Job Summary

Under the supervision of the Director of Service Response Center, ensures that quality customer service in a 24/7 in-bound call center environment is provided by all staff members. Assists with maintaining department through recruitment, training, evaluating, discipline and termination. Serves as a first line resource for personnel and technical issues by either resolving the issue or referring the source to the appropriate area. Coordinates daily activities including scheduling, staffing evaluations and coordinating workflow based on console traffic reports. Knowledge of pagers, including maintenance and inventory, Code processes, Work Order processes, Physician on-call process, and any other processes required to fulfill the duties of the role are. Knowledge of all systems including AmCom, Footprints, Computrition, Epic, Outlook, Avaya, and all others required to fulfill the duties of the role. Responsible for performing job duties in accordance with mission, vision and values of Tampa General Hospital.

Qualifications

• High School graduate or GED required.
• Previous customer service and telephone experience, preferably in a call center environment is required.
• Six months experience as a Rep I or external equivalency required.
• The ability to communicate clearly and ensure required information is obtained and disseminated correctly is required.
• Education and/or experience that provides knowledge of office procedures, operation of standard office equipment, and proficiency in standard office software (Word, Windows, Excel) required.
• Previous experience in a medical setting preferred.