Call Center Operator

Position Details

Department: PCH-MAIN | Call Center Services
Category: Lobby Services
Location: Phoenix
Employee Type: Regular
Posting #: 444404
Posted On: 3/21/2019

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.

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.

Phoenix Children's Mission, Vision, & Values

Mission

To advance hope, healing and the best healthcare for children and their families

Vision

Phoenix Children's will be the leading pediatric health system in the Southwest, nationally recognized for exceptional care, innovative research and advanced medical education.

We realize this vision by:

  • Offering the most comprehensive care across ages, communities and specialties
  • Investing in innovative research, including emerging treatments, tools and technologies
  • Advancing education and training to shape the next generation of clinical leaders
  • Advocating for the health and well-being of children and families
Values
  • We place children and families at the center of all we do
  • We deliver exceptional care, every day and in every way
  • We collaborate with colleagues, partners and communities to amplify our impact
  • We set the standards of pediatric healthcare today, and innovate for the future
  • We are accountable for making the highest quality care accessible and affordable
The position has been closed or filled.

Please search our career site for positions that are currently active and accepting resumes at https://careers.phoenixchildrens.com