Telecom Service Operator
Johns Hopkins employs more than 20,000 people annually across our health system. Upon joining Johns Hopkins, you become part of a diverse organization dedicated to its patients, their families, and the community we serve, as well as to our employees. Career opportunities are available in academic and community hospital settings, home care services, physician practices, international affiliate locations and in the health insurance industry. If you share in our vision, mission and values and also have exceptional customer service and technical skills, we invite you tojoin an employer that is a leader and innovator in the healthcare field. This is a call center agent full-time position in the Telecom Service Center. The position calls for processing a high volume of incoming calls for the JH institutions. This would include providing directory assistance, patient information, paging services and physician's answering services. The position calls for excellent communication and customer service skills. Job Responsibilities: The responsibilities listed below are typical examples of the work performed by this position. Not all duties assigned to this position are included, nor is it expected that everyone in this position will be assigned every job responsibility. 1. Answer incoming calls. 2. Triage the call to meet the customer's request. 3. Assist customers by resolving the issue when able. 4. Assists the customer with Physicians Answering Service requests. 5. Assists the customer when a code call is required. 6. Assist the customer when a translator is requested using documented processes. 7. Assist with updating department scheduling when required. 8. Assist with pager testing. WORK HOURS: Sunday thru Thursday (3:30pm-12midnight) Evening Shift 40 hours per week 3:30pm - 12midnight Weekend Work Required Work Pay Grade: I1 High School Diploma/GED. Requires a high school level of knowledge in reading, writing and mathematics. Six months of related experience in a medical office, hospital, call center or customer service environment. Requires general PC skills, including proficiency in the MS Office Suite, use of the internet and data entry skills. Keyboard-must type at least 35-40 wpm. Excellent verbal and written communication, telephone manner, interviewing and interpersonal skills to interact with patients and staff, families, members of the health care team and external agencies. Analytical skills to resolve customer problems. Analytical skills to ensure proper on call scheduling and pager database maintenance. The ability to use search criteria to find information and perform duties. The ability to remain calm and composed during an emergency or crisis. Requires proficiency on multi-line phone and ACD system, PC, copier, fax machine, calculator, all hospital information applications (scheduling, databases, etc.) and any other technology applications required for the position (MS Office Suite, email, etc.) Preferred Job Qualifications: *Call Center Environment experience *Understanding of basic computer skills *Customer Service experience Johns Hopkins Health System and its affiliates are Equal Opportunity/Affirmative Action employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, protected veteran status, and or any other status protected by federal, state, or local law. Company Description: Patients are the focus of everything we do at The Johns Hopkins Hospital. From our beginnings in 1889 to the opening of our most advanced patient facilities in 2012, our mission to advance patient care, education, and research, continues to change the course of modern medicine.