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Covenant Healthcare CALL CENTER SPECIALIST in Saginaw, Michigan

divbspanCovenant HealthCare /span/bbspanUS:MI:SAGINAW/span/bbspanVARIABLE SHIFT/span/bbspanPART TIME BENEFITED/span/bbSummary:br/bbspanThis individual is responsible for handling all internal and external customers who place calls to the Covenant Healthcare Communications and Physician Answering Services./spanspan /spanspanIn addition, the Specialist will initiate emergency notification procedures and provide afterhours critical issue support by managing communications with key staff in various departments including the IT Help Desk, Clinical Engineering, Hospital Medicine, Cardiac Cath, and Endoscopy. /spanspan lang="EN"A Call Center Specialist must actively manage each call by taking ownership of it to enhance the customer experience and build relationships. The Call Center Specialist will determine callers' needs, update customer information schedules, identify and escalate priority issues, monitor alarm systems, initiate a variety of emergency procedures, follow up customer calls where necessary, and document all call information according to standard operating procedures. The Specialist will be expected to work extra hours as needed to fill shift vacancies created by paid time off requests and to participate in a standby rotation with other Specialist to cover short notice absences. A Call Center Specialist must have a pleasant speaking voice with clear and distinct enunciation, exhibit a tolerance to stress, be proficient with data entry, knowledgeable of call center telephony and technology, and understand customer service principles and practices. /span/bb/bbspanDemonstrates excellent customer service performance in that his/her attitude and actions are at all times consistent with the standards contained in the Vision, Mission and Values of Covenant HealthCare and the commitment to Extraordinary Care for Every Generation./span/bb/bb/bbResponsibilities:br/bbspanUnder the direction of the Manager of Information Systems, receive and handle all incoming calls, efficiently courteously. /span/bbspanRecord and fax or send secure non-secure text to relay messages for Physician Answering Service clients, employees and physicians./span/bbspanEnter and maintain call schedules for Physicians Answering Service, Physicians groups and various hospital departments/span/bbspanInitiate emergency procedures using various hospital notification systems, including over head announcements, alphanumeric pagers, secure mobile text and workstation notification systems./span/bbspanMonitor fire and security alarms systems and makes appropriate response./span/bbspanTake calls/messages for the IT Helpdesk Bio Med, Endoscopy, Hospitalist and Cardiac Cath, page accordingly after business hours/span/bb/bbspanDispatch interpreter phones and hearing-impaired laptops to the appropriate patients/campuses/nursing units. Maintain and verify a log of equipment being sent and received/span/bbspanOther duties as assigned/span/bb/bb/bbOther information:br/bbEDUCATION/EXPERIENCE/bbHigh School diploma or equivalent/bbAssociate degree