CONTACT CENTER SPECIALIST I (Hospital Call Center)

Employment Status: Full time Shift: Day (United States of America) Facility: 2301 Brambleton Ave SW - Roanoke Requisition Number: R160354 CONTACT CENTER SPECIALIST I (Hospital Call Center) (Open) How You’ll Help Transform Healthcare: The Communication Specialist is one of the first points of contact for patients and prospective patients with Carilion Clinic. Working in a call center environment, the Contact Center Specialist serves as a central link of communication between Carilion Clinic, patients, medical staff, and the general public. The Communication Specialist is one of the first points of contact for patients and prospective patients with Carilion Clinic. Working in a call center environment, the Contact Center Specialist serves as a central link of communication between Carilion Clinic, patients, medical staff, and the general public. Effectively communicates and demonstrates patient focused telephone etiquette to ensure an easy, empathetic, solution-oriented experience while answering and facilitating calls across the Carilion Clinic service area. Calls are received, screened, and routed quickly and appropriately based on the facility called and the callers need. Expedites customer inquiries, requests, and/or complaints using excellent public relations skills. Answers after-hours calls for physician practices, paging on call providers using a secure messaging platform. Receives and processes clinical codes and hospital emergencies by notifying appropriate personnel, following established protocols and procedures. Prioritizes calls and notifications correctly and promptly while rendering good judgment. Recognizes, reports and records emergency events. Follows up on all events to ensure that the necessary individuals and teams responded. Confirms appointments and provides basic appointment information after properly authenticating patients to ensure the protection of private health information. Demonstrates proficiency and skill in responding to multi-channel communications. Maintains acceptable call metrics including average speed of answer, average handle time, and AUX ratio. Work is performed in a busy call center environment. To provide exceptional service, the Contact Center Specialist is required to navigate multiple systems simultaneously and is expected to be available or talking with patients and healthcare professionals 80 percent of the day, with the ability to service inquiries without consultation. Average incoming call volumes can exceed 100 calls per hour during peak call-time. Position may be eligible for and/or required to telework based on work team and business need. Work may be stressful at times and can directly impact patient care. Hours may vary and additional time or overtime may be required to meet workload requirements. Schedule - Department: Monday–Friday: 7:30 a.m. – 4:00 p.m. Every other weekend: 8:00 a.m. – 4:00 p.m. Week 1: Off Wednesday Week 2: Off Monday On-site – non-remote (Carilion Park View - Roanoke, VA) Department (Carilion Direct - Hospital Call Center) What We Require: Education: High school diploma or equivalent required. Experience: Three years customer service experience preferred. Other Minimum Qualifications: A demonstrated ability to work effectively in a fast-paced team environment, manage difficult and emotional situations, remain calm under stress, display empathy and maintain positive communication is required. Must have strong keyboarding and computer skills. This job description is only meant to be a representative summary of the major responsibilities and accountabilities performed by the incumbents of this job. The incumbents may be requested to perform job-related tasks other than those stated in this description. Compensation Range: $16.18 - $22.65 Employee pay is based on a variety of factors, including qualifications, credentials, education, and prior work experience. The compensation range does not include benefits or pension plan. Recruiter: KIMBERLIE GONCE Recruiter Email: View email address on click.appcast.io For more information, contact the HR Service Center at View phone number on click.appcast.io. Carilion Clinic is an Equal Opportunity Employer: We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age (40 or older), disability, genetic information, or veterans status. Carilion is a Drug-Free Workplace. For more information or for individuals with disabilities needing special assistance with our online application process contact Carilion HR Service Center at View phone number on click.appcast.io, 8:00 a.m. to 4:30 p.m., Monday through Friday. For more information on E-Verify: Benefits, Pay and Well-being at Carilion Clinic Carilion understands the importance of prioritizing your well-being to help you develop and thrive. That’s why we offer a well-rounded benefits package, and many perks and well-being resources to help you live a happy, healthy life – at work and when you’re away. When you make your tomorrow with us, we’ll enhance your potential to realize the best in yourself. Below are benefits available to you when you join Carilion: Comprehensive Medical, Dental, & Vision Benefits Employer Funded Pension Plan, vested after five years (Voluntary 403B) Paid Time Off (accrued from day one) Onsite fitness studios and discounts to our Carilion Wellness centers Access to our health and wellness app, Personify Health Discounts on childcare Continued education and training In our workplace, we're devoted to the success of our employees. No matter where you are in your career, we will help you continue to learn, grow, and share your knowledge with others. Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. Join an organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships. A courageous team that is always learning, fully dedicated, and forever curious. Headquartered in Roanoke, Va., you will find a robust system of award winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, and multi-specialty physician practices spanning southwestern Virginia. Join us and begin your career in a place where every day is a new adventure of creating the future of health care.