UnityPoint Health

Customer Service Representative-Hospital Call Center

Requisition ID
2022-109549
Category
Administrative and Clerical
Location
US-IL-Peoria
Address
221 NE Glen Oak Ave
Affiliate
5020 UnityPoint Health Methodist Medical Center
City
Peoria
Department
Call Center
State
IL
FTE
1.0
FLSA
Non-Exempt
Scheduled Hours/Shift
Full-time, 40 hours a week. 3rd Shift. Shifts/schedules include rotation week-ends and holidays.
Work Type (Portal Searching)
Full Time Benefits

Overview

Customer Service Representative-Call Center

Methodist Hospital

Full-time; Benefitted

40 hours a week:  3rd shift with every other week-end and a holiday rotation.

 

UnityPoint Health is committed to offering our team members a minimum rate of pay of $15 per hour.

 

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.

 

 

Why UnityPoint Health?

  • Culture – At UnityPoint Health, you Come for a fulfilling career and experience a culture guided by uncompromising values and unwavering belief in doing what's right for the people we serve.
  • Benefits – Our competitive Total Rewards program offers benefits options like 401K match, paid time off and education assistance that align with your needs and priorities, no matter what life stage you’re in.
  • Diversity, Equity and Inclusion Commitment – We’re committed to ensuring you have a voice that is heard regardless of role, race, gender, religion, or sexual orientation.
  • Development – We believe equipping you with support and development opportunities is an essential part of delivering a remarkable employment experience.
  • Community Involvement – Be an essential part of our core purpose—to improve the health of the people and communities we serve.

 

Visit us at UnityPoint.org/careers to hear more from our team members about why UnityPoint Health is a great place to work. https://dayinthelife.unitypoint.org/

Responsibilities

Essential Functions/Responsibilities:

 

% of Time

(annually)

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.)

 30%

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

30%

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

 30%

Basic UPH Performance Criteria         

·         Demonstrates the UnityPoint Health Values and Standards of Behaviors as well as adheres to policies and procedures and safety guidelines.

·         Demonstrates ability to meet business needs of department with regular, reliable attendance.

·         Employee maintains current licenses and/or certifications required for the position.

·         Practices and reflects knowledge of HIPAA, TJC, OSHA and other federal/state regulatory agencies guiding healthcare.

·         Completes all annual education and competency requirements within the calendar year.

·         Is knowledgeable of hospital and department compliance requirements for federally funded healthcare programs (e.g. Medicare and Medicaid) regarding fraud, waste and abuse.  Brings any questions or concerns regarding compliance to the immediate attention of hospital administrative staff.  Takes appropriate action on concerns reported by department staff related to compliance.

 

10%

Qualifications

 

 

Minimum Requirements

Identify items that are minimally required to perform the essential functions of this position.

Preferred or Specialized

Not required to perform the essential functions of the position.

Education:

 

 

 

 

High School graduate or GED equivalent

 

Experience:

 

 

 

 

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.

 

License(s)/Certification(s):

 

 

 

Knowledge/Skills/Abilities:

 

 

 

 

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

 

 

 

Other:

 

 

 

·         Use of usual and customary equipment used to perform essential functions of the position.

·         Work may occasionally require travel to other UPH facilities/hospitals.

·         Required to drive your own vehicle for business purposes.

 

 

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