Customer Service Call Operator / Per Diem

About the role

Over 90% of our business is conducted over the phone and in most cases we are the first means of telephone contact the customer has with Hartford Hospital & the Institute of Living. This is a front-line, first impression position requiring a person who is customer-service oriented with a professional and positive attitude; while promoting a positive customer / patient experience.

Responsibilities

• Answers and routes all incoming calls for both external and internal callers to the requested hospital location as well as assists callers with patient information, outgoing calls and general hospital information.
• Uses patient information database to access and to query patient information and provides information to the public according to departmental procedures and confidentiality standards.
• Provides paging services to hospital staff to include over-head paging announcements and emergency notifications.
• Works as an effective team member through communication and collaboration.
• Strives to exceed customer expectations by providing quality customer service.
• Optimizes use of resources to effectively and efficiently achieve the goals and objectives of the department.
• Responsible for keeping procedural references organized and up to date.
• Responsible for operating a PC-based telephony integrated system and accurately utilizes the features of the PBX consoles, headsets, telephones and other related equipment.

Requirements

• A high school graduate or equivalent required.
• A minimum of two-three years of customer service experience in a call center environment preferred and or previous experience in a healthcare customer service setting with heavy telephone usage required.
• Must be detail oriented, customer focused, have a pleasant speaking voice, and possess skills in proper telephone etiquette.
• Demonstrate excellent human relations in verbal, interpersonal and written skills with the ability to work cooperatively within a diverse team environment.
• Ability to prioritize and follow established procedures and maintain a calm professional demeanor during busy periods and particularly in the event of an emergency.
• Ability to work effectively under pressure in a high volume call center environment.
• Ability to work independently with attention to detail yet uses good judgment in seeking advice when necessary.
• High record of dependability and good attendance record.
• Effective multi-tasking skills.
• Must have basic keyboard skills and experience/knowledge of how to operate computers and telephones.
• Experience using a PC-based telephone operator console with Amcom software experience preferred.

Qualifications

• Bilingual representatives that are fluent in English and Spanish.

Skills

• Excellent human relations in verbal, interpersonal and written skills.
• Ability to prioritize and follow established procedures.
• Ability to work independently with attention to detail.
• Ability to work effectively under pressure in a high volume call center environment.
• Basic keyboard skills and experience/knowledge of how to operate computers and telephones.
• Experience using a PC-based telephone operator console with Amcom software experience preferred.

Benefits

We offer a competitive benefits program designed to ensure work/life balance.

Pay

Salary range: $15 - $20 per hour.

Schedule

Shifts may vary based on business needs.