Job Details

Newport News, Virginia

Hiring Range
$16.20 - $21.08/HourlyActual pay is determined based on job-related factors such as relevant experience, education, credentials, skills, internal equity, and business needs.

Hours: Labor Pool (as needed)

Overview
Manages the telephone switch board to provide Physicians and Community access to RHS services. Facilitates all inbound and outbound calls supported by the Communications Department. Facilitates timely Emergent Life Threatening Code Calls, paging providers, Physician Line, main operator line, directory, patient information, and Caring Connection. Up fronts Inbound Calls in Assigned Service Queue for RHS Health Communications Department.

What you will do

• Maintain adequate service levels by attention to calls in queue to minimize wait times and call handling process. Respond with urgency and flexibility to changes and adapt to varying work environments and assignments. Cross-train to answer incoming calls for Communications service lines.
• Remain attentive to department needs through availability to receive and take calls by limiting off and unavailable state. Execute standardized protocols to include warm transfers.
• Initiate and execute all emergent response systems to include all Code types and Everbridge. Utilize a calm and professional manner with RHS code facilitation.
• Utilize policies and process regarding health communication services and software, online tools and thorough documentation. Ensure each encounter maintains quality and customer service standards of the Call Center. Provide timely and appropriate follow up and resolution.
• Build trusting relationships through exhibiting personal accountability, respect, and following through on commitments
• Develop clear and concise communications deliverables that promote Riverside Health Systems vision, mission and values.

Qualifications

Education

• High School Diploma or GED, (Required)

Experience

• 1 year Experience in a call center, customer service, patient care environment (Required)

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