Call Center Representative (San Diego, CA)

Position Overview Answer and process all incoming calls. Answer incoming calls politely, efficiently and in a friendly manner, even during heavy workload and crisis periods. Calls shall be answered in priority order. Receive and route incoming calls appropriately throughout the facility. Receive collect calls only if authorized and obtain and record time and charges. Responsible for immediate, professional responses to and recording of emergency alarms, codes, bomb threats, fires and disasters. Also required to receive and transmit over two-way radios. Follow instructions if a bomb threat is received. Written procedures and formats for this type of reporting are currently established in the telephone office. Ensure that no unauthorized long-distance calls are made, and no unauthorized collect calls are accepted. Utilize facility radio, overhead paging, pocket paging, and code-paging systems as required. Assist in placing various types of outgoing calls and coordinating and patching through one or more stations when necessary. 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. 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. Maintain a log of all telephone equipment malfunctions and/or complaints regarding telephone service. Upon request of callers, verify telephone equipment malfunctions and report them to Information Resources Management Service (IRMS) via ticket. Create Log Sheets and monitor each for completion. 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 Telephone Operator. The candidate must be able to assume 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. #J-18808-Ljbffr