Call Center Representative

To provide professional quality service to the patients, family members and surrounding communities of Nor Lea Hospital District. The PBX operator will provide a wide variety of communication related tasks including receiving incoming calls, transferring callers to requested locations, critical thinking skills when dealing with upset customer complaints and directing them to the appropriate leaders/supervisors.

• Operate communication systems, such as telephone, switchboard, or intercom as necessary.
• Page individuals to inform them of telephone calls, using paging or interoffice communication equipment.
• Answer incoming calls, greeting callers, providing information, transferring calls or taking messages as necessary.
• Communicates information to all applicable departments.
• Able to provide excellent customer service, when interacting with patients, physicians, nurses and other applicable customers.

Values

i – Innovation

Forward thinking Exploring new possibilities Ambitious Goals Looks out for new and innovative approaches that will improve efficiency. Embraces and champions new ideas and encourages others to do likewise. Recognizes and rewards people and teams who are creative and innovative. This is in sharp contrast to those who tend to embrace the status quo, struggle with new approaches and discourage others when they are creative and innovative in the pursuit of increased efficiency or effectiveness.

C – Compassion

Friendly countenance Servant attitude Demonstrating genuine concern Shows genuine sensitivity to the needs, feelings and capabilities of other people. Deals with others in a pleasant manner. Treats others with respect and consideration. This is in contrast to those who are unpleasant and tend to alienate co-workers, or who seem insensitive to the needs of others and tend to demonstrate a lack of respect for others.

A – Accountability

Showing integrity Leading by example Ownership and accepting responsibility Acts in ways that demonstrate personal integrity and serves as a positive example of why others should trust the motives of the organization. Views himself or herself as a reflection of the organization by following through on commitments and accepting ownership of any mistakes he or she might make. Leaves others with the clear impression that integrity is a core value at this organization. This is in contrast to individuals who make commitments that go unmet, fail to acknowledge their role in disappointing events, or whose actions (or inaction) leave others with doubts about the level of trust that should be placed in the organization.

R – Respect

Considerate of cultural diversity Building trust All people are to be valued Demonstrates a genuine interest in the thoughts, opinions, values and needs of co-workers and customers. Avoids speaking, writing or doing other things that could be seen as disrespectful of people in their absence (or behind their backs). Recognizes and shows respect for the strengths and contributions of others. This is in clear contrast to behaviors that leave people feeling that their thoughts, opinions, values and needs are of little interest.

E – Empowerment

Allowing others to reach their full potential: Freedom to do what is right for our patients Attain and share knowledge to enrich others Empowered in an intentional manner that allows the person to find their way, yet receiving help when needed. Using good judgment related to the level of authority given and the amount of leeway extended. This contrasts with leaders and individuals who focus more on the risks involved from the empowerment, instead of reaching the full potential of the organization.

Organization Expectations

Communication

The process of sending and receiving messages with words, verbally, written or in sign language.

Customer Focus

Identifying and responding to current and future patient and other customers’ needs providing excellent service to internal and external patients and other customers.

Initiative

Identifying and dealing with issues proactively and persistently seizing opportunities that arise.

Self-Development

Lifelong, voluntary, and self-motivated learning.

Teamwork

Effectively work and complete assignments in group settings. Works independently and cooperatively with others to achieve common goals.

Essential Functions

• Operate communication systems, such as telephone, switchboard, or intercom as necessary.
• Page individuals to inform them of telephone calls, using paging or interoffice communication equipment.
• Answer incoming calls, greeting callers, providing information, transferring calls or taking messages as necessary.
• Communicates information to all applicable departments.
• Able to provide excellent customer service, when interacting with patients, physicians, nurses and other applicable customers.

Skills, Knowledge and Abilities

• Intermediate Comprehension and learning
• Expert Communication skills – oral/written
• Expert Office equipment – communication equipment
• Senior Prioritization
• Senior Decision making
• Expert Multitasking

Experience

Six months switchboard experience, preferably in health care setting, but not required.

Education

High School or equivalent.

If you are a current employee or have previously worked for Nor-Lea Hospital District, please contact the Human Resources Department at hrgroup@nlgh.org for your correct username and password.

The PBX operator will provide a wide variety of communication related tasks including receiving incoming calls, transferring callers to requested locations, critical thinking skills when dealing with upset customer complaints and directing them to the appropriate leaders/supervisors.