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The role of the call center operator is to provide excellent and courteous customer service skills to patients, staff and general public. Must be a team player and have good communication skills. This position has the responsibility and accountability for the accurate performance of answering all calls, redirecting calls to appropriate departments, overhead paging, activating pagers, dispatching, and taking the appropriate actions to codes and alarms. The department also maintains an answering service for physicians and medically related departments. The operator must be able to respond to all communication systems in a fast paced environment. Job duties involve various age specifics whether responding to patients, callers, physicians or staff members.
Responsibilities:
Maintain Keys and sign in books for chaplain, volunteers, departments, electrical/telephone closets, lactation room, elevators, and employee parking lot.
Activates the Alert Notification System.
Dispatch Security assisting with emergency support.
Contact cab company when needed by departments and prepare paper work.
Monitor all code/alarms and dispatch (Fire, Cardiac Arrest, Community Disaster, Injured visitors/staff, helicopter arrival, power failures, telephone switch alarms, blood bank, doors and gas alarms). Also respond to any of the above in the 100 and 200 Medical Arts Building on campus.
Respond to any telephone repairs, logging the report, paging appropriate individual to handle repair.
Answer all incoming telephone calls on the console and redirect to the appropriate location, providing information, placing calls, activating pagers and overhead paging.
Provide answering service for clients, following instructions, dispatching emergency messages, and verbally or fax messages to the client.
Maintain on call schedules for departments.
Reports elevator, ATM and payphone problems.
Responds to all calls needing assistance from parking lot gates as well as pay stations.
Assist the religious taking patient requests for visit or communion, dispatch for emergencies and overhead page services.
Respond to long-range or in-house pager repairs, replacements and batteries, logging the report, and trouble shooting.
Performs all responsibilities according to the philosophy of the UPMC Health System such that the needs of our customers are fulfilled.
Provides approved overhead announcements.
High school diploma or GED required.
Minimum two-years experience in customer service required, answering service experience preferred.
Must possess proficient spelling/grammar skills, must be able to communicate effectively with all age groups and populations of external and internal customers as well as co-workers on all communication systems in Telecommunications
Must possess proficient typing (40 wpm) and spelling/grammar skills.
The call center operator will type alpha text messages via pagers to physicians, staff members and answering service clients.
Answering service clients, in addition, receive all messages handled by In Touch daily via faxes to their office.
Attends mandatory safety, compliance and other meetings required by Telecommunications and hospital guidelines
Attends in-service and training classes, as required Licensure, Certifications, and Clearances:
Act 34
UPMC is an Equal Opportunity Employer/Disability/Veteran