Communication Center Operator I

Call Center Agent

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Call center agent needed for major university and health system in a 24/7 operation. Responsible for answering telephone calls from the public and internal university/hospital system, facilitating communications throughout the hospital system through the use of multiple communication tools and systems. Serves as the Information Center for staff, physicians and the community.

Job Summary:

The Telephone Operator is responsible for answering all incoming calls to Duke University and Health System. Knowledge of business office procedures. Grammar, spelling, punctuation, and typing skills. Skill in answering the telephone in a professional, pleasant, and helpful manner. Ability to speak clearly and concisely. Ability to read, understand, and follow oral and written instruction.

Responsible for answering telephone calls from the public and internal university and hospital systems, facilitating communications throughout the institution through the use of multiple communication tools and systems. Serve as the Information Center for staff, physicians and the community.

Job Responsibilities:

• Manage calls and information flow in a 24/7 in a large university and medical center setting
• Must have prior call center experience
• Be able to perform multiple tasks simultaneously, have excellent communication skills (good listening skill and clear diction)
• Must have good judgment and decision making skills (particularly in emergency situations, integrate new information with accuracy and speed, self-motivated to find information needed and to work with the team.
• Be able to receive and dispatch emergency code calls with accuracy and speed
• Customer service, confidentiality, strong comfort level with computers, basic knowledge of health care and medical terminology are essential.
• Answer calls on a multi-line system, determine the caller's need, and transfer the call to the appropriate department. May need to research within software database to determine how to assist the caller (department referrals, physicians, appointment line, etc.)
• Having a clear, professional speaking voice and providing excellent customer service to all customers are key!
• Must also have prior experience answering and routing calls using a multi-line phone or system, and must be comfortable using a computer for research/emails and learning new systems.
• Screen telephone calls to ensure routing to the appropriate department or individual.
• Ability to talk and type simultaneously
• Computer literate
• Typing speed of 40 WPM minimum with 90% accuracy
• Excellent spelling
• Excellent Customer Service skills
• Exceptional phone etiquette
• Have a positive attitude
• MS Office knowledge required
• Bilingual is a plus

Education:

• High school education or GED

Experience:

• At least two years medical office experience required.
• One year office switchboard experience required.
• Basic computer and keyboarding skills required.
• Must be available to work flexible days and hours.

Job Requirements:

• 1-year minimum working experience in a Community Based Organization or Customer Service.

Skills Preferred:

• Proficiency in written and verbal English and targeted language.
• Exceptional customer service skills.
• Professional telephone manner.
• Proficiency in PC/MAC working knowledge of Microsoft Office applications,
• Ability to prioritize assignments to complete work in a timely manner.

Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation or military status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideasan exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.