Overview

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.
Qualifications

Certifications: , Education: , Work Experience: Customer service
Responsibilities

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
About Us

Find it here.

Discover the job, the career, the purpose you were meant for. The supportive and inclusive team where you can thrive. The place where growth meets balance – and opportunities meet flexibility. Find it all at Carle Health.

Based in Urbana, IL, Carle Health is a healthcare system with nearly 16,600 team members in its eight hospitals, physician groups and a variety of healthcare businesses. Carle BroMenn Medical Center, Carle Foundation Hospital, Carle Health Methodist Hospital, Carle Health Proctor Hospital, Carle Health Pekin Hospital, and Carle Hoopeston Regional Health Center hold Magnet® designations, the nation’s highest honor for nursing care. The system includes Methodist College and Carle Illinois College of Medicine, the world’s first engineering-based medical school, and Health Alliance™. We offer opportunities in several communities throughout central Illinois with potential for growth and life-long careers at Carle Health.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Carle Health participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization. | For more information: human.resources@carle.com.

Compensation and Benefits

The compensation range for this position is $15.45per hour - $25.03per hour. This represents a good faith minimum and maximum range for the role at the time of posting by Carle Health. The actual compensation offered a candidate will be dependent on a variety of factors including, but not limited to, the candidate’s experience, qualifications, location, training, licenses, shifts worked and compensation model. Carle Health offers a comprehensive benefits package for team members and providers. To learn more visit careers.carlehealth.org/benefits.
Certifications: , Education: , Work Experience: Customer service
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