Customer Information Representative - Customer Info Center - Chula Vista Medical Center - Variable Shift - Per Diem

Hours

Shift Start Time: Variable
Shift End Time: Variable
AWS Hours Requirement: 8/40 - 8 Hour Shift
Additional Shift Information: Weekend Requirements: As Needed
On-Call Required: No

Pay

Hourly Pay Range (Minimum - Midpoint - Maximum): $27.500 - $30.400 - $33.530

Requirements

• 2 Years Experience in high-contact customer service position, preferably in a call center environment or concierge setting.
• Experience in dealing with multiple demands simultaneously and under pressure.

Qualifications

• H.S. Diploma or Equivalent

Essential Functions

• Completes calls using key behaviors of the Sharp Experience: Uses standard Sharp Experience opening script for all calls.
• Takes customers where they are going, using the warm hand-off transfer feature and announce the call along with the nature of the call, whenever possible.
• Answers all calls within department guidelines.
• Uses two out of three Sharp Experience scripted endings.
• Uses a voice tone that reflects a "smile in your voice" and an "attitude of gratitude."
• Reads departmental email communication on days worked to become familiar with updates, changes and new procedures.
• Consistently uses Closed Loop Communication on all code calls.
• Customer service and department protocol: Adheres to departmental standards and internal guidelines for documentation, productivity, and compliance demonstrated through these criteria: Thinks and acts independently with good judgment.
• Demonstrates competency with standard departmental procedures including: Accurate and timely documentation of API.
• Utilizes appropriate ACD models such as Work, Break types.
• Updates daily on-call schedules and physician lists.
• Familiar with Need to Know communication reflecting changes in procedures, department practices, new hires, etc.
• Coverage of TTY phone and loan out to departments when requested.
• Issue interpreter phones to hospital departments upon request; conduct quarterly department rounds to ensure interpreters phones are working.
• Respond and manage emergency code calls as a priority per established protocols; utilize elevator voices when paging overhead.
• Participates as needed in the hospital-wide Emergency Preparedness plans, safety polices and hazardous materials procedures; maintain and issue disaster phones, when needed.
• Oversee emergency panels, including fire panels and elevators panels and make the proper notifications.
• Demonstrates the flexibility to adapt to 24-hour, 365-day department staffing requirements (if applicable).
• Accepts department schedule changes as business operations necessitate.
• Teamwork: Demonstrates teamwork in departmental and inter-departmental teamwork: Takes equal share of incoming calls according to ACD Agent Distribution Reports.
• Identifies potential problem areas and brings it to the attention of the department leadership.
• When appropriate, demonstrates initiative and creativity by offering operational suggestions to department leadership.
• Utilizes "Onstage/Offstage Behavior" and Sharp Behavior Standards to facilitate teamwork efforts.
• Participates in Employee Forums, Peer Interviews, and Sharp All Staff Assemblies.
• Provides assistance, support and/or peer coaching to team members in building their skills and ability to meet call expectations.
• Demonstrates positive initiative and motivation, creating a team spirit and pride in the department.
• Provide backup after-hour call support for pre-approved departments when needed.
• Provide support for special projects identified by department supervisor.

Knowledge, Skills, And Abilities

• Has the ability to think and act independently and demonstrate excellent customer service judgment and problem-solving skills.
• Have the capability to communicate well verbally, using appropriate grammar and professional conversational skills.
• Have the ability to relate quickly and confidentially to callers.
• Workking knowledge of Microsoft software products and typing skills required for data entry, patient lookup, and documentation.
• Familiarity with GE Centricity/IDX patient look up programs preferred.

Sharp HealthCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability or any other protected class.