Switchboard/Contact Center

Switchboard Operator

Join us in providing and supporting outstanding care to our patients and community!

This is much more than a switchboard role. If you like the satisfaction of providing great customer service and resolution whether it's a simple phone call or the urgency of dealing with an emergency code call that cannot wait this position is a nice mix of both!! If you like a broad customer base, this position will provide you with that as well callers will vary from patients and family members to doctors and other health care providers (and everything in between). Your day will go by fast, but you will have a sense of satisfaction having worked through each situation and providing the customer service that Fairview strives to provide. This position will work in our Contact Center located out of our Midway Campus in St. Paul, MN. This site provides free street level lot parking along with 24x7 security to provide safety to our employee and visitors.

Fairview is an award-winning nonprofit health care system with more than 24,000 employees and 2,300 aligned physicians. Based in Minneapolis, we provide exceptional, coordinated health care-from preventing illness and injury, to dealing with the most complex medical conditions. Hardworking, innovative, dedicated employees are critical to our future as we seek to improve the health of the communities we serve.

Position Schedule:

This position is a NON-benefits-eligible, full-time (.3 FTE/24 hours in a two-week pay cycle) with primary schedule (after training period) as follows:

• Week One: 5:00 pm to 9:00 pm on Tuesday, Wednesday and 8:30 am to 5:00 pm on Saturday
• Week Two: 5:00 pm to 9:00 pm on Tuesday and Wednesday

This position will work every other weekend and holidays will be required on a rotation.

Paid Training Schedule (the first 4 weeks will be training and the schedule is as follows)

• Weeks 1 & 2 : Monday thru Friday 8:00 am to 4:30 pm
• Weeks 3 & 4 : Monday thru Friday 10:30 am to 7:00 pm

Responsibilities:

• Answer all incoming phone calls from our 10 metro hospitals 24x7
• Assist physicians, patients, staff and visitors with their needs
• Acts as a liaison for afterhours physician answering services
• Activates time sensitive emergency codes across our system
• Operation of PC windows-based computers and related applications
• Ability to handle high volume of phone calls
• Utilizes paging applications to communicate to providers and hospital response teams
• Effectively copes with change; comfortably adjusts to alterations in work activities; able to decide and act with limited information; effectively handles risk and uncertainty in ambiguous situations.
• Performs overhead announcements at our hospitals
• Prioritizes the customer experience and acts with customers in mind in all situations, dedicated to meeting the expectations and requirements of internal and external customers.
• Shown ability to provide care or service adjusting approaches to reflect developmental level and cultural differences of population served.

Required:

• Six months or more experience in customer service
• Data entry/keyboarding skills
• Ability to multi-task
• Ability to work independently
• Good time management skills

Preferred:

• Post secondary education
• One or more years call center customer service experience
• One or more years customer service in a health care setting using medical terminology