Call Center Representative (San Diego, CA)

Job Title

Position Overview

The candidate shall answer and process all incoming calls. The candidate shall answer incoming calls politely, efficiently, and in a friendly manner, even during heavy workload and crises periods. Calls shall be answered in priority order. Incoming calls shall be routed appropriately throughout the facility. Collect calls, only if authorized, shall be obtained and recorded with time and charges. The candidate is responsible for immediate, professional responses to and recording the following: emergency alarms, codes, bomb threats, fires, and disasters. They shall also be required to receive and transmit over two-way radios. The candidate shall follow instructions if a bomb threat is received. Written procedures and formats for this type of reporting are currently established in the telephone office. The candidate is responsible for ensuring that no unauthorized long-distance calls are made, and no unauthorized collect calls are accepted. The candidate shall utilize the facility radio, overhead paging, pocket paging, and code-paging systems as required. The candidate shall assist in placing various types of outgoing calls and coordinating and patching through one or more stations when necessary. The candidate shall assist facility staff and patients, when necessary, in placing calls. Calls shall include, but are not limited to, commercial and Federal Telecommunication Systems (FTS) calls. The candidate shall politely, efficiently, and in a friendly manner explain to users why calls cannot be completed as requested, if and when a situation of this type arises. The candidate shall maintain a log of all telephone equipment malfunctions and/or complaints regarding telephone service. Upon request of callers, the candidate shall verify telephone equipment malfunctions and report them to Information Resources Management Service (IRMS) via ticket. The candidate shall create log sheets and monitor each for completion. The candidate shall meet the Utilization Review Accreditation Committee (URAC) standards.

Requirements

Citizenship Requirement: US Citizenship

Education and Qualifications: The candidate should possess an Associate's Degree or equivalent work experience.

Minimum Required Skills/Experience: The candidate must have 1-2 years of experience as a Telephone Operator. The candidate must be able to assume the responsibility for placing a variety of special long distance calls (e.g. conference calls, collect calls, appointment calls) over varied circuits or routings, or performing information operator work, which requires knowledge of the organizational units and major functions of a large multi-division organization. The candidate must have the ability to meet and deal with people from a variety of backgrounds with varying levels of understanding, work under pressure and stressful conditions, and adapt to changing work conditions. The candidate must meet the URAC Standards for abandonment rate and speed to answer.