Customer Service Specialist - Operator Services

Job Requisition #: JR57484

End Date: 7/27/2021

Location: Newark, Delaware

Position Type: Clerical/Administrative/Billing

Shift: Evening Shift, No Rotation

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****Full and Part time Positions with Day and Evening shifts available ****

PRIMARY FUNCTION:

To provide directory information to staff, visitors, patients, and the public based on stated needs of the caller; interpret on call schedule and provide information to staff; answer and dispatch emergency code activations. 

PRINCIPAL DUTIES AND RESPONSIBILITIES:   

  • Answer all emergency (911) phone lines for Christiana, Wilmington and Middletown hospitals.  Follow procedures for more than 20 emergency medical code notifications (i.e., Code Blue, Trauma Alert/Code, Heart Alert/Code, Code Delta, Internal Emergency). 
  • Documents emergency code notifications and notifies appropriate staff via pagers, overhead announcements, or telephone calls as necessary. 
  • Answer main telephone number for Christiana and Wilmington hospitals.
  • Handle all calls appropriately providing outstanding customer service. 
  • Provide patient location information to internal and external callers. 
  • Provide department information to internal and external callers.
  • Promote services offered by CCHS to callers.  Answer questions regarding services throughout the health system including satellite offices, Health Initiatives, etc. 
  • Elicit information from callers, both internal and external, to match services to callers' needs. 
  • Provide information to internal and external callers regarding staff telephone numbers and pagers. 
  • Assist staff with utilization of the WebPaging systems including access to the systems, functionality, types of pagers and their coverage areas. 
  • Overhead announcements for individual staff, system failures, special services, and emergency code notifications.
  • Answer the main number for the Christiana ED providing location information on patients to external callers and directing other inquiries to the appropriate service. 
  • Provide information regarding departmental on call schedules to staff.  (Surgery, Pastoral Care, Environmental Services, EKG, etc.) Contacts staff as necessary. 
  • Answers Corporate Communications line after hours.  Obtain and provide patient condition information to Media according to guidelines set by the department. 
  • Answers Social Work, Pastoral Care, and Clinical Engineering department lines after hours relaying messages to appropriate staff.
  • Answer Ethics Consultation line take and relay messages to staff. 
  • Assist with placing long distance calls and local calls for staff, visitors, and patients. 
  • Answers TTY for community, provides assistance to the caller.
  • Makes decisions regarding emergency calls and dispatches accordingly, following policies and procedures.
  • Provides directions to facilities for the public.
  • Troubleshoot problems with paging equipment.  Review error messages, test system, and make notifications based on time-critical procedures. 
  • Performs assigned work safely, adhering to established departmental safety rules and practices; reports to supervisor, in a timely manner, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients and visitors.
  • Performs other related duties as required.

    SCOPE, PURPOSE, AND FREQUENCY OF CONTACTS:

    Twenty-four hour contact with staff, physicians, patients, visitors, and the public.  Provides courteous and professional assistance and information. 

    DIRECTION/SUPERVISION OF OTHERS:

    None

    DIRECTION/SUPERVISION RECEIVED:

    Direction is received verbally and written from the Team Leaders, and Manager.  Team Leaders are on site 0730-2030 Monday through Friday and 0730-1630 on Saturdays.  A Team Leader is on call when Team Leaders are not on site.  Bi-monthly meetings are held and information given in the meeting minutes.  Daily huddles are performed with pertinent information provided via huddle boards as well as through email on a daily basis regarding changes, services, and new procedures.  Bi-yearly mandatory in-services. 

    EDUCATION AND EXPERIENCE REQUIREMENTS:

  • High school graduate or equivalent.
  • Two years customer service experience, call center experience preferred
  • An equivalent combination of education and experience may be substituted. 

    KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS:

  • Knowledge of computers (Windows)
  • Familiar with web navigation
  • Knowledge of electronic communication (email)
  • Strong customer service orientation
  • Excellent verbal telephone communication skills
  • Active listening skills
  • Ability to handle stress
  • Ability to make effective decision in emergency and stressful situations.
  • Multi-tasking ability: able to prioritize and switch focus quickly based on call center needs.  Ability to work independently and as part of a team under stressful circumstances.
  • 30 WPM typing speed, PC and keyboard proficiency
  • Ability to accurately summarize any source of information, interpret, and relay information to others.
  • Demonstrated knowledge of professional email standards, grammar and spelling.

    SPECIAL REQUIREMENTS:

    Essential personnel, 24/7 department.  Work schedules may be changed with short notice to ensure essential services are maintained. 

    PHYSICAL DEMANDS:

    Frequent sitting for extended periods with intermittent standing and walking.  Reaching. 

    WORKING CONDITIONS:

    Office setting, on occasion noisy due to activity level of the job. 

Why do WE offer careers full of possibilities?

For the Love of Health.

Inclusion & Diversity

At ChristianaCare, we’re committed to treating everyone with dignity and respect. We believe in a safe, inclusive work environment that fosters collaboration between caregivers from all walks of life. We know that each unique viewpoint is vital in delivering high-quality, safe patient care to everyone who walks through our doors. Our policies, benefits, hiring practices, employee resource groups, and corporate citizenship demonstrate our commitment to inclusion and diversity throughout our system.

Why do we embrace inclusion and diversity? For the Love of Health.

Our Values

We serve together in Love and Excellence. Our unique values, Love and Excellence are bold and powerful, and they are the reason why working for ChristianaCare is special. The behaviors associated with our values guide how caregivers interact with everyone they work with and make for an exceptional work experience. We believe that when you lead with Love, Excellence is inevitable.

Benefits

ChristianaCare’s comprehensive total rewards package is one of the most competitive in the region. We are proud to offer excellent benefits that reflect the organization’s commitment to being exceptional today and even better tomorrow.

At ChristianaCare, we provide access to high-quality and affordable benefits designed to meet our caregivers where they are. You can tailor your benefits to meet your needs now and adjust them as your priorities change.

Take advantage of ChristianaCare’s wide-ranging benefit offerings from supporting optimal health through medical, prescription, dental and vision coverage to valuable wellness and work/life programs, which include paid parental leave, coverage for infertility and assisted reproductive technologies, an employer-funded short-term disability program, and more.

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Our region offers a diversity of cultures, lifestyles, sports and entertainment events, housing options and educational opportunities. Located on the I-95 corridor between Philadelphia and Washington, D.C., our location provides easy access to two international airports, employment opportunities in a tri-state area, and proximity to some of the nation's top universities and colleges, as well as beaches in MD, DE and NJ!

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For the Love of Health

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