ETalentNetwork ยท 2 months ago
Non-Clinical - Administrative - Phone Console Operator
Los Angeles, CA
Full-time
Onsite
New Grad, Entry LevelETalentNetwork is a company seeking a Phone Console Operator to manage a high volume of incoming calls to the UCLA Medical Centers. The role involves providing patient and departmental information, processing emergency calls, and ensuring adherence to customer service initiatives and hospital policies.
EmploymentRecruitingStaffing Agency
Responsibilities
Answering and re-directing, on a yearly average, over 1 million incoming telephone calls to the UCLA Medical Centers
Provide Patient Information, Department Information and On Call Schedule information as requested by callers
Process routine and emergency calls
Activate and dispatch emergency response personnel for all Hospital and Ambulatory Areas for emergencies and disasters
Handle calls for Faculty Answering Service clients; handle overflow call support for the ISS Customer Care line
Handle routine and emergency calls for the Health Systems Support Services Center
Monitor and report various Emergency Alarm Systems as well as triage and report all Elevator Malfunctions
Process urgent messages for the Radiology Department for Critical Test Results
Follow and adhere to all Customer Service Initiatives at all time
Follow all departmental and hospital policies, which include Operational, Technical and Emergency protocols
Qualification
Required
Excellent customer service skills
Excellent listening skills
Excellent attention to detail skills
Excellent verbal and written communication skills
Skill in communicating effectively with individuals at all levels
Ability to speak clearly and distinctly, using proper English to communicate with public and UCLA Staff in a concise and informative manner
Ability to write neatly and use proper grammar and punctuations
Ability to work in a fast paced, high call-volume setting
Ability to prioritize and multi-task several duties at the same time
Ability to identify and escalate priority issues
Ability to remain calm and effectively during emergency situations
Ability to handle all situations in a courteous, professional manner exhibiting excellent customer service skills at all times
Ability to work on a self-directed basis with minimal supervision
Ability to easily adapt to evolving departmental and hospital policies and procedures
Ability to work overtime, Weekends, Holidays and Night Shift, when necessary
Ability to perform repetitive tasks while sitting at a computer workstation for an extended period of time
Ability to take on additional tasks and duties as requested by Management, when needed
Proficient in operating a PC and navigating the Internet
Proficient in Microsoft Office (Word, Excel, Outlook, SharePoint)
Preferred
Knowledge of medical terminology
Call Center Experience
Company
ETalentNetwork
E Talent Network is an Recruitment Process Outsourcing company specializes in Staffing and Recruiting.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase