Call Center Representative/split shift-CMH Call Center

Qualifications

Certifications: Education: Work Experience:

Responsibilities

• Provides efficient and timely call handling
• Maintains a 95% average in answer time
• Maintains a 95% average in being in the ON position on the switchboard
• Handles the customer’s request and keeps the pace of the call moving and manages call time effectively
• Directs calls to the appropriate destination
• Determines the caller's needs and refer the caller to the appropriate party when operational problems occur in the routine handling of telephone traffic. These occurrences are reported to the Lead Customer Service Representative or Manager for review and action
• Verifies caller identity and provides accurate information to the customer
• Demonstrates good procedures skills; knows location of policy and procedures manual
• Follows call guidelines and scripts
• Uses systems tools (faxing, paging, status's, transfer/dial keys, etc.)

Customer Interaction and Relationship

• Listens to and empathizes with customers; acknowledges customer concerns
• Gathers information to determine customer's needs
• Applies problem solving skills and solved the inquiry effectively
• Communicates information about the resolution of the inquiry to the customer clearly and completely
• Controls the pace and flow of the conversation
• Responds to Stats, Disasters, and Codes following policies and procedures
• Maintains and enhances their knowledge and capabilities during emergency and non-emergency situations, performing multiple duties rapidly, calmly, and effectively to achieve the responses needed
• Keeps abreast on all call disasters and security policies
• Contacts appropriate personnel for all codes, disasters and stats

About Us

At Carle Health, we're committed to fostering a workplace where every team member feels valued, respected and empowered, where passion and purpose come together to positively impact the lives of our patients and our communities. Find it all at Carle Health. Our nearly 17,000 team members and providers work together to support patient care across central and southeastern Illinois. We’ve grown to include eight, award-winning hospitals and a multispecialty provider group with more than 1,500 doctors and advanced practice providers. We’re developing the next generation of providers and healthcare professionals through Carle Illinois College of Medicine, the world’s first engineering-based medical school, and Methodist College. Carle BroMenn Medical Center, Carle Foundation Hospital, Carle Health Methodist Hospital, Carle Health Proctor Hospital, Carle Health Pekin Hospital, and Carle Hoopeston Regional Health Center hold Magnet® designations, the nation’s highest honor for nursing care. We offer opportunities in several communities throughout central Illinois with potential for growth and life-long careers at Carle Health.

Compensation and Benefits

The compensation range for this position is $16.15 per hour - $26.16 per hour. This represents a good faith minimum and maximum range for the role at the time of posting by Carle Health. The actual compensation offered a candidate will be dependent on a variety of factors including, but not limited to, the candidate’s experience, qualifications, location, training, licenses, shifts worked and compensation model. Carle Health offers a comprehensive benefits package for team members and providers. To learn more visit careers.carlehealth.org/benefits.