CONTACT CENTER SPECIALIST I (Hospital Call Center)

About the role

The Communication Specialist is one of the first points of contact for patients and prospective patients with Carilion Clinic. Working in a call center environment, the Contact Center Specialist serves as a central link of communication between Carilion Clinic, patients, medical staff, and the general public.

Responsibilities

• Effectively communicates and demonstrates patient focused telephone etiquette to ensure an easy, empathetic, solution-oriented experience while answering and facilitating calls across the Carilion Clinic service area.
• Calls are received, screened, and routed quickly and appropriately based on the facility called and the callers need.
• Expedites customer inquiries, requests, and/or complaints using excellent public relations skills.
• Answers after-hours calls for physician practices, paging on call providers using a secure messaging platform.
• Receives and processes clinical codes and hospital emergencies by notifying appropriate personnel, following established protocols and procedures.
• Prioritizes calls and notifications correctly and promptly while rendering good judgment.
• Recognizes, reports and records emergency events.
• Follows up on all events to ensure that the necessary individuals and teams responded.
• Confirms appointments and provides basic appointment information after properly authenticating patients to ensure the protection of private health information.
• Demonstrates proficiency and skill in responding to multi-channel communications.
• Maintains acceptable call metrics including average speed of answer, average handle time, and AUX ratio.
• Works in a busy call center environment.
• Navigates multiple systems simultaneously and is expected to be available or talking with patients and healthcare professionals 80 percent of the day, with the ability to service inquiries without consultation.
• Average incoming call volumes can exceed 100 calls per hour during peak call-time.

Requirements

• A high school diploma or equivalent required.
• Three years customer service experience preferred.
• A demonstrated ability to work effectively in a fast-paced team environment, manage difficult and emotional situations, remain calm under stress, display empathy and maintain positive communication is required.
• Strong keyboarding and computer skills.

Qualifications

• High school diploma or equivalent required.

Skills

• Excellent public relations skills.
• Keyboarding and computer skills.

Benefits

Comprehensive Medical, Dental, & Vision Benefits
Employer Funded Pension Plan, vested after five years (Voluntary 403B)
Paid Time Off (accrued from day one)
Onsite fitness studios and discounts to our Carilion Wellness centers
Access to our health and wellness app, Personify Health
Discounts on childcare
Continued education and training

Pay

$16.18 - $22.65

Schedule

Monday–Friday: 7:30 a.m. – 4:00 p.m.
Every other weekend: 8:00 a.m. – 4:00 p.m.
Week 1: Off Wednesday
Week 2: Off Monday

On-site – non-remote (Carilion Park View - Roanoke, VA)

Contact

Recruiter: Kimberlie Gonce
Email: kagonce@carilionclinic.org