Call Center Representative (San Diego, CA)

POSITION OVERVIEW

· The Candidate shall answer and process all incoming calls.

· The Candidate shall answer incoming calls politely, efficiently and in a friendly manner, even during heavy workload and crises periods. Calls shall he answered in priority order.

· The Candidate shall receive incoming calls shall be routed appropriately throughout the facility.

· The Candidate shall receive collect calls, only if authorized and obtain and record time and charges.

· The Candidate is responsible for immediate, professional responses to and recording the following: emergency alarms, codes, bomb threats, fires and disasters. They shall also be required to receive and transmit over two-way radios.

· The Candidate shall follow instruction if a bomb threat is received. Written procedures and formats for this type of reporting are currently established in the telephone office.

· The Candidate is responsible for ensuring that no unauthorized long-distance calls are made, and no unauthorized collect calls are accepted.

· The Candidate shall utilize the facility radio, overhead paging, pocket paging, and code-paging systems as required.

· The Candidate shall assist in placing various types of outgoing calls and coordinating and patching through one or more stations when necessary.

· The Candidate shall assist facility staff and patients, when necessary, in placing calls. Calls shall include, but are not limited to, commercial and Federal Telecommunication Systems (FTS) calls.

· The Candidate shall Politely, efficiently and in a friendly manner explain to users why calls cannot be completed as requested, if and when a situation of this type arises.

· The Candidate shall maintain a log of all telephone equipment malfunctions and/or complaints regarding telephone service.

· Upon request of callers, the candidate shall verify telephone equipment malfunctions and report them to Information Resources Management Service (IRMS) via ticket

· The Candidate shall create Log Sheets and monitor each for completion

· The Candidate shall meet the Utilization Review Accreditation Committee (URAC) standards.