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Call Center Specialist

Martin Memorial Health Systems, Inc.

This is a Full-time position in Stuart, FL posted February 18, 2021.

I. Basic Purpose:This position performs PBX Switchboard operations and customer service functions within a multi-location Healthcare environment which includes three hospital campuses.II. Major Duties and Responsibilities:1. Complies with established corporate and departmental policies, procedures, objectives, quality assurance methods, and safety codes. Demonstrates compliance with licensing, regulatory and accrediting agency provisions as required.2. Consistently demonstrates appropriate and professional communication behavior toward patients, customers, and coworkers. Cooperates with Management and peers to promote an environment of teamwork and collaboration.3. Functions as a PBX Switchboard Operator in a healthcare environment within departmental and Martin Health System policies and procedures. Maintains quality assurance as established by departmental and MHS policies.4. Channels incoming and outgoing calls as well as customer/patient service requests as required. Directs and transfers calls, makes overhead pages, makes beeper/pages, contacts priority On-Call personnel (Physicians, Support Departments and Administration) and provides customer service to callers.5. Responds to Emergency Conditions following established policy and procedures of multiple departments and locations.6. At the direction of the Department Supervisor or Director, maintains the pager phone directory, on call directory, clinical staff directory and administration on call list.7. Proficient in the use of the computer based PBX Console Interface and utilizes the Console in a manner effective for a high level of customer service. Maintain operational proficiency through training and education.8. Performs computer related functions in support of Admissions, Bed Control and Referring Physicians.9. Organize MHS physician’s schedules and call their offices and answering services to ensure receipt of accurate information. Key in pertinent data and physician profiles via AMCOM software.10. Ability to create/modify weekend call schedule sheets for stations; copying data onto boards for the weekend operators to follow. Willing to assist clearing end of month schedules from schedule book.11. Ability to assist with AMCOM outages and/or disaster recovery of system.12. Must be readily available to fill in for late shift or weekend operators when deemed necessary.13. Maintains a high level of privacy related to Patients, Physicians, Associates and MHS. Follows Departmental and MHS policies and procedures established for Privacy and Security.14. Maintains annual mandatory education requirements specific to position as mandated by Martin Health System.15. Performs all other duties as assigned or requested.III. Minimum Requirements (experience, training, and education):To effectively fulfill this position, candidate must meet the following requirements:> Candidate should have a minimum of a high school diploma or equivalent. Associate level education is preferred.> A minimum of one year customer service experience required.> A minimum of two to three years PBX Switchboard experience in a Hospital environment preferred.Excellent oral and written communication skills. Ability to work with diverse constituencies essential. Ability to work under time sensitive situations and manage time sensitive emergencies. Ability to navigate and utilize various Office applications including MS Word, Excel, and MS OneNote.