSI or comparable.
Cook Children's is an EOE/AA, Minority/Female/Disability/Veteran employer.
Cook Children's Health Care System embraces an inspiring Promise – to improve the health of every child in our region through the prevention and treatment of illness, disease and injury. Based in Fort Worth, Texas, we’re proud of our long and rich tradition of serving our community.