Call Center Representative

Call Processing/Paging (answering, screening, routing, paging etc.)

Use Information Systems for the following call types:
- Informational
- Emergent
- After-hours clinic and/or healthcare support
- Physician Advice and Referral Calls
- On-call and paging support o Multiple marketing events for OHSU
Provide information to callers, including directions, addresses and hours of operation
Paging appropriate personnel or on-call staff

Data Entry

Assist departments with data entry for on-call schedules or paging status
Change/check status/referal of pagers including forwarding calls from one pager to another and blocking pagers for vacations, in-surgery, unavailable, etc.

Emergent Call Processing

Answering, coordination, and communication of numerous emergency procedures and OHSU Alerts.

Other Duties as Assigned by Department

Knowledge of the English Language sufficient for telephone communication. AND
High School Diploma or GED, AND
One year experience in a call/contact center, preferably in a medical or hospital setting with multiple information systems OR
Two years of heavy volume, multi-phone use/environment with multiple information systems.

Job Related Knowledge, Skills and Abilities (Competencies):

Must be able to type minimum of 40wpm with 95% accuracy
Proven skills in effective multi-tasking in a high stress environment, using different types of technology to quickly and accurately process calls.
Proven experience of customer service showing empathy, situational awareness, and understanding.
Ability to maintain reliable attendance and punctuality as defined by ITG Attendance Policy.
Must be able to perform the essential functions of the position with or without accommodation

Experience with windows and/or PC-based software systems.
Experience in hospital or medical setting.
Previous experience with automated directory or paging system is highly desirable.
Knowledge of medical terminology, skill in operating a computerized central communications system

See also