Call Center Operator Job at Yale NewHaven Health in Bridgeport

Overview

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values — integrity, patient-centered, respect, accountability, and compassion — must guide what we do, as individuals and professionals, every day.

Provide the 24x7 communication link between physicians, hospital personnel, patients and visitors. Associate utilizes an internal and external communications network including computer systems for patient information, answering service, on call, and directory, computerized attendant console and paging terminal. Responsibilities include the processing of incoming and outgoing phone calls, physician answering service calls, processing all Emergency Life Safety codes, monitoring and reporting alarms, and paging via voice and radio paging systems. Typing and retrieving messages from computers. Must be flexible to work weekdays, evenings, night, weekends and holiday shifts if needed. Must be able to support all Health System locations including YNHH, BH and GH.

EEO/AA/Disability/Veteran

Responsibilities

• Process Emergency Life Safety Codes: answer code line on first ring, page appropriate personnel according to policy, complete code procedure within 30 seconds, document codes as instructed.
• Answer and accurately process calls: answer each call promptly, handle high call volume with high accuracy, document caller requests for paging, use call processing software/hardware effectively, make audio pages and announcements professionally, process calls within 15–30 seconds.
• Demonstrate positive peer and customer relations: maintain courteous and professional conduct with patients, the public, medical staff and hospital employees; remain professional under duress; contribute to a positive work environment.
• Management of pagers: utilize vendor portal to execute exchanges, update databases with relevant information, ensure correct cost center, name, and department information.
• Maintains on-call schedules of hospital personnel: complete schedules by the first day of the assigned month with full accuracy, follow the schedule precisely, perform related duties as needed with accuracy and completeness.

Qualifications

Education

High School Graduate or GED required.

Experience

Experience utilizing computers in an office environment required. Experience answering telephones in a high call volume environment preferred. Knowledge of Cisco and Spok software preferred.

Special Skills

Ability to type at least 35 WPM. Ability to function in both team and independent settings, supporting all aspects of the position. Excellent decision-making and customer service skills.

Physical Demands

While performing duties, must regularly sit, write, type, and talk or hear. Frequent use of hands; ability to reach with hands and arms. Occasionally stand, walk, and lift/move up to 25 pounds. Visual requirements include close, distance, peripheral, and depth perception. Noise level is usually moderate; can be high during emergencies. Must use a headset and maintain clear communication, especially in crisis or stress. Must distinguish colors/shades for alarm signals and visual cues. Ability to reset alarms, computers and UPS systems. Excellent command of English and clear pronunciation. May staff one or more call centers. Travel to different call centers may be required. Reliable transportation is required for major weather events. Adherence to hospital dress code is required. Applicants who become disabled must be able to perform essential functions with or without reasonable accommodation as determined on a case-by-case basis.

May be required to staff one or more call centers operated by YNHHS. Travel to different call centers required as necessary.

© YNHHS Requisition ID 159850