Call Center Officer

Job Summary

Call Center Officer will answer and direct all The View Hospital’s incoming telephone calls, and lines of business using a

computer-based system. In this role, the call center officer will process all telephone calls to the

main telephone number, respond to all patients schdeduling system, emergency calls and codes, providing the appropriate information to the caller

Job Responsibilities 1

Provides assistance and outstanding customer service to inpatients and outpatients departements across the hospital.

Offers excellent patient-centric service to those seeking guidance and medical assistance.

Answer all incoming calls and directing as appropriate; confirming and canceling of routine appointments and verifying & updating contact information.

Facilitates requests for appointment scheduling; provides information and performs appropriate warm transfer.

Obtains and enters demographic information on new callers; verifies demographic information for existing patients.

Transfers to appropriate clinical department for calls regarding symptom-based calls, or as per caller request.

Processes all telephone calls for the Medical Center’s main telephone number, emergency, rapid response, and department administrative telephone lines in a timely, accurate, and professional manner.

Job Responsibilities 2

Resolves a variety of internal and external caller requests and operational challenges. Provides current, accurate and consistently updated information to callers.

Notifies Leadership of additions, and/or changes to information, such as a phone number change, etc.; escalates issues to team lead, supervisor and manager as appropriate.

Proactively participates in call center continuation training to enhance/increase knowledge, skills development, efficiency, quality of work, and productivity. Contributes and participates in meeting and/or exceeding Call Center productivity standards.

Works as scheduled; demonstrates regular, consistent, and punctual attendance.