Customer Care Center--Affinity Health System
This is a 32 HPW Day position that includes holidays and every other weekend. Shifts vary between the hours of 2:00 AM and 10:00 PM and every other weekend from 6:00 AM to 3:00 PM.
The Customer Care Center is the communication hub for Affinity Health System, answering all calls for Mercy Medical Center, St. Elizabeth Hospital and all AMG clinics after hours. The Customer Care Representative processes calls by connecting customers to the correct sites. The Customer Care Representativ will also perform over-head pages and codes with 100% accuracy while demonstrating excellent customer service. The Customer Care Representative will also assist with maintaining statistical reports and department databases, data entry and scheduling duties as needed. They will also schedules/cancels designated appointments and transfers symptom based calls to NurseDirect.
statistical reports and department databases, data entry and scheduling duties as needed. They will also schedules/cancels designated appointments and transfers symptom based calls to NurseDirect.
Provides excellent customer service by maintaining department's positive guest relations approach by conveying a positive genuineness in dealing with others; the public, patients, physicians, staff and coworkers. Demonstrates proper telephone techniques, courtesy and etiquette at all times.
Expediently communicates clearly with professional and proficient verbal, grammatical and intonation skills. Demonstrates stewardship of caller's time using first call handling strategies to minimize transfers and improve customer satisfaction. Must hear and verbally communicate clearly.
Performs with accuracy in crisis situations on the telephone as demonstrated by responding appropriately with 100% accuracy when handling: facility code phones/over-head announcements, security alarms, code processing, security requests, printing clergy lists, Life Line, etc. Carries out evacuation procedures flawlessly during a crisis in the building, establishing an alternate switchboard expediently at St Elizabeth Hospital. Expediently and accurately follows all hospital and clinic routine and emergency switchboard procedures
High school graduate or equivalent required. Previous call center experience desirable
Medical Terminology Preferred
Must hear and verbally communicate with a clear pleasant voice, demonstrating proper telephone techniques, courtesy and etiquette when greeting customers by using excellent grammar and proper English.
Able to process a variety of call types displaying outstanding levels of professionalism and courtesy to all Affinity Health System callers and customers
Proficient computer skills in Word, Outlook required. Required to open many software applications used in the CCC. Required to know Meditech, Emergin, Outlook, Access etc. Proper shutdown procedure required for computer and telephone.
Normal Weekly Hours
Affinity Health System - Business Services
Ministry Health Care - 15 months ago