Job Description Summary
Customer Service Representatives represent South Shore Hospital and its affiliates’ by answering in-bound phone calls professionally, accurately, and efficiently. CSRs will provide callers with exceptional customer service and demonstrate call control while maintaining a high level of professionalism with each interaction including emergency scenarios.
Job Description
Customer Service Representatives represent South Shore Hospital and its affiliates’ by answering in-bound phone calls professionally, accurately, and efficiently. CSRs will provide callers with exceptional customer service and demonstrate call control while maintaining a high level of professionalism with each interaction including emergency scenarios.
* Overall knowledge of all health system sites and departments.
* Provides information to callers on all services offered, specific departmental information, parking, visiting hours/guidelines and hours of operation for all health system sites/departments.
* Provides wayfinding to the facility, to internal departments and off-site affiliates.
* Actively listens to the caller to determine the correct department or individual that can accomplish their request.
* Screens callers and asks appropriate triaging questions in order to get the customer to correct resource on the first call.
* Accurately manages on- call coverage for departments / specialties within the enterprise on call solution when needed.
* Provides messaging support to internal and external customers using multiple communication channels such as, traditional paging, secure texting application, email and faxing.
* Provides Physician Referrals to the community for PCPs and Specialists by matching zip code, gender preference and medical need of the callers.
* Knowledge of the operation of patient TV/Telephone and ability to troubleshoot and escalate issues.
* Understanding of pager functionality and ability to coach client use of device, troubleshoot and escalate issues as needed.
* Manages requests received from internal customers via our secure texting tool.
Provides call support forSSH ambulatory sites, including Physician offices and Internal Departments.
* Provides afterhours and frontline call support for SSH ambulatory sites and departments.
* Acts as an extension of the office/department.
* Accurately triages call to the appropriate on call resource when necessary.
* Follows each client’s unique workflow to ensure all interactions are handled with the highest level of accuracy.
* Follows our standard escalation process/procedure for repeat callers to ensure all calls are answered in a timely manner.
* Provides consistent clear, accurate, timely information to all callers as described in client profiles.
* Provides messages management for clients including urgent afterhours patient calls and non-urgent office messages. As well as using our enterprise ITSM tool for incident/case management.
* Manages, and accurately updates client on-call schedules as needed.
* Displays an understanding/sensitivity of each client’s unique customer culture and has a concrete understanding of that client’s function in order to represent the client in an intelligent and professional manner.
* Ensures accurate messaging / paging information by confirming spelling of caller’s first/last name, phone number and DOB.
* Monitoring for client message delivery status, reporting and escalation of major/minor alarms as needed.
Monitors alarm systems and code systems
* Adheres to department procedures in relation to the notification of personnel during various alarm types.
* Knowledge of various Codes and adherence to their procedures including medical, fire, internal and external disasters and safety emergencies, often of a life threatening nature.
* Monitors the code panel and fire alarm systems for the main campus.
* Provides escalation support for minor alarms and 911 calls for main campus
* Provides 24/7 support for the health system emergency line (77777).
* Follows specific workflow for each code type/alarm as accurately and efficiently as possible.
* Provides house wide overhead announcements for urgent/emergency communication.
* Mastery of HICS process, on-call management and notification procedures in the event of activation.
* Knowledge of enterprise desktop alerting communication tool, ability to activate, track response and ability to educate end-users on use.
* Mastery of CALLeague Alert / monitor alert response and update appropriate person as needed dependent upon code type.
* Understanding and ability to assume Systems Information Coordinator (SIC) role in the event of activation.
* Ability to calmly communicate during crisis situations.
* Monitors dispatch list for enterprise paging system and troubleshoots failed messages when presented.
IT Service Desk overflow and frontline call support
* Has high level knowledge of all our applications, systems and technology
* Ability to intelligently guide callers through the PC reboot process, and basic technical knowledge of when to do so.
* Technical knowledge to triage after-hour help requests, determining the priority of technical issues toescalation to on-call technician.
* Provides frontline call support for the Service Desk during overnight shift.
* Escalates to IS Manager and OCC when appropriate.
* Execute technology escalation and outage communication as needed.
* Enters detailed and accurate information in our ITSM tool and prioritizes incidents in accordance with our incident management standards.
* Escalates calls to the IT Service Desk when necessary
* Knowledgeable of open problems and ability to provide callers with any workaround information as needed.
* Monitors call queue and escalates any high volume activity to supervisor.
IT Network Password Reset Support
* First tier support for users needing assistance with their network password and provides first call resolution to end users.
* Authenticates users using the organizational IT Security guidelines.
* Resets password in our Identity Access tool and provides caller with temporary password information.
* Provides users with our password criteria.
* Tracks all network password resets accurately in our ITSM tool.
* Escalates call to the next tier support (IT Service Desk) when necessary.
* Educates users on self-reset tools when appropriate.
Emergency Preparedness
* Proficient at all departmental downtime procedures and tools.
* Completes on a monthly basis emergency preparedness tasks.
* Ability to operate downtime redundancy telephone system in the event of PC outage including appropriate login to system, and mastery of manual answer/transfer operation of device.
* Smoothly and efficiently executes evacuation procedures to redundancy site by activating code system downtime communications, physical relocation to redundancy site, and ability to return to normal operations per standard.
* Ability to transition to power failure phones in the event of a telephone outage and properly communicate outage to end users.
* Operates computer based redundancy system for directory, pager information and on call information.
* Demonstrates a complete knowledge base of all downtime / outage resources to best determine which systems to utilize for particular outage / downtime event.
* When applicable becomes the primary resource for the health system for messaging and communication.
Actively participates in Information Center Continuing Education programs
* Attends monthly continuing education sessions.
* Completes all associated measurement tools and learning exercises.
* Completes all monthly emergency preparedness education tasks.
* Under the guidance of the Supervisor participates in feedback programs to further develop customer service skills, system, and process enhancements.
* Assists with new hire training and onboarding as assigned
* Performs other duties and projects as assigned.
* Reads all emails and communications on a timely basis
Job Requirements:
Minimum Education - Preferred
Equivalent to high school curriculum preferred
Minimum Work Experience
Customer service experience required. Healthcare experience preferred.
Required Skills, Knowledge, and Abilities:
* Ability to thrive in a fast-paced medical environment
* Excellent spelling, communication and grammar skills
* Maintain the ability to multitask and toggle between multiple screens seamlessly
* Knowledge of typing/data entry (30 wpm) and working knowledge of Windows / Microsoft Office Suite
* Medical Terminology knowledge preferred
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