DEPARTMENT: | Administration |
PROGRAM: | Administration |
POSITION: | Clerk IV – Call Center Operator |
REPORTS TO: | Call Center Manager/COO |
SALARY: | $19.38/Hourly |
DEFINITION: | Under the general supervision of the Call Center Manager and COO, the Clerk IV – Call Center Operator answers incoming telephone calls, provides information and schedules appointments for Council patients. The Call Center Operator is to project the professional organization image through telephone interaction. |
QUALIFICATIONS:
Possession of a high school diploma or its equivalent. |
Ability to operate well under pressure. |
Excels at providing a warm rapport and professional telephone experience. |
Must have patience to receive, relay, and place high volume telephone calls continuously throughout the day in accordance with health center policies and prescribed methods of Call Center operations. |
Must have a clear and pleasant speaking voice. |
Fluent in both English and Spanish preferred. |
Must be polite and courteous while answering the phone. |
EXAMPLE OF DUTIES:
Answers telephone after the first ring and no later than the third ring. |
Provides information to patients regarding appointments, services and access to clinic care. |
Refers to the Health Council’s Telephone Directory to ascertain the appropriate extension for which a caller should be transferred. |
Answers questions of callers regarding services offered by the Council, or transfers calls to appropriate staff in a timely manner, to minimize the holds and/or waiting time for callers. |
Becomes knowledgeable about other programs and services within the Council, and how to refer patients and others appropriately. |
Schedules patients for appointments to various providers and service units, |
Clearly communicates clinic program and service information to in-coming callers. Contact scheduled patients regarding appointment reminder via telephone/letter. Attend training(s) related to job duties. |
Notifies Administrative (COO) personnel immediately about problems with Call Center operations |
Performs other duties that are related to the PBX Operator classification, as well as other tasks that are clerical in nature. |
GENERAL REQUIREMENTS:
Attends work regularly and punctually; is readily accessible during work hours to peers; limits absences from own duty stations and limits visits and activities which distract others from their performance of duties. |
Works cooperatively with immediate supervisor, with department members, and with other Council staff persons, as required |
Treats all patients / clients / visitors with respect and courtesy. |
Remains competent in skills required for position. |
During the initial thirty (30) days of employment, becomes and remains knowledgeable about and in compliance with the Council’s and Department policies and procedures in the following areas:Confidentiality of patient / client / fellow employee and supplier recordsPatient’s rights and responsibilities.Professional and business ethics.Continuous quality and improvement.Safety and security of person and property.Infection control.Hazardous materials and waste.Life safety and emergency preparedness. |
Maintains a working knowledge about and in continued compliance with all of those areas listed under item (5) throughout your employment with the Council. |
Provides care appropriate to the age of the patients / clients / visitors served. This position falls under an exclusive bargaining agreement with Health Care Workers’ West Union, Local 250, SEIU, AFL-CIO; and requires employee membership. |