Call Center Specialist 1-Communications Center

Overview

The Call Center Specialists perform telecommunications tasks under general supervision as a member of a team in operating computerized communication systems for the Carle entity following established policies and procedures. This service may also include facilities such as Sarah Bush Lincoln Health System (SBLHS) who have contracted with Carle Communications Center for the provision of a physician answering service. Respond, screen, and relay incoming and outgoing long distance, local and inter-communication calls through use of computerized communication systems to include, but not limited to Amcom console. Receive, dispatch and document data to teams in emergencies and/or life threatening situations including, but not limited to, codes, Cath Lab, Interventional Radiology and Home Services. Page personnel as requested using master listing; retrieve pages; receive and deliver messages including physician consults; provide operator assisted teleconferencing, including international teleconferencing toll calls and international document faxing. Overhead page authorized personnel over PA system in accordance with policy and in a clear, concise and professional manner. Provide information regarding Carle to staff, and the public reviewing sources as necessary including, but not limited to, on-call schedules and non- confidential patient information. Maintain and relay current listing of telephone and paging numbers incorporating changes and new assignments as they occur. Assist in the training of new Communication Center Specialists as directed. Perform other related duties incidental to the work described herein.

Responsibilities

• Answer all incoming telephone calls in a pleasant, professional manner. Demonstrates a broad knowledge of the Carle organization and uses multiple resources to analyze and identify customer’s needs and determines how to assist each caller in the appropriate manner.
• Answer all incoming telephone calls from contracted facilities such as the SBLHS Medical Access line (hospital providers) and SBLHS Answering Service (patients) with the same standards described throughout this document.
• Act as an after hours answering service for multiple departments within the Carle organization, including but not limited to Home Health Services, Carle Medical Supply and the Employee Assistance Program. Responsible for communicating and documenting information in a timely manner.
• Escalate calls to providers or hospital leadership, as requested.
• Page customers with complete and accurate messages in a timely manner. Trouble-shoots and facilitates a positive resolution to all Carle pager issues.
• Ensure that physician routine consults and phone calls are communicated in accordance with physician, department, and organizational guidelines.
• Ensure the department has complete and accurate on-call information for the entire organization. Makes updates to on-call schedules and providers availability as requested, in a timely manner and as indicated by policies.
• Responsible for communicating emergency information in a timely manner and reporting possible delays in patient care.
• Accountable for completion of reporting/project tasks as they are assigned.
• Facilitate access to foreign language services for entire organization and schedules interpreters, as requested.
• Successfully complete the core Communication Center department training checklist.

Qualifications

EDUCATIONAL REQUIREMENTS

None Required

CERTIFICATION & LICENSURE REQUIREMENTS

Completion of Medical Terminology course. If not completed prior to hire, must be completed within one (1) year of start date in position.

EXPERIENCE REQUIREMENTS

Two (2) General – Entry-level/ General. Two (2) years previous public contact position required.

ADDITIONAL REQUIREMENTS

• Completion of a medical terminology course

SKILLS AND KNOWLEDGE

• Excellent listening/communication skills, interpersonal skills and telephone etiquette required so as to communicate effectively with all internal and external customers. – Must have the ability to handle a large volume of calls while prioritizing response to caller requests and emergency procedures. This may require multiple tasks concurrently with excellent attention to detail. – Proficiency with computer applications including but not limited to Microsoft applications. – Must maintain a positive attitude and work collaboratively with all internal staff and departments in the organization and able to articulate concerns in a professional manner. – Must demonstrate the ability to adopt and implement change and function in instances where decisions are not always apparent. – Must be self-motivated, dependable, and observe a high standard of confidentiality.

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