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Position Details

Department: Call Center Services
Category: Lobby Services
Location: Phoenix
Posting #: 444404
Date Posted: 3/21/2019
Employee Type: Regular

Position Summary

This position answers telephone calls placed to the Hospital and directs those calls to the correct destination, which are typically a hospital department, an outpatient clinic, an individual or a patient room. This position also answers telephone calls placed to the clinics after hours and records and, as required, dispatches messages to medical staff.

PCH Values

  • Family-Centered care that focuses on the need of the child first and values the family as an important member of the care team
  • Excellence in clinical care, service and communication
  • Collaborative within our institution and with others who share our mission and goals
  • Leadership that set the standard for pediatric health care today and innovations of the future
  • Accountability to our patients, community and each other for providing the best in the most cost-effective way.

Position Duties

  1. Accesses information, including employee telephone directories or patient directory, to identify the correct extension to which incoming calls should be transferred. Identifies the correct extension 97 % of the time.
  2. Answers on-call requests within six rings 98% of the time and completes incoming calls 60 seconds 90% of the time. Accurately takes and triages messages according to client specific instruction, which includes spelling, message form completion, and properly dispatching messages using the client specific instructions.
  3. Answers telephone calls placed to the Hospital in a manner that is friendly, professional, competent, and positive; answers calls within 4 rings 98% of the time.
  4. Answers the Code Line, 911, and other emergency lines within three rings 100% of the time. Makes public address announcements properly 99% of the time. Uses equipment and scripts in an appropriate manner.
  5. Properly uses department specific equipment, software, and processes, which include, but are not limited to, the knowledge and use of operator stations, downtime equipment (backup phones and microphone), and downtime procedures.
  6. Performs miscellaneous job related duties as requested.

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Position Qualifications

Please review the following qualifications and specify whether you meet each of the requirements listed.
Do you meet this requirement?
Education
1. High School Diploma or equivalent Required
Do you meet this requirement?
Experience
1. One (1) or more years of experience working in a team environment Required
2. One (1) or more years of experience in a high-volume inbound call center in a healthcare setting Preferred
3. Experience with AMTELCO 1 Call for Healthcare, EVE, PBX or Dispatch systems Preferred
4. Familiarity with medical terminology Preferred
Do you meet this requirement?
Special Skills
1. Experience using Microsoft Windows and Outlook Required
2. Experience using general office equipment Required
3. Bilingual (Spanish/English) Preferred
Physical Requirements & Occupational Exposure/Risk Potential
1. Physical Requirement - Feeling (sensing textures and temperatures) Constantly
2. Physical Requirement - Fine Motor Skills (pinching, gripping, etc) Constantly
3. Physical Requirement - Hearing Constantly
4. Physical Requirement - Pushing/pulling Occasionally
5. Physical Requirement - Reaching Constantly
6. Physical Requirement - Sitting Constantly
7. Physical Requirement - Standing Constantly
8. Physical Requirement - Stooping/crouching/kneeling/crawling Occasionally
9. Physical Requirement - Talking Constantly
10. Physical Requirement - Walking Frequently
11. Physical Requirement - Near Vision Constantly
12. Physical Requirement - Far Vision Constantly
13. Physical Requirement - Color Discrimination Frequently
14. Physical Requirement - Use of keyboard, mouse and/or computer equipment Constantly
15. Physical Requirement - Lift up to 35 pounds without assistance Occasionally
internal/external
I have reviewed the qualifications, physical requirements and occupational exposure/risk potential for this position and wish to apply