Senior Contact Center Specialist

About the role

Identifies caller's needs, obtains/verifies relevant information and routes call to the most appropriate site whether internal or external to Parkland Health & Hospital System. Serves as entry-level preceptor for lower-level staff.

Responsibilities

• Uses multiple software applications to process incoming and outgoing calls.
• Connects appropriate extensions and provides adequate information to ensure prompt and efficient communication.
• Understands importance of and consistently follows emergency code notification processes and procedures through appropriate use of telecommunications systems.
• Assists in training Call Center Representatives by serving as a "role model" during training sessions to ensure team members are trained in the non-clinical functions of the Call Center.
• Demonstrates active listening skills to identify caller's need.
• Consistently keeps caller informed of call process.
• Gathers and inputs information as needed to route calls appropriately.
• Maintains acceptable productivity and quality standards as established by management to ensure the Call Center operates effectively and efficiently.
• Understands and appropriately utilizes all supplies and equipment, demonstrating responsible stewardship in the use of Parkland's resources.

Requirements

• Must have three (3) years of customer service experience.
• One year experience in Parkland's Call Center preferred.
• 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%.

Skills

• Must be able to communicate effectively in English to include but not limited to communication via telephone, overhead paging and in person.
• Must be able to demonstrate a working knowledge of applicable department and hospital software applications, 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 moderate to complex problems within established Call Center policies and procedures.
• Must demonstrate a positive demeanor, 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.