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This position is covered by a Collective Bargaining Agreement (CBA) with SEIU-UHW. As part of the terms of employment, employees in this role are required to join the union within 31 days of hire and remain a member (e.g. dues paying, fee paying, religious exception contributor) for the duration of the collective bargaining agreement.

This position was originally posted to ratified SEIU members from 08/03/26 – 08/11/26. The position is now available to be filled by internal candidates that are not members of the ratified Bargaining Unit or External candidates to Sharp.

What You Will Do
Manages general information and patient inquiry from the community and Sharp HealthCare staff on a 24-hour (if applicable), year round basis, utilizing knowledge of Sharp HealthCare services to assist callers and visitors in providing first person resolution whenever possible.

Required Qualifications

• 2 Years Experience in high-contact customer service position, preferably in a call center environment or concierge setting.
• Experience in dealing with multiple demands simultaneously and under pressure.

Preferred Qualifications

• H.S. Diploma or Equivalent

Essential Functions

• Completes calls using key behaviors of the Sharp Experience:
  
  Uses standard Sharp Experience opening script for all calls.
  Takes customers where they are going, using the warm hand-off transfer feature and announce the call along with the nature of the call, whenever possible.
  Answers all calls within department guidelines.
  Uses two out of three Sharp Experience scripted endings.
  Uses a voice tone that reflects a "smile in your voice" and an "attitude of gratitude".
  Reads departmental email communication on days worked to become familiar with updates, changes and new procedures.
  Consistently uses Closed Loop Communication on all code calls.
• Customer service and department protocol
  Adheres to departmental standards and internal guidelines for documentation, productivity, and compliance demonstrated through these criteria:
  Thinks and acts independently with good judgment.
  Documents all code calls correctly in the Electronic Code Book; any blanks must be completed by the end of the work day.
  Displays sensitivity to callers who may be agitated, upset or displaying behavioral issues; route calls as appropriate.
  Accesses patient information through GE Centricity/IDX, respecting confidentiality and adheres to the protocol and guidelines of No-Publish policy.
• Department competency
  Demonstrates competency with standard departmental procedures including:
  Accurate and timely documentation of API.
  Utilizes appropriate ACD models such as Work, Break types.
  Updates daily on-call schedules and physician lists.
  Familiar with Need to Know communication reflecting changes in procedures, department practices, new hires, etc.
  Conduct monthly test of TTY phone and loan out to departments when requested.
  Facilitates pager setup, replacement and distribution to hospital staff as needed.
  Issue interpreter phones to hospital departments upon request; conduct quarterly department rounds to ensure interpreters phones are working.
  Respond and manage emergency code calls as a priority per established protocols; utilize elevator voices when paging overhead.
  Participates as needed in the hospital-wide Emergency Preparedness plans, safety polices and hazardous materials procedures; maintain and issue disaster phones, when needed.
  Oversee emergency panels, including fire panels and elevators panels and make the proper notifications.
  Demonstrates the flexibility to adapt to 24-hour, 365-day department staffing requirements (if applicable). Accepts department schedule changes as business operations necessitate.
• Teamwork
  
  Demonstrates teamwork in departmental and inter-departmental teamwork:
  Takes equal share of incoming calls according to ACD Agent Distribution Reports.
  Identifies potential problem areas and brings it to the attention of the department leadership. When appropriate, demonstrates initiative and creativity by offering operational suggestions to department leadership.
  Utilizes "Onstage/Offstage Behavior" and Sharp Behavior Standards to facilitate teamwork efforts. Participates in Employee Forums, Peer Interviews, and Sharp All Staff Assemblies.
  Provides assistance, support and/or peer coaching to team members in building their skills and ability to meet call expectations.
  Demonstrates positive initiative and motivation, creating a team spirit and pride in the department.
  Provide backup after-hour call support for pre-approved departments when needed.
  Provide support for special projects identified by department supervisor.

Knowledge, Skills, and Abilities

• Has the ability to think and act independently and demonstrate excellent customer service judgment and problem-solving skills.
• Has the ability to work in a team environment.
• Have the capability to communicate well verbally, using appropriate grammar and professional conversational skills.
• Has the ability to relate quickly and confidentially to callers.
• Working knowledge of Microsoft software products and typing skills required for data entry, patient lookup, and documentation.
• Familiarity with GE Centricity/IDX patient look up programs preferred.

Sharp HealthCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability or any other protected class