Call Center Representative - Community Care Phys

Job Description

Under general supervision is responsible for the ongoing and uninterrupted flow of calls within the Tufts Medical Center Quincy complex through use of the electronic telephone consoles. Performs routine duties that require exceptional computer skills, proper phone etiquette.

• As a call center representative at Tufts Medical Center Quincy you will be a key member of the care team providing excellent customer service and working in a fast paced high volume call center which directly impacts patient care
• Maintains collaborative, team relationships with peers and colleagues in order to effectively contribute to the working groups achievement of goals, and to help foster a positive work environment
• Answer phone calls from staff and patients in a timely and effective manner by utilizing the provided script
• Provide excellent customer service and problem solving when issues arise
• Record any issues of service failuresto ensure that proper follow up can be completed and optimal patient care is achieved
• Ability to defuse and address patient concerns and commence resolution for services
• Perform any other tasks as needed and directed by supervisory and management staff

Qualifications

• Ability to perform repetitive tasks accurately on a continuous basis under conditions of constant interruption and frequent pressure.
• Strong work ethic
• Team mentality
• Ability to anticipate customer needs
• Pleasant telephone voice and manner

• Knowledge and ability generally obtained through four years of high school with emphasis on spelling, pronunciation and diction.

• It is expected that all call center representatives are willing to work extra hours when necessary with short notice and maintain a flexible availability.

• An equivalent combination of education and experience which provides proficiency in the areas of responsibility listed above may be substituted for the above education and experience requirements.
• Three to six months experience in a call center environment and/or related medical facility is a plus.

• Not Applicable

Possesses and applies the skills and knowledge necessary to provide care to patients throughout the life span, with consideration of aging processes, human development stages and cultural patterns in each step of the care process. This includes:

• Knowledge of growth and development
• Ability to interpret age specific data and response to care
• Provide age specific communication

• Job requires such physical demands as manual dexterity, eye-hand coordination, good vision, pleasant voice, acute hearing and sitting during all working hours.
• Constant glare from overhead lighting reflection off video terminals causing eye irritation.
• Frequent background noise from Fire Panel and pocket pagers being tested.
• Constant telephone contact with general public, Hospital and University Staff, patients and families.

Additional Information

Must be able to perform all essential functions of this position with reasonable accommodation if disabled.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. New England Medical Center reserves the right to modify position duties at any time, to reflect process improvements and business necessity.

All your information will be kept confidential according to EEO guidelines.