Call Out Operator Job Description Sample
Call Center Operator - 2Nd Shift, Melbourne Enterprise Call Center, Part Time
The Operator is responsible and accountable for providing Quality / No Harm, Customer Experience, and Stewardship by providing accurate, timely and efficient telehealth services including, but not limited to, telephonic inquiries and assistance for patients, family members, visitors, physicians, associates, Health Plans' members, general public; physician referrals and physician after-hours call service; and general
information from the general public.
To receive inbound calls and make telephonic connections for internal and external callers who reach one of the multiple telephone lines routed through the Call Center and seek: information about patients, departments or patient care units; information about healthcare services or general health advice that may be available at Health First or elsewhere in the community; an on-call medical staff member or a Health First physician; a representative of Home Care, Health Plans, the Hospitalists service.
Exchange information and manage callers in a courteous and professional manner, even when dealing with callers who are demanding, emotionally distraught and discourteous.
Process hundreds of calls within a work shift while creating caller satisfaction.
Use effective communication skills and good judgment in interacting with callers/patients to correctly appraise individuals needs and capabilities in order to successfully facilitate information exchange and make appropriate telephonic connection.
Following established call management guidelines perform complete, accurate and timely computer data entry and call interaction documentation according to department documentation standards.
Accurately maintain the on-call ED physician schedule in IntelliDESK as well as the individual schedules.
Page emergency codes within 60 seconds.
High School graduate, some college preferred.
Proven track record of successfully multi-tasking in a fast-paced environment
Call Center Operator
TechOp Solutions is seeking to identify personnel to provide Call Center Operations expertise in support of the Immigration and Customs Enforcement Office of Enforcement. We are building a team of talented professionals that possess the experience, vision, commitment and integrity to successfully support the strategic goals in providing efficient productive Call Center Operations.
- Conducts Call Intake for all ECCO phone lines and Operator call analyses functions as directed by the SOP and call center leadership
- Stands ready to answer incoming calls in a timely manner from detention facilities and other stakeholders
- Quickly establishes rapports with callers, asks probing questions to identify concerns, and applied knowledge of immigration enforcement/detention to assessing caller concerns. Responsible for making database and manual queries related to individuals in ICE detention or other persons in immigration proceedings received
- Logs relevant call information into a web-based case management or CRM system.
- Works cases to be referred to an ERO Officer/Agent, ERO field offices or ICE headquarters offices for follow-up review and action
- Accesses third-party telephonic interpreter service provided by ICE, when appropriate
- Provide back-up to the HQ Entry level Data Analyst/Consultant 2 to process entry level data entry and analysis for ERO.INFO, ERO.JIC, and any other Intake mailboxes when needed.
- Must have intermediate skills in Microsoft Excel, and Word
- Must perform at the minimum call intake performance levels established by the COR
Bachelor’s Degree and two years of related experience; or an Associate’s Degree with three years of related experience; or five years of related experience if no degree
- Experience in responding to requests for information, conducting searches in government databases, and searching automated systems for data and developing concise summaries with decision points under tight deadlines.
- Bi-lingual (a minimum proficiency of a 2+ in Interpretation Performance according to the Interagency Language Roundtable Scale or its equivalent) Spanish and English required.
- Excellent reading comprehension, writing and communication skills.
- Ability to work independently and to manage and prioritize multiple work assignments
- Law enforcement experience or experience in interpreting and applying immigration law is preferred
Call Center Operator
Intralot, Inc. is engaged in the supply of integrated gaming and transaction processing systems, innovative game content and value added services to state licensed gaming organizations. Based on its extensive know how, advanced product development standards and substantial experience in operating lottery games, Intralot, Inc. offers custom-made integrated solutions, which ensure maximum efficiency and absolute security.
Games Library includes more than 400 types of games: Numerical Lotteries, TV Lottery Games, Sports Lotteries, Fixed Odds Betting, Instant Lotteries, Pari-mutuel, Video Lottery and Monitor Games.
Education, Training and Experience
High school diploma or equivalent training and experience.
One (1) year prior related customer service experience, preferably in a technical call center environment
Call tracking system experience preferred
Knowledge, Skills and Abilities
Knowledge of tracking software
Technical customer service skills
Strong analytic skills
Ability to learn Intralot, Inc. software and hardware applications as applied to the Call Center Operator position
Ability to work in a team environment
Ability to troubleshoot
Ability to explain technical information to a non-technical client
Strong verbal and written communication skills
Understanding of help desk operations, tools, methodologies and processes
Duties and Responsibilities
Under the direct supervision of the Call Center Manager, performs the following duties and responsibilities. Other miscellaneous duties may be assigned.
Manages inbound phone calls from Lottery retailers
Effectively troubleshoot equipment and related issues or problems in response to inbound retailer calls, inquiries, or questions
Dispatch technicians as appropriate for on-site repairs
Employment Eligibility Verification
Must possess valid documentation to establish identity and U.S. employment eligibility.
Submission to, and ability to pass, a thorough pre-employment background check by the required State or District Lottery and Intralot, Inc. is a requirement of employment. A pre-employment drug screening is also a requirement.
Scheduler- Call Center Operator II
Scheduler- Call Center Operator II
Roanoke, VA, US, 24015
Serves as a central link of communication between Carilion Clinic, patients, medical staff and the general public. Answers calls and responds to information and messaging requests for eight hospitals and 1200 healthcare practitioners and their practices.
Focuses on quality and positive solutions. Communicates respectfully, demonstrating compassion and understanding in response to patient and customer requests/needs. Makes appropriate decisions, reasoning, and problem solving to address complex call scheduling issues and messaging of providers related to patient care.
Be at your best with an organization that equips you to do so. Whose people unite in making lives better.
At Carilion Clinic, we help communities stay healthy and our region grow stronger through compassionate care, medical education and research, and neighborhood outreach. As part of our team you can expect professional stability, strong technological resources, and the advancement potential of a regional leader.
Based in Roanoke, VA, we are an award-winning, community-based network of hospitals, primary and specialty physician practices, and affiliations with prestigious academic medical institutions. Explore how joining a regional leader can enhance your ability to learn, grow, and succeed.
Education: High school diploma or equivalent required. Associates Degree or continued administrative education preferred.
Experience: Three years experience in a customer service or call center position, preferably in a healthcare.
Other Minimum Qualifications:
Must be customer driven.
Minimum typing speed of 35 words per minute. Ability to work with diverse groups under stressful conditions. Ability to process a high volume of calls in information and technologically intensive environment.
Effective multitasking is essential. Knowledge of medical terminology and Microsoft software applications preferred. Bilingual preferred.
Below are our core values that we strive to embody and expect of all our team members:
CommUNITY: Working in unison to serve our community, our Carilion family and our loved ones.
Courage: Doing what's right for our patients without question.
Commitment: Unwavering in our quest for exceptional quality and service.
Compassion: Putting heart into everything we do.
Curiosity: Fostering creativity and innovation in our pursuit of excellence.
Requisition Number: 25389
Employment Status: Part Time
Location: Park View
Shift Details: Monday- Friday; 8:00 a.m. - 12:00 p.m.
Recruiter: JASON A BISHOP
Recruiter Phone: 540-983-4039
Recruiter Email: JABishop1@carilionclinic.org
As a not-for-profit organization, we pride ourselves on investing in our employees and the communities we serve.
Our employees strive to provide quality care in serving over 1 million residents in Virginia while living and growing their careers in the country's most livable cities and towns.
Headquartered in Roanoke, Va., Carilion Clinic is a robust system of small and large award-winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, multi-specialty physician practices, and The Virginia Tech Carilion School of Medicine and Research Institute.
Equal Opportunity Employer
Minorities/Females/Protected Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity
Carilion Clinic is a drug-free workplace.
Nearest Major Market: Roanoke
Job Segment: Call Center, Neurology, Orthopedic, Medical, Clerical, Customer Service, Healthcare, Administrative
Call Center Operator
GED or High School Diploma required
An individual who is responsible for maintaining accurate on-call scheduling for all RSFPP physicians, serve as primary point of contact for RSFPP physician practices during off-hours (including contacting on-call physicians when protocol requires), perform financial reconciliation/Payment Research, appointment scheduling, insurance verification, coordination of precertification (for referrals to specialists, etc.), acceptance of payment for new patients and class/event registrations. Individual is also responsible for providing accurate and efficient telehealth services including, but not limited to: general information, provider referral, class registration and client assistance to patients or health plan members. The candidate upholds the standards and strategic goals of the company wide Customer Services program and promotes quality service.
THIS POSITION IS LOCATED ON PALMETTO COMMERCE PKWY IN LADSON
Education: High school diploma
Experience: Two years recent customer service experience or related healthcare experience to include at least one year call center experience or telephone customer/patient service experience. Familiarity with medical terminology preferred.
Primary Source Verification (if applicable): N/A
Types 40 wpm.
Knowledge of medical terminology. Intermediate personal computer skills and comfort with Microsoft Windows operating system; database and word processing software preferred. Strong verbal and written communication skills including good voice quality; good diction and articulation are required.
Demonstrates active listening skills. Good problem solving skills. Demonstrates ability to handle multiple tasks at the same time.
Demonstrates good teamwork. Positive, enthusiastic, helpful personality.
Other: Ability to work autonomously and exercise independent judgment.
Must be detail oriented and possess good organizational skills. Must maintain strict confidentiality of patient information.
Call Center Operator
Schedule: M-F 8-5Duties:Provides various office and location support activities. Identifies, enhances and follows specific processes and procedures to maximize the efficiencies of the business to which the support is being provided; ensures the correct functioning of facilities, office and/or business support services. Assists in the efficient management of administrative programs and related services to employees, retirees, spouses, business associates, and eligible dependents. Develops competence by performing structured work assignments. Uses existing procedures to solve routine or standard problems.Apply Today!If you are interested in this exciting opportunity, please apply to this posting with an updated resume. Then follow up with Julia Utsinger at JULU322@kellyservices.com or call me directly at 630-424-3689Questions? Chat with me now: https://flashrecruit.com/user/JuliaUtsingerWhy Kelly®?At Kelly Services®, we work with the best. Our clients include 95 of the Fortune 100™ companies, and more than 70,000 hiring managers rely on Kelly annually to access the best talent to drive their business forward. If you only make one career connection today, connect with Kelly. \rAbout Kelly Services® \rAs a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners. Revenue in 2017 was $5.4 billion. Visit kellyservices.com and connect with us on Facebook, LinkedIn and Twitter. \rKelly Services is an equal opportunity employer including, but not limited to, Minorities, Females, Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is committed to employing a diverse workforce. Equal Employment Opportunity is The Law. ]]
Call Center Support Operator I Medina Hospital 8:30 Pm To 5:00 Am
Answers and processes medical emergency codes for the Cleveland Clinic enterprise using prescribed protocols and procedures in conjunction with the Critical Care Response Committee. Answers and provides information to inbound and internal callers by accessing electronic alphabetical, geographical directories and then transferring the caller to the appropriate destination site. Answers and processes after business hours patient and emergency internal calls to physicians using prescribed protocols and procedures. This position is 3rd shift 8:30 pm to 5:00 am
Answers internal medical emergency calls, prioritizes calls, determines type of response, and dispatches calls accordingly following prescribed protocols established by Critical Care Response Committee, including providing non-life threatening medical instructions. Relays information to and from emergency sites to all individuals or groups requiring notification.
Answers and processes requests for crisis intervention team and other emergency codes using prescribed protocols in conjunction with the Emergency Management Team.
Answers and processes after hours' patient emergency messages to physicians using prescribed protocols.
Answers inbound calls, searches database or reference material to obtain needed information to transfer caller to appropriate destination within established metrics and productivity standards.
Offers special assistance to persons who are unable to dial or who are in emergency situations; provides relay service for hearing impaired callers.
Answers routine questions about the organization using electronic database and reference material; suggests and checks alternate spellings, locations or listing formats for callers lacking details or complete information.
Performs various data entry tasks, such as updating application database, phone directories and other electronic reference material.
Other duties as assigned.
- High School Diploma or GED required.
- Emergency Medical Dispatcher (EMD) certification by the International Academies of Emergency Dispatch (IAED) preferred.
Complexity of Work:
Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate and not interrupting at inappropriate times.
Customer Service: The ability to provide excellent service to all callers regardless of the situation.
Social Perceptiveness: Being aware of others' reactions and understanding why they react as they do.
Communication: Excellent verbal and written communication skills.
Stress: The ability to handle stressful situations and function under pressure with minimal supervision.
Proactive and Initiative: Using good judgment to assist and help all callers.
Developing and maintaining cooperative work relationships with others.
Using computers and computer systems, including hardware and software.
Ability to assist in training and teaching of others.
A minimum of 1 year of call center or telephone operator experience.
Experience in health care or a related field preferred.
Bachelor's Degree may substitute for the experience requirement.
Manual dexterity sufficient to operate telecommunications console.
Requires frequent sitting, audible speech and hearing, normal or corrected vision.
Personal Protective Equipment:
- Follows standard precautions using personal protective equipment.
The policy of Cleveland Clinic and its system hospitals (Cleveland Clinic) is to provide equal opportunity to all of our employees and applicants for employment in our tobacco free and drug free environment. All offers of employment are followed by testing for controlled substance and nicotine. Job offers will be rescinded for candidates for employment who test positive for nicotine. Candidates for employment who are impacted by Cleveland Clinic's Smoking Policy will be permitted to reapply for open positions after 90 days. Decisions concerning employment, transfers and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law. Information provided on this application may be shared with any Cleveland Clinic facility.
Cleveland Clinic is pleased to be an equal employment employer: Women/Minorities/Veterans/Individuals with Disabilities
Call Center Operator II / 20 Hours / Evening / BWH Food Service
GENERAL SUMMARY/ OVERVIEW STATEMENT:
As a member of the Room Service team, the individual will be tasked to assist and deliver in a pleasant, friendly and timely manner patient specific high-quality food and exemplary service to patients, guests, and staff.
This position requires working with and assisting other members of the Room Service team and Hospital staff to ensure that all patients receive prescribed foods, and guests and staff receive requested food following Federal, State, Local and hospital sanitation and safety procedures. As outlined in the Food Service Department's HAACP program.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
1.Act as a liaison to food service for the patient, family and staff. Tasks as liaison: explaining the meal selection process; assist menu selection of patients according to prescribed diet order. To assure patients fed within 45 minutes of ordering the meal.
2.To communicate on the telephone in an efficient, pleasant and respectful manner, even during periods of high call volume, in order to assist patients and guests with their meal service selections. At peak time, a call center operator answers the phone and immediately enters a complete order into the Computrition system. A call center operator's average call time will range between 1 1/2 - 2 minutes.
3.To review therapeutic diet orders and modify the patient's order to meet the diet order parameters while attempting to honor the patient's request and be aesthetically pleasing.
4.To speak with the patient, family member(s) or nurse to explain needed modifications regarding meal orders. To communicate changes and if possible find a satisfactory substitution. To assure a nutritionally balanced meal that meets the dietary restrictions of the patient's diet order.
5.Communicate on the phone or in person to patients, staff, and guests according to department scripting policy and procedures.
6.To communicate patient diet order issues to the Call Center Operator Lead, Diet Tech or clinical dietitian when policy mandates.
7.Identify patients who are not able to place an order via telephone or who have not ordered their meal. Interact with patient family and nursing to enter a complete order in Computrition. Facilitates the meal service or communicate via Computrition the reason for refusal.
8.Acts upon patient, family, or staff meal service requests. These requests may include contacting and following through with the clinical dietitian regarding diet order issues or supplement changes, or room service team members to resolve meal service issues or handle special requests. When necessary escalating requests to management
9.Manage patient nourishment, supplement and tube-feeding delivery.
10. Proficient using the Computrition according department policy and procedures and maintains accurate and updated patient information via the electronic diet office system.
11. Manages difficult or emotional situations and responds promptly to patient needs.
12. Pickup diet order sheets from nursing stations and receive verbal diet order changes. Adhere to department policy and procedures when receiving a verbal diet order.
13. For administrative and tracking purposes, monitor, collect and/or record operation specific data.
14. Assist in orientation and on-the-job training of new Call Center Operators and Dietetic Interns.
15.Read hospital email periodically throughout the day to remain up to date on patient and policy and procedures information. Use hospital work stations and email according to hospital policies and procedures.
16. Perform duties of the Call Center Operator I when necessary.
17. May participate in tray delivery and pickup.
18. Adhere to departmental and hospital policies and procedures and other foodservice regulations at all time.
19. Participate in and monitor, according to preset criteria, sanitation and safety procedures – including HACCP program.
20. Perform all other duties as assigned
1.Knowledge of specialized diets and menus
2.The position requires the ability to read, write, speak and communicate in English, to follow and give oral and written instructions, to be able to communicate with patients, hospital personnel, and co-workers. This level is normally acquired through completion of a high school education.
4.Associate degree as a diet technician (or 3 years experience working in a diet office setting) A basic supervisory course is strongly recommended.
5.Customer service and/or call center experience required
6.Healthcare setting experience strongly preferred
7.Knowledge of the food and restaurant regulations set by the federal, Massachusetts and Boston City Health Codes and Joint Commission on the ccreditation of Hospitals.
8.Must have computer skills and basic mathematics knowledge
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:
1.Must be pleasant and friendly, flexible, hard-worker, and work well with others.
2.Must have good hand-eye coordination, good manual dexterity and a good attention span.
3.Must have good attention to detail and problem-solving skills
4.Must have the ability to communicate well in order to discuss semi-complex and involved information with other employees, staff members, patients or general public in a sensitive manner.
5.Must be able to maintain confidentiality of patient information obtained through the hospital computer system and employee information obtained from employee files.
6.Must be able to adhere and enforce new or updated policies and procedures.
7.Registered Diet Technician credentials a plus.
9.Ability to read, write, and speak another language is a plus.
8.Must be able to talk on the telephone to patients, guests, and staff in a pleasant, respectful manner.
9.Must be able to multi-task and handle pressure particularly associated with time constraints due to delivery requirements.
10. Knowledge of computerized diet order systems, Windows, Outlook, Word and Excel spreadsheet.
1.Fast paced busy call center environment with close-set cubicles.
2.Possible on feet for part of the day (50%) and long periods of time sitting.
3.Involves occasional lifting of items up to 25 lbs., pushing and pulling food carts.
4.Works in heated and air-conditioned office, patient floors and kitchen.
5.Work involves occupational risks commensurate with work hazards and physical requirements, i.e., wet slippery floors, chemical solutions, handling hot water and soup (180-190 degrees), frequent bending and tray handling.
6.Consequence of errors ranges from no harm to serious harm such as incorrect trays to patients, injured employees and broken equipment.
7.Work involves rotating shifts as early as 6:00 AM to as late as 9:30 PM, required to work weekends and holidays.
HOSPITAL WIDE RESPONSIBILITIES:
Works within legal, regulatory, accreditation and ethical practice standards relevant to the position and as established by BWH/Partners; follows safe practices required for the position; complies with appropriate BWH and Partners policies and procedures; fulfills any training required by BWH and/or Partners, as appropriate; brings potential matters of non-compliance to the attention of the supervisor or other appropriate hospital staff.
Call Center Lead Operator
Work Schedule is Weekdays from 8:00 am to 5:00 pm
The Call Center Lead Operator responds to inquiries from plan members concerning prescription drug claims, drug coverage options, and prescription drug plans.
This is a provisional position. Provisional positions are funded by external grants or contracts with established end dates. When the grant expires or is not extended, the provisional position will be eliminated. Employees in provisional positions may apply for other positions at UAMS when their provisional position ends.
UAMS offers amazing benefits and perks:
Health: Medical, Dental and Vision plans available for staff and family
Holiday, Vacation and Sick Leave
Education discount for staff and dependents (undergraduate only)
Retirement: Up to 10% matched contribution from UAMS
Basic Life Insurance up to $50,000
Career Training and Educational Opportunities
Concierge prescription delivery on the main campus when using UAMS pharmacy
Salary offered commensurate with experience.
Handles incoming calls concerning pharmacy benefits questions.
Addresses questions that do not require a pharmacist's involvement (drug coverage rules, co-payment/deductible information, general benefit design questions, etc.).
Documents phone call encounters.
Assists staff in receiving and processing faxed documents related to the Employee Benefits Division (EBD) Health Plan.
Participates in regular training sessions related to EBD's pharmacy benefit so that accurate and timely information can be provided on all calls.
Participates in the ongoing development of comprehensive member communication strategies to enhance knowledge of the pharmacy benefit for EBD's members.
May perform other duties as assigned.
High School diploma/GED PLUS two (2) years of customer service call center experience
Intermediate proficiency in MS Office (Internet Explorer, Excel, Word, PowerPoint and Outlook)
Excellent communication skills and phone etiquette
Ability to work independently
UAMS is an Affirmative Action and Equal Opportunity Employer of individuals with disabilities and protected veterans and is committed to excellence.
Physical RequirementsStand: OccasionallySit: FrequentlyWalk: FrequentlyBend, crawl, crouch, kneel, stoop, or reach overhead: NeverLift, push, pull, carry weight: 10 lbs or less
Use hands to touch, handle, or feel: ContinuouslyTalk: ContinuouslyHear: ContinuouslyTaste or smell: NeverRead, concentrate, think analytically: ContinuouslyPhysical Environment: Inside Office EnvironmentNoise Level: ModerateVisual
Call Center Operator
Paragon Communications Solutions, Inc. (PCSI)
Paragon Communications Solutions, Inc. (an Xator Corporation National Security Solutions Company) is a niche provider of strategic tactical field communications, electronic countermeasures, and Counter-Unmanned Aerial Systems capabilities to the Federal Government.
Active TS/SCI clearance with a polygraph is required.
We offer competitive compensation packages with plenty of opportunity for advancement.
Full-time employees are eligible on the 1st day of the month following their date of hire. Employees receive an automatic 3% of gross earnings every pay period. Employees are vested immediately.
Paid Time Off
- Paragon is able to offer 20 days of leave to new employees. In addition, we recognize 10 paid holidays per year; all of which are floaters and may be taken on its designated date or on any day following.
Call Center Operators Northern Virginia
Call Center Operators will provide professional telephone operations support to answer and manage incoming calls from a variety of sources. All customer service support personnel must provide professional, courteous, resourceful support to all incoming calls. Personnel must be proficient in relevant computer applications, customer service principles and practices, call center telephony and technology, data entry, and clerical processes.
Requires excellent interpersonal skills and the ability to develop relationships with customers, coworkers and colleagues.
Must be able to work easily with non-native English speakers and pay close attention to details.
Must have the ability to adapt to changing work requirements, multiple tasks and priorities, and be able to exercise discretion.
Prior call center experience managing a high volume of incoming calls is desired.
Paragon Communications Solutions, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.
For additional information about Paragon Communications Solutions, Inc., Xator Corporation or the position, please email John at firstname.lastname@example.org
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