Yale New Haven Health is hiring: Call Center Operator 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 week days, 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

• Processes Emergency Life Safety Codes: answers code line on first ring; pages appropriate personnel according to department policy and procedure with no exceptions; completes code procedure within 30 seconds; documents codes as instructed.
• Answer and Accurately Process Calls: answers each call by the fourth ring; handles 60-80 calls per hour with 95-100% accuracy; documents each caller's request for paging; demonstrates efficient and accurate use of call processing software/hardware; makes audio pages and announcements correctly and professionally; processes calls within 15-30 seconds according to established procedures.
• Demonstrates Positive Peer and Customer Relations Skills: demonstrates courteous and positive customer relations on the phone with patients, the public, medical staff and hospital employees; maintains professionalism under duress; exhibits reliable, professional and ethical work habits contributing to a positive work environment.
• Management of Pagers: utilizes vendor portal to execute exchanges; updates databases with relevant information; ensures accuracy of cost center, name, and department information.
• Maintains On-call Schedules of Hospital Personnel: completes schedules by the first day of the assigned month with 100% accuracy; follows schedule with 100% accuracy; performs related departmental duties as needed or assigned 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. Must function successfully in a team environment and also work alone supporting all aspects of the position. Excellent decision-making ability and customer service skills.

Physical Demands

While performing the duties of this job, the employee is regularly required to sit; use hands to type, handle items; and talk or hear. Frequent driving or reaching with hands and arms; may be required to stand and walk. Occasionally lift and/or move up to 25 pounds. Visual requirements include close and distance vision and depth perception. The noise level is usually moderate but can be high in emergency situations. Must use a headset for communication. Ability to concentrate under stress. May staff one or more call centers and travel to different locations. Must have reliable transportation and be able to report to work during major weather events. Adherence to hospital dress code. Reasonable accommodation will be provided as determined on a case-by-case basis.

Requisition ID 159850

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Management and Manufacturing

Industries

• Hospitals and Health Care