Voice Communications Specialist-Remote

About the role

Answers and provides information to inbound and internal callers by accessing electronic alphabetical, geographical directories and transfers to appropriate destination. Operates telecommunications equipment. Operates facsimile and page programming units and associated equipment. Operates page terminal and associated equipment.

Schedule

This caregiver role is primarily a day-shift position, scheduled Monday through Friday. Current hours are anticipated to fall between 8:00 a.m. and 5:00 p.m.; however, the schedule is subject to change as the team continues to finalize operating hours.

Responsibilities

• Answer inbound calls, search database or reference material to obtain needed information to transfer caller to appropriate destination within established metrics and productivity standards.
• Navigate through the QGenda on-call system to identify on-call Provider.
• Process on-call via alpha page or phone call to the Provider with patient details.
• Provides assistance to patients with dialing instructions, placing calls and answering questions.
• Expedites medical emergency and crises intervention procedures using page and established procedures.
• Processes calls using associated telephone equipment and messaging technology equipment.
• Handles inbound calls for multiple locations
• Answer routine questions and provide information to the public about the organization using electronic database and other tools and reference materials. Call types and questions can vary based on a variety of factors (seasonal changes, marketing campaigns, new medical studies/information, etc.)
• Perform various data entry tasks, such as updating application database, phone directories and other electronic reference material.
• Other duties as assigned

Qualifications

Education: HS diploma or equivalent GED required.

Certifications: None required.

Complexity of Work:

• A solid understanding of networking/distributed computing environment concepts.
• Understands principles of client/server configuration.
• Excellent knowledge of messaging technology and project management skills.

Work Experience:

• A minimum of 1 year of Call Center or telephone operator experience
• Or 2 years of Customer Service experience
• Experience in Health Care or a related field preferred