Call Center

Call Center Specialist – Memorial Health

Overview

Responsible for answering incoming calls to the main hospital switchboard, determining appropriate resolution, and accurately transferring calls.
Provide overhead paging for hospital and handle Stat, Rapid Response, Prairie Heart Stat Heart, and Springfield Clinic SCMI calls. Assume responsibility for the main call center position, support and direct new employees and co‑workers as needed, and demonstrate leadership characteristics for call center functions. Embody Memorial Health Values of Safety, Integrity, Quality, and Stewardship that support our mission and vision.

Shift

1:00 pm – 9:30 pm, every other rotating weekend.

Compensation

USD $16.50 /hr (minimum) – USD $24.82 /hr (maximum).

Education

High school diploma or GED required.

Qualifications & Experience

• Minimum two (2) years of experience in telephone operation, communication, call center, or related environment.
• Demonstrated leadership skills required.
• Medical terminology knowledge helpful.

Other Knowledge, Skills & Abilities

• Knowledge of call center database systems and pager responsibilities, troubleshooting, and correction methods.
• Excellent interpersonal and communication skills.
• Organizational skills and ability to work independently.
• Proficiency in Microsoft Word, Excel, and Outlook.
• Knowledge of hospital, department and HIPAA policies and procedures related to the Call Center.

Responsibilities

• Answer incoming calls to the main hospital switchboard and after‑hour answering service.
• Handle Stat Code and Rapid Response calls and process them timely and appropriately.
• Handle Stat Heart and SCMI calls.
• Embodies the Memorial Health System Performance Excellence Standards:
  Safety, Courtesy, Quality, and Efficiency.
• Respond appropriately and in a timely manner to disaster conditions.
• Meet or exceed statistical goals for answering calls.
• Create and/or change directory listings and on‑call schedules as needed.
• Assist with training and development of new Communication Assistants, orienting them to the new role.
• Communicate effectively with callers and co‑workers.
• Demonstrate flexibility, organization, and the ability to function well in stressful situations.
• Willing to work alternative shifts as required.
• Act as a resource for Communication Assistant I and lead by example.
• Adhere to the Statement of Values and Behavioral Standards.
• Perform other related work as required or requested.

Seniority Level

Entry level

Employment Type

Full‑time

Job Function

Other

Industry

Hospitals and Health Care

Location

Decatur, IL