Call Center Rep - Phys Answer

Position Summary

Aultman call center representatives are the main source of communication for the organization; providing physicians, nurses, other staff, and the community with the information needed to care for our patients.

Department Summary

The call center manages high volumes of inbound calls. The call center is the answering service for over 800 contracted physicians, taking office cancelations and paging the on-call physicians for hospitals, patients, and other facilities. Calls to physicians include hospital consultations, general messages from hospitals, and patient calls for after hour emergencies. Each operator listens intently to each caller to determine the nature of the call so to process each call respectively. The call center is also responsible for overhead calling and paging out various emergency code calls.

Qualifications

• High School Diploma or equivalent.
• Typing experience, preferred.
• Previous customer service experience, preferred.

Department Qualifications

Skills

• Excellent communication.
• Detail oriented.
• Ability to multi-task, set priorities, and manage time effectively.
• Ability to problem solve.
• Communicate effectively.
• Work independently and as a team.
• Ability to work in high volume, stressful situations.

Department Skills

Responsibilities & Expectations

• Follow call center scripts according to each clients’ preferences.
• Use HRO tools and tones to identify customer’s needs, clarify information, research issues, and provide solutions while dispatching calls accordingly.
• Following HIPPA guidelines while receiving and giving patient information.
• Enter and update office schedules as needed.

Department Responsibilities & Expectations

Working Conditions

• Work eight hours a day. This unit requires 24/7 coverage.
• Shifts are variable to volume of the department. Rotation as needed.
• Work weekends and holidays as assigned. Every other weekend and every other holiday, in a group rotation
• Lunch periods and breaks are coordinated with other staff members to maintain adequate coverage

Hazardous Exposure Category

Category III - Includes tasks that involve no exposure to blood, body fluids, or tissues and Category I tasks are not a condition of employment. The normal work routine involves no exposure to blood; body fluids or tissues (although situations can be imagined or hypothesized under which anyone anywhere might encounter potential exposure to body fluids.) Persons who perform these duties are not called upon as part of their employment to perform or assist in emergency care or first aid or to be potentially exposed in some other way.

Physical Addendum

Demands

Frequency

Remarks

Lifting 0-10 lbs

Occasional 10-33%

Lifting 10-20 lbs

Occasional 10-33%

Lifting 20-35 lbs

Never

Lifting 35-50 lbs

Never

Lifting 50-75 lbs

Never

Lifting 75-100 lbs

Never

Lifting over 100 lbs

Never

Forward Reaching

Frequent 34-65%

Overhead Reaching

Never

Standing

Occasional 10-33%

Walking

Occasional 10-33%

Sitting

Continuous 66% of the day

Climbing

Never

Stairs/Ladder

Occasional 10-33%

Bending/Stooping

Never

Twisting/Turning

Frequent 34-65%

Kneeling/Squatting

Occasional 10-33%

Crawling

Never

Pushing/Pulling 0-10 lbs

Never

Pushing/Pulling 10-20 lbs

Never

Pushing/Pulling 20-35 lbs

Never

Pushing/Pulling 35-50 lbs

Never

Pushing/Pulling 50-100 lbs

Never

Pushing/Pulling over 100 lbs

Never

Carrying 0-10 lbs

Never

Carrying 10-20 lbs

Never

Carrying 20-35 lbs

Never

Carrying 35-50 lbs

Never

Carrying 50-100 lbs

Never

Carrying over 100 lbs

Never

Grasping/repetitive sustained

Frequent 34-65%

Fine motor coordination

Frequent 34-65%

Vision: Near/Far/Color

Continuous 66% of the day

Hearing: ordinary conversation/other

Continuous 66% of the day

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, gender identity, sexual orientation or protected veteran status. The organization is an EEO/AA Employer Disability/Vet.

The organization will provide reasonable accommodations to employees or applicants with disabilities, as defined by the Americans with Disabilities Act, who are otherwise qualified to safely perform the essential functions of the job, with or without accommodation, unless such accommodation would constitute an undue hardship on the organization or poses a direct threat to the health and safety of the individual or others that cannot be sufficiently mitigated by reasonable accommodation. Any applicant or employee who requires an accommodation to perform the essential functions of his or her job or to enjoy equal benefits and privileges of employment should notify the Aultman Human Resource Department and request such an accommodation.

CALL CENTER REPRESENTATIVE