Munson Healthcare Call Center Specialist in Traverse City, Michigan

SUMMARY

Supports healthcare system initiatives, providing emergency communications, sharing of data and providing services while utilizing customized software. Provides excellent customer care through one-on-one interaction with consumers, physicians/office and Munson Healthcare staff. Determines customer needs and fulfills those needs through dissemination of information entered into custom database to include on-call calendars, emergency notification, and hospital codes, paging groups, physician and staff profiles. Responsible for data integrity and entry of physician, employee, department and physician office profiles. Implementation and support of pagers and paging applications, hospital directories, reconciling reports, utilizing Lawson, Morrissey, STAR, Service Desk, and Microsoft Office. Responsible for teaching, mentoring and supporting 24x7 staff.

ENTRY REQUIREMENTS

Required:

Bachelor's degree in Health Services Administration, Communications or IS/Business related field.

Consideration will be given to an individual with 3 years of progressive Call Center or customer service experience.

Successful Completion of Medical Terminology course or obtain within 6 months

Preferred:

Demonstrated ability to establish positive working relationships and dedication to service excellence required

Operates under stressful conditions due to constantly changing requirements in healthcare

Understands the process of change and how it affects human behavior

Must be able to multi-task with minimal supervision

Ability to work quickly while making accurate decisions

Tasks/goal orientation and experience in Healthcare beneficial

Excellent verbal communication and customer relation skills required

Proficiency in Microsoft PowerPoint, Word, Outlook, Excel and SharePoint

Must possess excellent computer skills

Basic knowledge of Downtime procedures

Strong aptitude for problem solving and advanced troubleshooting techniques related to computer hardware and software

Basic knowledge of hospital systems and operations

ORGANIZATION: Information Systems Department under the direction of the Manager of Customer Support. May also receive direction from Call Center Team Leader for daily operations.

Must maintain a working relationship with all ancillary departments, physicians, physician offices and their staffs.

May assume department responsibility in the absence of the Manager, Team Leader of Call Center.

HUMAN RELATIONS/PROBLEM SOLVING

Assertiveness, organizational skills, effective time management, flexibility and self-motivation are essential.

Ability to multi-task and perform responsibilities requiring increased technical capabilities is essential.

Must demonstrate positive interactions with intra/inter departmental co-workers and maintain a positive role model image.

Exercises a high degree of control over confidential information.

Must be able to motivate staff to create an efficient and productive department. This includes training staff in any aspect of their job, encouraging professional growth, recognizing the needs of others and providing the means of satisfying these needs.

Fosters teamwork in the department.

Exercises patience, tact, courtesy and diplomacy in dealing with all levels of personnel internally and externally. Must possess the ability to train all staff with respect to the Mission, Vision and Values for Munson Healthcare.

The nature of this position's organizational contacts requires the exercise of a high degree of pleasantness, diplomacy and discretion.

Consults with Management in matters of non-routine staffing and discipline.

WORKING CONDITIONS

Works with all age groups.

Job demands are such that the ability to work a flexible schedule is required.

Works in well-lighted conditions.

Work may be subject to frequent interruptions and changing priorities.

Spends much of the day sitting.

Has daily contact and working relationship with most areas of Munson Medical Center and other Munson Healthcare facilities.

SPECIFIC DUTIES

Supports the Mission, Vision and Values of Munson Healthcare.

Embraces and supports the Performance Improvement philosophy of Munson Healthcare.

Promotes personal and patient safety.

Applies excellent judgment and communication skills to all customer/physician interactions.

This position is accountable for coordinating and facilitating the activities of Call Center Services and acting as a liaison with vendors.

In addition to the duties of a Call Center Operator (see job description), the following are required for the Call Center Specialist.

Coordinates and facilitates issues and requests with paging.

Responsible for maintaining data integrity for Munson Healthcare through collaboration with Information Systems, Human Resources, and Medical Staff Services, and external affiliates.

Performs annual outreach to each physician soliciting provider demographics information and practice data.

Maintains Munson Healthcare System directories.

Participates in training programs as new product lines are introduced.

Participates in interviewing and hiring for Call Center positions.

Participates in on-boarding and mentoring new employees.

Assists with performance feedback and reports progress to management at regular intervals.

Performs other duties and responsibilities as assigned.