Job Description

Facility: Valleywise Health Medical Center

Department: IT Service Management

Schedule: Regular FT 40 Hours Per Week

Shifts: Varied

Under the direction of the Call Center Supervisor, the Sr Communications Operator performs extensive customer contact by providing timely, courteous telecommunications service for all components of Valleywise Health and is responsive to all callers by soliciting sufficient information to identify the nature and urgency of the call in order to refer and/or respond appropriately. The Sr Communications Operator performs multiple telephone functions, maintains call schedules, has access to sensitive information, uses specialized equipment and/or systems and frequently needs to work independently in the absence of direct supervision, especially during the evening and weekend shifts.  Assists the Supervisor by providing guidance and subject matter expertise including ensuring standards and procedures are followed.  Will cross-train with other Information Technology areas, such as the Service Desk, to assist callers and colleagues to provide "top-notch" customer service.

 

Qualifications:

 

Education:

  • Requires a high school diploma or GED.

Experience:

  • Requires at least three (3) years of prior call center, communication center or switchboard experience that demonstrates an understanding of the required knowledge, skills, and abilities.
  • Prefer prior relevant work experience in a hospital environment and/or experience in a customer service related field.

Specialized Training:

  • None

Certification/Licensure:

  • None.

Knowledge, Skills & Abilities:

  • Must be able to multi-task, handle challenging customers, readily shift priorities while ensuring that service level and quality objectives are achieved.
  • Must be familiar with a variety of call center concepts, practices, and procedures and will be required to rely on extensive experience and judgment to plan and accomplish goals, while performing a variety of tasks, directing the work of others.
  • Must possess basic computer skills in a Windows environment.
  • Requires the ability to work independently, efficiently and multi-task in a fast-paced, high pressured environment.
  • Must have proficiency in call processing, equipment and operations.
  • Must possess good interpersonal skills, both verbally and in writing, in order to communicate effectively with a wide variety of hospital personnel, patients and outside callers in gathering and exchanging approved information.
  • Must convey a pleasant, helpful, caring attitude.
  • Ability to exercise judgment in sensitive situations and to maintain a high level of confidentiality.
  • Requires the ability to read, write and speak effectively in English. Bilingual (Spanish speaking) is strongly preferred.


Salary Range: Hourly pay rate: $15.60 to $23.01

Application Instructions

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