Communication Center Representative - Rockford, United States - UW Health SwedishAmerican Hospital

UW Health SwedishAmerican Hospital

Verified Company

Rockford, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Support Services

UW Health SwedishAmerican Hospital
TRIR INFORMATION SYSTEMS

Full Time

Day/Eve 11:00 AM '" 7:30 PM Monday '" Friday, and every other weekend, rotating holidays

***: Communication Center Representatives are often the first people to greet and work with new and existing patients, referring physicians, vendors, and the public inquiring about general information related to UW Health's services, programs, and staff. Outstanding customer service skills, professionalism, compassion and empathy are critical in this role. The Representative is at the center of all internal messaging and paging services, pager administration, and on call schedule maintenance for many departments throughout the system. The Communication Center functions as the off-hours clinical answering service for UW Health and their affiliates. The Communication Center Representative provides emergency line services for the entire UW Health enterprise which requires the ability to act quickly and accurately in a critical environment when executing codes which are often life or death situations.

EDUCATION/TRAINING:

Minimum:

High School diploma or equivalent

Preferred:

Associate or Bachelor's degree in Healthcare, Information Technology, Business, or related field

LICENSURE/CERTIFICATION:

Minimum:

Preferred:

EXPERIENCE:

Minimum:

Demonstrated capabilities in use of computer and phone technologies.
Demonstrated success in active listening and effective communications.

Preferred:

Prior experience in customer service or call center operations.
Experience in a large, automated call service center and familiarity with at least one form of call processing software preferred.

REQUIRED SKILLS, KNOWLEDGE, AND ABILITIES:

Emerging proficiency in the following areas:

Communication
Critical Thinking
Respect for People
Continuous Improvement
Organizational Awareness / Understanding

Intermediate proficiency in (1) one or more of the following Communication Center competencies:

Customer Service
Escalation
Troubleshooting
Mentor and Teach

Other Required Knowledge, Skills, and Abilities:

Demonstrated ability to provide excellent, compassionate customer service.
Ability to remain calm during stressful situations.
Ability and commitment to maintaining patient confidentiality per HIPAA regulations.
Basic knowledge of medical terminology.
Ability to act independently and demonstrate effective problemsolving skills.
Ability to stay current on all hospital policies relating to patients, employees, and visitors.
Ability to use active listening skills in providing services to callers.
Ability to learn and follow department processes and protocols.
Ability to learn and maintain knowledge of the various unit locations and functions and the specific guidelines governing visitors, calls and deliveries to each unit.

Our Commitment to Diversity, Equity, and Inclusion

UW Health is committed to being a diverse, inclusive and anti-racist workplace and is an Equal Employment Opportunity, Affirmative Action employer.

Our integrity shines through in patient care interactions and our daily work practices as we work to embrace the knowledge, unique perspectives and qualities each employee and faculty member brings to work each day.

Applications from Black, Indigenous and People of Color (BIPOC) individuals, LGBTQ+ and non-binary identities, women, persons with disabilities, military service members and veterans are strongly encouraged.

EOE, including disability/veterans