Call Center Representative [United States]

 

Department Overview:

The Call Center Representative position is critical to the success and operational efficiency of OHSU, working in a call center which operates 24 hours a day, 7 days a week, 365 days a year.

The Call Center is a Critical Function Unit, responding to over 6,000 incoming and outgoing calls daily for the diverse needs of OHSU’s missions; including staff, patients, general public, and external professionals conducing business with OHSU.

$ads={1}

Representatives work with a wide variety of callers. It is imperative that the Representative properly screen vague or incomplete requests so that the call may be connected or paged, to the appropriate person or area. The Representative is generally the first impression of OHSU by the general public. Therefore, this position requires a high level of professionalism, accuracy, attention to detail, empathy, technical savvy, and customer service. Individuals must be able to multi-task, ask clarifying questions to ascertain customer needs, and thrive in a very fast paced, high-volume, non-scripted environment.

Representatives will be handling emergent calls (e.g. Code Blue/medical emergency, Code Red/Fire) and will be expected to send immediate communications through multiple modes. (phone, belt based paging, overhead paging, emergency alert notifications)

Representatives must be able to seamlessly and immediately transition to back-up/redundant systems if outages occur.

Function/Duties of Position:

Call Processing/Paging (answering, screening, routing, paging etc.)

• Use Information Systems for the following call types:
  • Informational
  • Emergent
  • After-hours clinic and/or healthcare support
  • Physician Advice and Referral Calls
  • On-call and paging support
  • Multiple marketing events for OHSU
• Provide information to callers, including directions, addresses and hours of operation
• Paging appropriate personnel or on-call staff

Data Entry

• Assist departments with data entry for on-call schedules or paging status
• Change/check status/referal of pagers including forwarding calls from one pager to another and blocking pagers for vacations, in-surgery, unavailable, etc.

Emergent Call Processing

• Answering, coordination, and communication of numerous emergency procedures and OHSU Alerts.

Required Qualifications:

Education/Experience:

High School Diploma or GED, AND

One year experience in a call/contact center, preferably in a medical or hospital setting with multiple information systems OR

Two years of heavy volume, multi-phone use/environment with multiple information systems

Job Related Knowledge, Skills and Abilities (Competencies):

• Accurate and expedient typing of at least 40wpm with 95% accuracy.
• Knowledge of the English Language sufficient for telephone communication
• Proven skills in effective multi-tasking in a high stress environment, using different types of technology to quickly and accurately process calls.
• Proven experience of customer service showing empathy, situational awareness, and understanding.
• Ability to maintain reliable attendance and punctuality as defined by ITG Attendance Policy.

Additional Details:

Please note: Effective Oct. 18, 2021, all OHSU employees are required to be fully vaccinated against COVID-19 unless they have an approved medical or religious exception. If you are hired by OHSU after Oct. 18, you will need to be fully vaccinated (or obtain an approved exception) prior to starting work, and need to provide proof of vaccination (or approved exception) within 10 days of starting work.

All are welcome: Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or aaeo@ohsu.edu.

$ads={2}

 

.