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Call Center Agent

Company: Catholic Health Initiative
Location: Tacoma
Posted on: November 11, 2019

Job Description:

Position Type: RegularScheduled Hours per 2 week Pay Period: 64Shift: 1400 to 2230Weekends Required: Every OtherPrimary Location: WA > TACOMA > FRANCISCAN EDUCATION AND SUPPORT CENTERCHI Franciscan Health has exciting and rewarding careers with competitive salaries and benefits. We are a family of hospitals, health care services, and medical providers delivering compassionate care to people throughout the South Puget Sound. We are part of Catholic Health Initiatives, one of the largest not-for-profit health care systems in the country.Our mission is to deliver high quality care that meets our patients' medical needs while providing emotional and spiritual support to patients and their families. We believe this three-part approach - physical, emotional, and spiritual - is essential to healing the whole person. Come join our team!Job SummaryThis job is responsible for responding to inbound telephone calls for all Franciscan Health System (FHS) hospital campuses in accordance with established procedures, customer service standards, and department metrics. Work is accomplished in a Contact Center environment, with an incumbent handling communications linkages for both external and internal callers and for after-hours physician/employee call. Work also includes initiating responses to codes and alarms transmitted from FHS facilities directly to the Contact Center and providing callers with service information and assistance as requested.Work requires sound knowledge of telephone etiquette standards and the application of strong customer service skills. It also requires the ability to manage difficult caller situations, respond promptly to caller needs, adapt quickly to changing technology and/or work demands/delays, to meet or exceed department metrics, and follow established protocols/procedures. Refer to attached addendum for "Lead" responsibilities and requirements.Essential DutiesAnswers all inbound calls in accordance with established procedures and metrics; operates all assigned FHS Contact Center telecommunications equipment and consistently demonstrates appropriate responses.Initiates responses to "codes" and alarms transmitted from FHS facilities by applying working knowledge of the "code" and alarm protocols; takes appropriate action(s) to respond within established metrics.Makes routine updates to databases (e.g. changes to call schedules etc) in accordance with established procedures.Identifies and reports problems relating to Contact Center equipment, including malfunctions, hardware issues, and software issues, to the appropriate party.Maintains the confidentiality of patient, visitor, physician, staff information.Cultural Sensitivity and Competence: Demonstrates proper use of communication tools/materials for effective communication and understands how the culture(s) of patient populations can affect communication, collaboration and the provision of care, treatment and services. Patient Population Served: Demonstrates knowledge and proper skills associated with the department's defined specific populations served.Performs related duties as required.Education/ExperienceHigh school diploma (or GED equivalent) and six months related work experience (preferably in a call center environment) that demonstrates attainment of the requisite job knowledge skills/abilities.License/CertificationNoneAdditional Information* Requisition ID: 2019-R* Schedule: Full-time* Shift: Evening Job* Market: CHI-Franciscan System Services

Keywords: Catholic Health Initiative, Tacoma , Call Center Agent, Sales , Tacoma, Washington

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