Call Center Agent, Flex Full-Time (UPMC Hamot)

UPMC Hamot is hiring a Call Center Agent in a flex full-time position!

This position will be primarily scheduled for second shift hours.

Purpose:

To answer incoming calls and facilitate inter and intra communication for the UPMC Hamot organization.

Responsibilities

• Responds to emergency situations by following specific protocol including means such as overhead announcements, individual pager notification or phone calls and utilization of mass notification software.
• Organizes communication between UPMC Hamot and regional hospitals to facilitate the patient transfer process while upholding the highest quality of patient care.
• Provides service to the UPMC Hamot community, patients, families and staff, while protecting the integrity and confidentiality of all data and information through physical and electronic measures.
• Utilizes associated Call Center applications to facilitate inter and intra communication for the UPMC Hamot organization including call transfers, overhead announcements, facilitating patient transfers, after hours answering service, staff paging and centralized scheduling.
• Functions as an answering service representative for multiple Specialty and Primary Care agencies to provide after hour call-out service and support, following specific protocol as provided by the physician office management.
• Communicates all customer and staff complaints or concerns to the Call Center Supervisor/Coordinator or Lead Call Center Agent.
• Responsible for inventory of special needs patient equipment by signing equipment in and out to hospital staff and keeping accurate records.
• High School graduate or equivalent.
• Two years experience in a position with direct public contact providing customer service.
• Independent thinker; excellent communication and negotiation skills; ability to collaborate with diverse departments in high pressure situations; working knowledge of medical terminology; must have computer skills.
• 1 year of call center experience preferred.

Licensure, Certifications, and Clearances

• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran