Call Center Representative (Switchboard)

• Assists with operations of the Switchboard call center for the University of Kansas Health System and Medical Center
• The rep utilizes all software systems (Genesis, Communicator, OnCall, Epic to provide professional service to all callers, internal and external
• Triages incoming calls to determine caller needs and manage the callers’ expectations with the highest level of customer service and efficiency by utilizing all available software resources
• Provides answering service for clinical and administrative departments
• Provides code and personal pager management and pager programming after hours, weekends and holidays
• Activates medical code tests on all software systems, ensuring paging hardware and software systems are functioning
• Activates medical and security code teams
• Initiates non urgent text pages to administrative and clinical staff
• Maintains the on call schedules in the web on call system and Qgenda
• makes changes to the schedules after hours as needed
• documents changes and sends communication to hospital, physicians and university departments as needed
• Utilizes internal overhead paging system
• Attend all individual, department and health system meetings, training and reviews as needed
• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department

• High School Graduate
• 2 or more years of experience in call center-based customer service, health care call center or Emergency Dispatch Call Center
• Experience talking, typing and listening simultaneously in a customer service environment
• Experience utilizing Call Center Software to answer, transfer, page and email in a customer service environment

Associates Degree in Communications, Business or Health Care Administration from an accredited college or university