Position Summary
The CCR1 provides a routine call answering and processing duties. The CCR1 answers, screens and routes calls to the appropriate departments, dispatches messages, takes and relays messages for routine accounts serviced by the call center. This is position is deemed mission critical and attendance is required during emergency situations.
DUTIES
•Answer and process incoming calls in an efficient, effective, and courteous manner. Following instructions and procedures necessary for answering, handling, and dispatching, paging such messages according to the information and procedures of each customer account and according to MSI standards.
•Adhere to all policies and procedures, including but not limited to, attendance and promptness.
•Respond to requests for direct dial numbers, department numbers, physician on-call status and department functions utilizing an automated computerized system.
•Prepare, code, and process a variety of transmittals to include directory changes, physician sign-outs, pager cap code changes, account profile changes, etc.
•Assist with various customer retention initiatives (written/verbal surveys, QST etc.)
•Maintain confidentiality of customer information.
•Meet Call Center performance measures as follows as established for Talk Time, Aux, etc.
•Perform other related duties and special projects as assigned.
BASIC KNOWLEDGE AND SKILLS REQUIRED
•Excellent verbal and written skills, ability to operate general office equipment, computerized attendant console.
•Keyboarding skills essential, (35 – 40 wpm) no more than 4 errors
•Familiarity with medical terminology and tele-servicing concepts is helpful.
•Ability to process a high volume of calls in a fast paced environment is required.
•Ability to overlap and take other calls during high call volumes.
•Must work with a sense of urgency, courtesy and tact in a stressful environment.
•Must be able to sit for long periods of time and work in a small office setting with limited mobility
•Flexibility in work schedule – weekend and holiday work required
EDUCATION/EXPERIENCE
High School Diploma or equivalent. One year of call center and/or experience in dealing with the general public in a customer service capacity.
INDEPENDENT ACTION
Under general supervision, perform Service Representative duties in accordance with prescribed policies and methods. Unusual call requests, technical problems and complex inquiries are referred to facilitator or member of management. This position is identified as critical and is an essential function in the medical community. Work may be required off hours and during emergencies.
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Last updated on Apr 29, 2015