Job Description

Job Title: Call Center Agent
Job ID: 745537
Status: Casual
Regular/Temporary: Limited
Hours:
Shift: Day Job
Facility:
Department: Call Center
Location: 201 State St, Erie PA 16550

Description

Do you have a passion for helping others using your superior customer service skills? If so, this is the position for you! UPMC Hamot is currently hiring a part-time Call Center Agent for our Erie location. The ideal candidate will be available for all shifts, including holidays and weekends.

The Call Center Agent is responsible for answer incoming calls and will facilitate inter and intra communication for the UPMC Hamot organization.

Responsibilities:

  • Communicates all customer and staff complaints or concerns to the Call Center Supervisor/Coordinator or Lead Call Center Agent.
  • Functions as an answering service representative for multiple Specialty and Primary Care agencies to provide after hour call-out service and support, following specific protocol as provided by the physician office management.
  • Organizes communication between UPMC Hamot and regional hospitals to facilitate the patient transfer process while upholding the highest quality of patient care.
  • Provides service to the UPMC Hamot community, patients, families and staff, while protecting the integrity and confidentiality of all data and information through physical and electronic measures. Utilizes associated Call Center applications to facilitate inter and intra communication for the UPMC Hamot organization including call transfers, overhead announcements, facilitating patient transfers, after hours answering service, staff paging and centralized scheduling.
  • Responds to emergency situations by following specific protocol including means such as overhead announcements, individual pager notification or phone calls and utilization of mass notification software.
  • Responsible for inventory of special needs patient equipment by signing equipment in and out to hospital staff and keeping accurate records.

Qualifications

  • High School graduate or equivalent
  • Two years experience in a position with direct public contact providing customer service
  • Independent thinker; excellent communication and negotiation skills; ability to collaborate with diverse departments in high pressure situations; working knowledge of medical terminology; must have computer skills

    Licensure, Certifications, and Clearances:

  • Act 34 Criminal Clearance

UPMC is an equal opportunity employer. Minority/Females/Veterans/Individuals with Disabilities

Salary Range: $11.96 to $17.82

Union Position: No

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