Job Summary:

The customer service representative supports healthcare providers, hospital departments, and patients by delivering accurate, timely and compassionate communication. This role handles high volume in bound calls, manages critical alert lines, and ensures essential information is relayed to correct teams. This ideal candidate is detail oriented and committed to exceptional service.

Job Responsibilities:

• Answers high volume inbound calls from patients, providers, and healthcare partners with professionalism and empathy.

• Gathers essential information accurately and efficiently while following HIPPA guidelines.

• Documents call details with precision in the Transfer Center call management software.

• Prioritizes urgent or emergent calls and escalates them promptly.

• Maintains up to date knowledge of provider schedules, on-call rotations and communication preferences.

• Communicates patient’s appointment cancellations in a timely and accurate manner.

• Maintains Hospitalist patient assignment to ensure messages are routed to the correct provider based on current assignment.

• Maintains admission alert phone for incoming direct admissions/transfers into facility and communicate timely to Registered Nurse.

• Manages Cath Lab and Interventional Radiology alert phone by ensuring details are delivered accurately and ensuring rapid communication of activations.

• Completes provider and service referral information to ensure customers are connected with the appropriate resources.

• Gathers initial intake patient information by ensuring the Registered Nurse has the information needed to conduct a triage when return call is made to the patient.

Skills and Attributes:

• Requires critical thinking skills and decisive judgment.

• Works under general supervision.

• Must be able to work in a stressful environment and take appropriate action.

• Applies more advanced skills and knowledge in the area of specialization.

Position Requirements:

Work Experience

• No experience required

Education

• High school diploma, General Equivalency Diploma (GED) or higher required upon hire   

Licensure/Certification/Registration

• No licensure/certification/registration required

Organizational Responsibilities:

• Supports Owensboro Health’s Mission, Vision, Core Commitments, and business interests.  Adheres to all organizational policies and procedures. Executes all tasks and behaves in a manner consistent with a culture of compliance, safety and a high reliability organization.

Additional Job Information:

• This job description describes the general nature and level of work required by the position. It is not intended to be an all-inclusive list of qualifications, skills, duties, responsibilities or working conditions of the job. Specific duties and responsibilities consistent with the general nature and level of work described may vary by department and additional related duties may be assigned as needed. Some duties listed may not apply to all employees with this job description. 

• The job description is subject to change with or without notice, and Management reserves the right to add, modify or remove any qualification or duty. Nothing in this job description changes the existing at-will employment relationship between the Organization and the employee occupying the position.

Standard ADA Settings:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands: (Office Environment)

Standing: Occasionally

Walking: Occasionally

Sitting: Frequently

Lifting 0-25 lbs.: Rarely

Lifting 25-75 lbs.: Rarely

Lifting over 75 lbs.: Rarely

Carrying 0-25 lbs.: Rarely

Carrying 25-75 lbs.: Rarely

Carrying over 75 lbs.: Rarely

Pushing/Pulling 0-25 lbs.: Frequently

Pushing/Pulling 25-75 lbs.: Rarely

Pushing/Pulling over 75 lbs.: Rarely

Climbing: Rarely

Bending/Stooping: Rarely

Kneeling: Rarely

Crouching/Crawling: Rarely

Reaching: Occasionally

Talking: Frequently

Hearing: Frequently

Repetitive Foot/Leg Movements: Rarely

Repetitive Hand/Arm Movements: Frequently

Keyboard Data Entry: Frequently

Running: Rarely

Vision: Depth Perception: Frequently

Vision: Distinguish Color: Frequently

Vision: Seeing Far: Frequently

Vision: Seeing Near: Frequently

Hazardous Drug Risk Exposure:

Risk Level: No-Risk

Owensboro Health Core Commitments

INTEGRITY - We conduct ourselves with a high level of responsibility, reliability and honesty because we take seriously the trust of our patients and coworkers.

RESPECT - We value and accept the unique talents and contributions of every patient, customer and team member in the Owensboro Health community.

TEAMWORK - We build a spirit of connectivity and fellowship by striving together to overcome obstacles, surpass goals, celebrate accomplishments and plan the future.

INNOVATION - We foster original ideas and creative solutions that improve our daily work and promote the mission of Owensboro Health.

SERVICE - We focus on service to patients, customers and team members by anticipating their needs, thoughtfully meeting those needs and continually improving the quality of everything we do.

EXCELLENCE - We reach beyond basic expectations to expand our knowledge and awareness, produce exceptional work and provide outstanding service.