Operator Services Specialist,Full-time, 2nd shift

Customer Service
0045142 Requisition #
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Specific Responsibilities: Politely and promptly answers and appropriately triages telephone calls in an efficient, professional manner. In accordance with telephone standards, provide exceptional customer service to callers in order to establish a positive first impression of Northwestern Medicine, while maintaining call center performance metrics Using diplomacy and discretion, appropriately triage telephone requests for medical services and contact with caregivers to determine the level of urgency/acuity and the appropriate resolution to the request. In accordance with guidelines by the Emergency Management Committee - dispatch emergency first responders, using established logarithms where available and appropriate, or by way of critical judgment, based on the clinical or other conditions described by personnel at the scene of clinical or environmental emergencies or disasters, such as Bioterrorism or Operation Triage events. Serve as liaison to physicians in support of specialist care to inpatients by providing accurate patient identification/demographics, in accordance with established response time standards. In support of Hospital safety and JCAHO Life Safety standards, monitor, test, and assess the readiness of a) emergency hotlines, b) telephone systems, c) public address, in-house, ¿Code¿ and WAN paging. Be knowledgeable of and uses a variety of resources, including but not limited to on-call schedules, directories, patient census lists, NM Intranet, websites. Provide support for the NM answering service as needed. This will require the operators to triage patient calls outside of physician office hours an determine appropriate action based upon answering service protocols. Other duties as assigned. Communication and Collaboration: Develop and maintain fluency in medical terminology and a broad understanding of services and programs available to NM customers. Interacts with management, co-workers, patients, other NM departments in such manner that communications transactions are accomplished in accordance with NMHC and departmental policy and in keeping with the Patients First and Core Values. Technology: Maintain the integrity of the database by entering and updating reference items and communicating the need for content or procedural changes to departmental manuals, as daily interaction with physicians, Hospital staff, and others brings it to our attention. Efficiency, Process Improvement, and Business Growth: Develop and maintain current knowledge of NMHC and departmental policy, procedure and services, attendance at staff meetings, and daily review of electronic and other correspondence, to ensure that our patients, families and others receive accurate and timely information. Document all transactions and submit them in accordance with departmental schedules, including but not limited to Emergency Reports, Critical Incident Reviews, Daily Shift Logs, Daily Operating Reports, Fire Control system availability logs, long distance tracking spreadsheets. EOE including Disabled and Veterans.

Required: High School Diploma or equivalent. 1-2 years customer service experience. Proficiency in computer data-entry/typing. Excellent communication skills. Desired: Additional education. Operator experience. Experience in a healthcare setting. Additional language skills.

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Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability or sexual orientation.

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