Job Description

JOB SUMMARY:
This position supports the communication needs of the Medical Center staff, Physicians and their patients, the general public and answering services, by directing all telephone traffic to their appropriate locations in an efficient and courteous manner. This position also provides paging services for announcements, emergent conditions, physicians, and personnel contacts.

EXPERIENCE REQUIREMENTS
1-3 years of experience in/with people of different persuasions displaying interpersonal and communication skills necessary to answer calls, relay messages, and provide accurate and concise information.

ADDITIONAL REQUIREMENTS
Use of usual and customary equipment used to perform essential functions of the position.
Work may occasionally require travel to other Carle Health Peoria region facilities/hospitals.
Required to drive your own vehicle for business purposes.

SKILLS AND KNOWLEDGE
Writes, reads, comprehends and speaks fluent English.
Maintain confidential information.
Microsoft Office Computer knowledge skills.
Multicultural sensitivity.
Possesses courteous and effective telephone etiquette.
Possesses ability to prioritize and maintain organization in essential functions/responsibilities.

ESSENTIAL FUNCTIONS:

Provides efficient and timely call handling
Maintains a 95% average in answer time
Maintains a 95% average in being in the ON position on the switchboard
Handles the customer’s request and keeps the pace of the call moving and manages call time effectively
Directs calls to the appropriate destination
Determines the caller's needs and refer the caller to the appropriate party when operational problems occur in the routine handling of telephone traffic. These occurrences are reported to the Lead Customer Service Representative or Manager for review and action
Verifies caller identity and provides accurate information to the customer
Demonstrates good procedures skills; knows location of policy and procedures manual
Follows call guidelines and scripts
Uses systems tools (faxing, paging, status's, transfer/dial keys, etc.)

Customer Interaction and Relationship
Listens to and empathizes with customers; acknowledges customer concerns
Gathers information to determine customer's needs
Applies problem solving skills and solved the inquiry effectively. Communicates information about the resolution of the inquiry to the customer clearly and completely
Controls the pace and flow of the conversation

Responds to Stats, Disasters, and Codes following policies and procedures
Monitors and responds to access controls, panic alarms, fire computer and alarms, intercoms and CCTV monitors
Acknowledges incoming Security calls or alarms and dispatches Security Officers to the appropriate locations
Maintains and enhances their knowledge and capabilities during emergency and non-emergency situations, performing multiple duties rapidly, calmly, and effectively to achieve the responses needed
Keeps abreast on all call disasters and security policies
Contacts appropriate personnel for all codes, disasters and stats

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