Communication Services Specialist II

Responsibilities

• Answers incoming telephone calls on a multi-line system.
• Provides excellent customer service by resolving concerns and responding to inquiries in a professional and engaging manner.
• Collaborates with staff and departments to coordinate services and provide customer education as needed.
• Maintains excellent schedule adherence and productivity standards.
• Handles customer contacts in a timely and efficient manner, including patient and staff transfers, provider messaging, inquiries, complaints, and feedback calls.
• Participates in weekly learning components and ongoing training opportunities.
• Performs other administrative or clerical duties and projects as assigned.
• Communicates with patients in a confidential, professional manner using tact and diplomacy when paging on-call providers for medical concerns.
• Utilizes Epic to assist the Clinical Neurosciences Center in new patient referral services and urgent clinical messages.
• Operates as an answering service, providing telephone and paging support for specific hospital departments and clinics, including the 24-hour answering service and evening answering service lines.

Qualifications

• One year of call center, medical clinic experience, or customer service (including retail, security, and other customer facing positions).
• Experience with Outlook (preferred).
• Experience with Epic (preferred).
• Two months of experience in a Communication Services Specialist I position (preferred).

Skills

• Excellent customer service and a willingness to go above and beyond to meet the needs of the customer.
• Demonstrated excellence in verbal and written communications.
• Ability to verbalize empathy.
• Demonstrated excellent listening skills that enable appropriate responses to customer requests.
• Demonstrated computer literacy, including a working knowledge of Microsoft Office applications.
• Ability to type at least 40 WPM.
• Ability to assimilate data from various sources.
• Demonstrated knowledge and ability to apply the processes, activities, and tools associated with managing customer requests.
• Ability to maintain a professional demeanor and high productivity in stressful or difficult situations.
• Ability to prioritize and multitask in a fast-paced environment.
• Ability to utilize Epic to assist patients when appropriate and understanding HIPAA regulations to ensure patient information is guarded and respected.