Requisition ID: 61134

Location: Presence St Joseph Med Joliet

Location Address:
333 Madison Street, Joliet, IL 60435-8200 United States (US)

Daily Hours: 4
Standard Hours: 20
Employment Status: Part-time
Employment Type: Regular
Shift: Day
FLSA: N

SUMMARY

The Call Center Representative I is responsible for managing incoming, outgoing, directory assistance and interoffice calls effectively and in a professional, timely and technically competent manner. Processes paging requests and makes authorized public address system announcements. Manages emergency codes as necessary. Provides excellent customer service to customers including patients, physicians, associates and external parties. Learns the mission, vision values and strategic goals of Presence Health and incorporates them in their work.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Call Management: Manages incoming, outgoing, directory assistance and interoffice calls effectively and in a professional, timely and technically competent manner. Meets performance objectives for answering response times, quality performance and caller satisfaction. Effectively handles paging requests and performs "Page Desk" functions using manual and computer based systems. Makes authorized announcements over the public address system. Processes and announces Emergency Codes.

Protocol Facilitation: Facilitates all protocols in a proactive, customer service fashion, using integrated computer based systems. Follows established departmental policies, procedures, processes, answering standards, quality assurance programs and safety standards, using good judgment and common sense. Performs system administrative and maintenance tasks on various automated systems.

Customer Service: Provides excellent service to customers including patients, physicians, associates and external parties. Addresses customer requests in a friendly, effective and timely manner. Learns the mission, vision values and strategic goals of Presence Health and incorporates them in their work. Participates in the department's performance improvement initiatives. Demonstrates mature and professional demeanor at all times. Receives guidance from more experienced team members. Develops the confidence to take the initiative to ensure calls are handled quickly and efficiently on the first call.

Record Management: Notifies senior call center members when discrepancies or improvements can be made to call center databases, Code Blue tests and paging groups.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Requires excellent customer service orientation, listening skills and verbal and written communication skills
• Ability to work effectively in a fast-paced environment
• Understands and applies strict discretion in handling all confidential information and Electronic Protected Health Information
• Availability to travel between ministries and business partners

Education and/or Experience

• 1 year experience as an operator or receptionist, preferably in a healthcare setting
• Bilingual preferred

Business Unit: Presence St Joseph MC Joliet

COMPANY OVERVIEW:

EOE of Minorities/Females/Vets/Disability