Contact Center Agent
Company Name:
Renown Health
Contact Center AgentRequisition ID: 118663
Department:900630 Centralized Scheduling
-Reno, NV->
Facility:Ambulatory
Schedule:Full Time - Eligible for Benefits
Shift:Day
Hours:varies
Position Purpose:
Under the leadership of the R-Call Center, and in accordance with Renown Purpose, Fundamentals, Standards of Conduct, and Values, this position performs a variety of responsible duties involved in the receipt of a high volume (one call every 20 seconds) of incoming, outgoing, and in-house calls for all Renown Health properties; as well as performing a variety of complex duties to include but not limited to the management of calls for Patients, Hospitalists, Medical Groups and Urgent Care Physicians, and Nurse Navigators, and the appropriate pre-screening for Medical Group, Lab, Imaging and Cardiology Scheduling calls, along with the development and maintenance of Renown Online Telephone Directory (30,000+entries) , On-Call Schedules, Email, Internet and Multi-Media Chat Sessions, and numerous policies, procedures, and resource lists.In addition, this role is expanded to include scheduling for Renown Medical Group physicians and specialties, as well as basic imaging scheduling,
Nature and Scope:
The R-Call Center is a critical system and must function on a 24-hour basis; therefore, the employee must be able to work variable shifts including weekends and holidays, and overtime as required. The employee is subject to being called in and therefore must maintain a telephone or have another mechanism available for contacting them, as well as being responsible for their own transportation to work, as well as during work as it may be necessary to relocate to another Renown property.Exceptional attendance, punctuality, and flexibility are a must.
Each Contact Center Agent handles up to 600 calls per 8-hour shift (depending on assignment), which requires the ability to effectively and efficiently utilize a variety of technical, telephony and computer software systems and equipment, including Amcom/Xtend Medi-Call, Everbridge, EPIC, USA Mobility, Motorola Paging devices, Public Address/Broadcast systems, IP Phones, Meridian 2250 Consoles, MS Office 2007, Internet Chat, Avaya Multimedia and multi-functional devices for copying, faxing, and scanning documents.In addition, this position provides quality and knowledgeable coordination of patient exam scheduling for both medical groups, Cardiology and multi-modality imaging appointments.
Employees must exercise good judgment; accurately communicate patient-related information; and handle inquiries and complaints effectively, efficiently, and diplomatically in accordance with applicable policies and procedures. Respect for confidentiality is paramount, and policies regarding such are strictly enforced. Contact Center Agents must always convey an impression that reflects favorably upon the public relations of the organization.
Due to the variation in the types of calls received as well as the extremely high volume of telephone calls into the R-Call Center, the employee must be able to multi-task and think fast. The work environment is often hectic and can be stressful. The R-Call Center is often the initial contact point for both internal and external disaster events and the Contact Center Agent must be able to make critical decisions and take swift action to ensure that proper notifications and alerts are made and follow appropriate procedures to include, but not limited to, HICS Events, Telecommunications/Computer disasters and downtime procedures.
Each Contact Center Operator spends approximately 95%25%20of productive hours operating various equipment such as the console and computer, along with developing and maintaining documents via the computer.
The position of Contact Center Operator requires little physical exertion and the employee must be able to sit, or otherwise remain at the workstation, for long periods of time. The position requires manual dexterity for operation of the IP phone and Computer Console, and the employee must be able to type continuously and be able to disconnect phone and computer lines as needed. The employee must also be able to bend, kneel and reach in order to troubleshoot computer, phone, and multi functional device problems, as well as the ability to sort through reference manual containing vital resource information. Excellent hearing is required as are effective listening skills.
This position does not provide patient care.
Minimum
Qualifications:Requirements - Required and/or Preferred
Education:
Must be able to read, write and speak English fluently in a clear and audible voice. Exceptional spelling skills are a must.
Experience:
One-year telephone customer service experience required. Preference will be given to applicants with one or more years experience handling a large volume of telephone calls, delivering quality customer service over the telephone. Proficiency in MS 2007 Office Amcom/Xtend Medi-Call is preferred. Familiarity with Healthcare environments and Medical Terminology desired.
License(s):
None
Certification(s):
None
Computer / Typing:
Must possess, or be able to obtain within 90 days, the computers skills necessary to complete online learning (OLA) requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc. Employees must be able to type constantly throughout their shift at speed sufficient to complete tasks in a timely manner.
EEO/M/F/Vet/Disabled
EEO/M/F/V/DEstimated Salary: $20 to $28 per hour based on qualifications.
Renown Health
Contact Center AgentRequisition ID: 118663
Department:900630 Centralized Scheduling
-Reno, NV->
Facility:Ambulatory
Schedule:Full Time - Eligible for Benefits
Shift:Day
Hours:varies
Position Purpose:
Under the leadership of the R-Call Center, and in accordance with Renown Purpose, Fundamentals, Standards of Conduct, and Values, this position performs a variety of responsible duties involved in the receipt of a high volume (one call every 20 seconds) of incoming, outgoing, and in-house calls for all Renown Health properties; as well as performing a variety of complex duties to include but not limited to the management of calls for Patients, Hospitalists, Medical Groups and Urgent Care Physicians, and Nurse Navigators, and the appropriate pre-screening for Medical Group, Lab, Imaging and Cardiology Scheduling calls, along with the development and maintenance of Renown Online Telephone Directory (30,000+entries) , On-Call Schedules, Email, Internet and Multi-Media Chat Sessions, and numerous policies, procedures, and resource lists.In addition, this role is expanded to include scheduling for Renown Medical Group physicians and specialties, as well as basic imaging scheduling,
Nature and Scope:
The R-Call Center is a critical system and must function on a 24-hour basis; therefore, the employee must be able to work variable shifts including weekends and holidays, and overtime as required. The employee is subject to being called in and therefore must maintain a telephone or have another mechanism available for contacting them, as well as being responsible for their own transportation to work, as well as during work as it may be necessary to relocate to another Renown property.Exceptional attendance, punctuality, and flexibility are a must.
Each Contact Center Agent handles up to 600 calls per 8-hour shift (depending on assignment), which requires the ability to effectively and efficiently utilize a variety of technical, telephony and computer software systems and equipment, including Amcom/Xtend Medi-Call, Everbridge, EPIC, USA Mobility, Motorola Paging devices, Public Address/Broadcast systems, IP Phones, Meridian 2250 Consoles, MS Office 2007, Internet Chat, Avaya Multimedia and multi-functional devices for copying, faxing, and scanning documents.In addition, this position provides quality and knowledgeable coordination of patient exam scheduling for both medical groups, Cardiology and multi-modality imaging appointments.
Employees must exercise good judgment; accurately communicate patient-related information; and handle inquiries and complaints effectively, efficiently, and diplomatically in accordance with applicable policies and procedures. Respect for confidentiality is paramount, and policies regarding such are strictly enforced. Contact Center Agents must always convey an impression that reflects favorably upon the public relations of the organization.
Due to the variation in the types of calls received as well as the extremely high volume of telephone calls into the R-Call Center, the employee must be able to multi-task and think fast. The work environment is often hectic and can be stressful. The R-Call Center is often the initial contact point for both internal and external disaster events and the Contact Center Agent must be able to make critical decisions and take swift action to ensure that proper notifications and alerts are made and follow appropriate procedures to include, but not limited to, HICS Events, Telecommunications/Computer disasters and downtime procedures.
Each Contact Center Operator spends approximately 95%25%20of productive hours operating various equipment such as the console and computer, along with developing and maintaining documents via the computer.
The position of Contact Center Operator requires little physical exertion and the employee must be able to sit, or otherwise remain at the workstation, for long periods of time. The position requires manual dexterity for operation of the IP phone and Computer Console, and the employee must be able to type continuously and be able to disconnect phone and computer lines as needed. The employee must also be able to bend, kneel and reach in order to troubleshoot computer, phone, and multi functional device problems, as well as the ability to sort through reference manual containing vital resource information. Excellent hearing is required as are effective listening skills.
This position does not provide patient care.
Minimum
Qualifications:Requirements - Required and/or Preferred
Education:
Must be able to read, write and speak English fluently in a clear and audible voice. Exceptional spelling skills are a must.
Experience:
One-year telephone customer service experience required. Preference will be given to applicants with one or more years experience handling a large volume of telephone calls, delivering quality customer service over the telephone. Proficiency in MS 2007 Office Amcom/Xtend Medi-Call is preferred. Familiarity with Healthcare environments and Medical Terminology desired.
License(s):
None
Certification(s):
None
Computer / Typing:
Must possess, or be able to obtain within 90 days, the computers skills necessary to complete online learning (OLA) requirements for job-specific competencies, access online forms and policies, complete online benefits enrollment, etc. Employees must be able to type constantly throughout their shift at speed sufficient to complete tasks in a timely manner.
EEO/M/F/Vet/Disabled
EEO/M/F/V/DEstimated Salary: $20 to $28 per hour based on qualifications.
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