Customer Service Representative Agent

Mightyworks       |    Location:FL       |    Country:United States Of America

<p><strong>ob Description</strong></p> <ul> <li>Answers and triages extremely high phone volumes including critical code calls involving emergent situations.</li> <li>Processes emergency calls by coordinating caller with responding parties in an efficient and accurate manner.</li> <li>Monitors and responds to alerts routed from emergency equipment.</li> <li>Responsible for contacting personnel for emergency management situations such as mass casualties and hurricanes.</li> <li>Utilizes multiple phone computer and internet applications throughout the day.</li> <li>Maintains and utilizes a tiered in-depth database of on-call staff for clinical/hospital areas.</li> <li>Manages and updates personnel and departmental listings for the online quarterly directory.</li> <li>Regularly reviews backup procedures to assure swift changeover should the main system fail.</li> <li>Facilitates emergency announcements over the public address system. Redirects Service Pagers.</li> <li>Accurately maintains a log of emergent patient calls international calls codes stroke telemedicine brain bleed referrals Satilla calls and organ procurement&#39;s.</li> <li>Arranges conference calls involving five parties or less.</li> <li>Places international calls for medical staff when appropriate.</li> <li>Remains courteous and helpful throughout the shift placing the needs of the patients first.</li> <li>Maintains competencies and stays abreast of all policy and procedural changes. Manages calls regarding hospital-to-hospital transfers.</li> <li>Assists Referring Physicians&#39; Office after hours by forwarding referral information to their office for processing the next business day.</li> <li>Uses decision trees to determine the proper on call team to differentiate emergent physician-requested calls.</li> <li>This position handles the main hospital line and processes all the hospital/clinic codes.</li> <li>Must be able to work with multiple computer applications at one time.</li> <li>Fast pace environment and will need quick critical thinking skills.</li> <li>Previous medical experience is desired or someone who understand medical terminology.</li> <li>Extensive admin skills required.</li> <li>Be able to go with the flow and be flexible is very important. This is a very involved position.</li> </ul> <p><strong>Qualifications</strong></p> <ul> <li>Previous customer service skills. Must demonstrate strong problem solving and decision making skills.</li> <li>Experience with computer and Microsoft products required. Keyboarding or typing skills essential.</li> <li>Ability to quickly and accurately manage emergency calls.</li> <li>Works additional hours or a modified shift to support the work unit during staffing emergencies.</li> <li>Follows safe work practices.</li> <li>Must be able to see and hear within normally acceptable standards either with or without the use of amplification devices.</li> <li>Must be able to read write and speak English fluently.</li> <li>Must be able to work weekends and alternating holidays.</li> <li>Must have adequate use of both hands.</li> <li>Must be able to sit for long periods of time.</li> </ul> <p>Education Requirements:</p> <ul> <li>High School diploma or GED required.</li> </ul> <p>Experience:</p> <ul> <li>At least 1 year of experience in a medical setting preferred.</li> <li>Previous experience with the operation of multi-line telephone system experience required.</li> </ul>