Contact Center Specialist

About the role

Identifies caller’s needs, obtains and verifies relevant information, and routes calls to the most appropriate internal or external site within Parkland Health & Hospital System.

Responsibilities

• Follows emergency code notification processes and procedures through the use of telecommunications systems.
• Demonstrates active listening to identify caller needs and keeps callers informed of the call process.
• Gathers and inputs information to route calls appropriately.
• Maintains acceptable productivity and quality standards established by management.
• Uses multiple software applications to process incoming and outgoing calls, connects appropriate extensions, and provides adequate information for prompt and efficient communication.
• Understands and appropriately utilizes all supplies and equipment, demonstrating responsible stewardship of Parkland’s resources.

Job Accountabilities

• Identifies ways to improve work processes and customer satisfaction; makes recommendations to supervisor, implements, and monitors results.
• Stays abreast of developments, advancements, and trends in the field by attending seminars/workshops, reading professional journals, participating in professional organizations, and/or maintaining certification or licensure; integrates knowledge into current work practices.
• Maintains knowledge of applicable rules, regulations, policies, laws, and guidelines; develops effective internal controls to promote adherence with requirements.

Minimum Qualifications

• Education: None required.
• Experience: One (1) year of customer service experience.
• Equivalent Education and/or Experience: May substitute an equivalent combination of education and/or experience.
• Certification/Registration/Licensure: None required.

Required Tests and Skills

• Must be bilingual (Spanish).
• Must successfully pass the Spanish Language Oral Skills Assessment examination prior to employment.
• Must demonstrate ability to type 20 words-per-minute with a maximum of 3 errors.
• Must successfully pass a pre-employment spelling test with a minimum score of 85%.
• Must successfully pass a customer service skills test with a minimum score of 80%.
• Must be able to communicate effectively in English via telephone, overhead paging, and in person.
• Must demonstrate a working knowledge of personal computers and standard office equipment.
• Must be able to communicate effectively with patients, families, and hospital staff in accordance with established policies and procedures.
• Must be able to solve problems within established policies and procedures.
• Must demonstrate a positive demeanor and good verbal and written communication skills.
• Must be able to successfully complete additional job-related training when offered.
• Must be able to function in a team environment.