SUMMARY:

Under the general supervision of the Contact Center Supervisor and following established policies and procedures, performs Contact Center tasks for all Brown University Health Affiliates using computer telephony integration (CTI) equipment. Responsible for taking complete messages for all Answering Service Clients and responding to a high volume of calls. Receive and direct incoming, outgoing, non-emergency and emergency type calls for all Brown University Health Affiliates.
Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another.

In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include:

Instill Trust and Value Differences
Patient and Community Focus and Collaborate

RESPONSIBILITIES:

In accordance with established policies and procedures, answers, screens and processes incoming centralized attendant, radio paging and telephone answering service calls from a diversified customer base in a prompt, accurate and courteous manner.
Responds to requests for direct dial numbers, department numbers, physician on-call status, all emergency teams and department functions utilizing an automated computerized system. Receives and directs all incoming and outgoing calls system wide.
Updates database and customer profiles to reflect the most current contact information to facilitate expeditious location of essential medical and non-medical personnel.
Handles special and priority calls such as medical emergencies for all Brown University Health affiliates, code alerts and a variety of emergency and time sensitive calls from general public, patients, medical personnel and all other Contact center users.
Monitors and responds to various alarms for all affiliates using specific procedures as documented.
Upon request, pages physicians, hospital personnel and others. Dispatches the appropriate emergency personnel following specific procedures.
Responsible for understanding on-call protocols, emergency procedures and protocols for the dispatch of emergency response teams at all campuses.
Records accurate, complete messages and dispatches same via individual preference (Fax, Email, Cell, Pager) for Answering Service Customers.
Maintains confidentiality of customer information.
Assists in training of new Call Center Associates as required.
Performs other related duties as assigned.
Handles and resolves customer complaints, concerns.
Manages and escalates priority issues.
Continue efforts to enhance service excellence, focusing on communication, compassion and customer satisfaction.
Supports the department to maintain performance in quality outcome measures.

MINIMUM QUALIFICATIONS:

BASIC KNOWLEDGE:

Basic Medical Terminology in order to respond and direct calls to the appropriate physician, clinic, emergency facility, etc.
EXPERIENCE:
One year experience in a call center or answering service environment.
Ability to work collaboratively with all team members.
Must have Proficient written and verbal communication skills to effectively process a high volume of calls and telephone requests.
Respond to all customer and emergency calls in a confident, rapid, accurate, pleasant and professional manner.
Requires exceptional and critical thinking and analytical skills
Ability to work under minimal supervision
Requires strong communication, customer service, interpersonal skills and telephone etiquette.
Ability to remain calm in emergency situations
Ability to prioritize work flow according to pre-set instructions.
Ability to communicate with all levels of internal and external customers.
WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS:
Work requires sitting for extended periods of time, frequent visual and aural effort.
Normal office setting with electrical equipment (i.e. telephone, computer (CTI), Copier, fax machine, security radio, etc.)

Pay Range:

EEO Statement:

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

Location:

Work Type:

Work Shift:

Daily Hours: 

Driving Required: