Call Center Representative

Call Center Representative Department Overview The mission of the Information Technology Group (ITG) is to develop, implement and maintain technology-based services and solutions enabling OHSU to effectively manage information to accomplish its missions. The Call Center Representative position is critical to the success and operational efficiency of OHSU, working in a call center that operates 24 hours a day, 7 days a week, 365 days a year. 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. 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. Representatives will be handling emergent calls (e.g., Code Blue/medical emergency, Code Red/Fire) and will be expected to send immediate communications through multiple modes (phone, belt based paging, overhead paging, emergency alert notifications). Representatives must be able to seamlessly and immediately transition to backup/redundant systems if outages occur. The incumbent will observe due care, objectivity and respect for confidentiality. All employees must keep confidential what they hear and what they see when handling, reviewing, or observing communications and records thereof (calls, email, pages, fax, etc.), data transmission, databases, or other forms of information. Confidentiality extends to the identities of the parties of the communications, and even to the fact that the communication took place. When sharing information, consider whether the recipient has a true "business need to know." 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 for 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 40 wpm 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. Must be able to perform the essential functions of the position with or without accommodation. Preferred Qualifications Experience with Windows and/or PC-based software systems. Experience in hospital or medical setting. Previous experience with automated directory or paging system is highly desirable. Knowledge of medical terminology, skill in operating a computerized central communications system. Additional Details Location: MSB 5th floor. Schedule: Variable days/hours for the first 90 days, or until fully qualified, whichever comes later, and until a regular shift is available. Benefits: Healthcare for full-time employees covered 100% and 88% for dependents. $50K of term life insurance provided at no cost to the employee. Two separate above market pension plans to choose from. Vacation - up to 200 hours per year dependent on length of service. Sick Leave - up to 96 hours per year. 9 paid holidays per year. Substantial Tri-Met and C-Tran discounts. Employee Assistance Program. Childcare service discounts. Tuition reimbursement. Employee discounts to local and national businesses. #J-18808-Ljbffr