Call Center Representative

Location:

Department:

Shift:

Standard Weekly Hours:

Summary:

The Call Center Representative (CSR) is responsible for providing information both verbally and in writing that is accurate and professional to clinicians, staff, patients, their family and the general public on behalf of various hospital departments and physician offices in a 24x7 environment. Communication may include telephone, e-mail, chat, and/or other methods. Representative may be responsible for monitoring life safety equipment and alarms -- and responding via the appropriate protocol (e.g. overhead paging, alpha/numeric paging, telephone call, etc.). Representative must be computer literate with the ability to multitask and learn multiple software applications. Collaboration with IT groups and hospital departments is critical for success in this position.

Qualifications:

• High School diploma or GED required.

• One to two years of previous Call Center or Customer Service experience required

• Preferred experience includes Bilingual (English/Spanish) and prior Level I Help Desk experience along with troubleshooting and probing skills.

• Excellent communication skills required with a strong command of the English language (bilingual preferred).

• Outstanding listening and problem solving abilities.

• Must be able to multi-task under stress.

• Must have above average problem resolution and follow-up skills.

• A certain degree of creativity and latitude required while resolving unusual or adverse situations and dealing with difficult customers with diplomacy and understanding, making sound decisions based on available facts.

• Ability to effectively deal with stress, work varying shifts, holidays, week-ends and overtime as required in a 24x7 working environment.

• Experience working in healthcare preferred

• Knowledgeable with computers, scripting, and Microsoft Office experience including typing a minimum 30 wpm

• Adherence to HIPAA and governmental compliance is required in this role.

• Soft skills required are Grammar, pronunciation, vocabulary skills, and patience.

Certification/Licensure:

• Prefer A+, ITIL, STI, CIAC, ATSI or comparable

About Us:

Cook Children's Medical Center is the cornerstone of Cook Children's, and offers advanced technologies, research and treatments, surgery, rehabilitation and ancillary services all designed to meet children's needs.

Cook Children's is an EOE/AA, Minority/Female/Disability/Veteran employer.