DHTS:

Duke Health Technology Solutions is a robust, specialized division of Duke University Health System dedicated to the development and management of enterprise IT systems. A 2018 ‘Most Wired’ health system, Duke is nationally recognized for IT and information management as the first healthcare system to achieve the Davies Award – highest honor by the Healthcare Information and Management Systems Society (HIMSS) – for inpatient, ambulatory and analytics health information technology capabilities. Our employees are among the top-skilled IT experts in the Triangle and partner with leading scholars, clinicians and researchers across Duke University and Duke Health to develop innovative technologies that support our mission of delivering tomorrow's healthcare today.

Job Description

Call center agent needed for major university and health system in a 24/7 operation. Responsible for answering telephone calls from the public and internal university/hospital system, facilitating communications throughout the hospital system through the use of multiple communication tools and systems. Serves as the Information Center for staff, physicians and the community.

Job Summary:

The Communications Center Operator II is responsible for answering all calls, scheduling appointments and taking messages. Knowledge of business office procedures. Grammar, spelling, punctuation, and typing skills. Skill in answering the telephone in a pleasant and helpful manner. Ability to speak clearly and concisely. Ability to read, understand, and follow oral and written instruction. Ability to sort and file materials correctly by alphabetic or numeric systems.

Responsible for answering telephone calls from the public and internal university and hospital systems, facilitating communications throughout the institution through the use of multiple communication tools and systems. Serve as the Information Center for staff, physicians and the community

Job Responsibilities:

• Manage calls and information flow in a 24/7 in a large university and medical center setting
• Must have prior switchboard experience
• Knowledgeable with word processing skills using current version of Windows
• Be able to perform multiple tasks simultaneously, have excellent communication skills (good listening skill and clear diction)
• Must have good judgment and decision-making skills (particularly in emergency situations, integrate new information quickly, self-motivated to find information needed and to work with the team.
• Customer service, confidentiality, strong comfort level with computers, basic knowledge of health care and medical terminology are essential.
• Answer calls on a multi-line system, determine the caller's need, and transfer the call to the appropriate department. May need to research within software database to determine how to assist the caller (department referrals, physicians, appointment line, etc.)
• Having a clear, professional speaking voice and providing excellent customer service to all customers are key!
• Must also have prior experience answering and routing calls using a multi-line phone or system, and must be comfortable using a computer for research/emails and learning new systems.
• Screen telephone calls to ensure routing to the appropriate department or individual.
• Ability to talk and type simultaneously
• Computer literate
• Typing speed of 40 WPM minimum with 90% accuracy
• Excellent spelling
• Excellent Customer Service skills
• Exceptional phone etiquette
• Have a positive attitude
• MS Office knowledge a plus
• Spanish bilingual a plus

• Maintain and relay current listing of telephone and paging numbers incorporating changes and new assignments as they occur.
• Assist the on-duty supervisor during peak times as directed.
• Assist in the training of new Communication Center Operators as directed.
• Perform other related duties incidental to the work described herein.
• Must be able to work without supervision
• Proficient in managing emergency code calls
  

Preferred Qualifications

Education:

• High school education or GED

Experience:

• At least two years medical office experience required.
• One-year office switchboard experience required.
• Basic computer and keyboarding skills required.
• Must be available to work flexible days and hours.

Job Requirements

• 1-year minimum working experience of call center experience

SKILLS PREFERRED:

• Proficiency in written and verbal English and targeted language.
• Exceptional customer service skills.
• Pleasant telephone manner.
• Proficiency in PC/MAC – working knowledge of Microsoft Office applications,
• Ability to prioritize assignments to complete work in a timely manner.

Required Qualifications at this Level

Education: Work requires knowledge of basic grammar, comprehension, and communication principles normally acquired through a high school education.

Experience: Work requires 1-year experience as a communication center operator trainee or related position to acquire competency in the operation of a communication terminal and related equipment.

OR AN EQUIVALENT COMBINATION OF RELEVANT EDUCATION AND/OR EXPERIENCE.

Degrees, Licensure, and/or Certification: N/A

Knowledge, Skills, and Abilities: Customer Service, Telephone Protocol, and Medical Terminology

N/A

Job Code: 00004036 COMMUNICATION CTR OPERATOR II
Job Level: B2

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.