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Call Center Agent

Catholic Health Initiative

This is a Full-time position in Tacoma, WA posted March 9, 2021.

OverviewCHI Franciscan has exciting and rewarding careers with competitive salaries and benefits. We are a family of hospitals, health care services, and medical providers delivering compassionate care to people throughout the South Puget Sound. We are part of Catholic Health Initiatives, one of the largest not-for-profit health care systems in the country.Our mission is to deliver high quality care that meets our patients’ medical needs while providing emotional and spiritual support to patients and their families. We believe this three-part approach – physical, emotional, and spiritual – is essential to healing the whole person. Come join our team!ResponsibilitiesJob Summary:This role is responsible for performing customer-facing administrative support duties associated with hospitals, clinics and ancillary areas within CHI Franciscan and additional CommonSpirit Health system facilities in accordance with established protocols/procedures, customer service standards and department metrics.The duties include 1) answering inbound clinic calls (24/7) and phone calls for hospital callers; 2) promptly answering medical and safety emergency response calls for CHI Franciscan hospitals; 3) gathering/validating patient information following routine procedures for clinic/ancillary unit; 4) conveying accurate patient information to clinical staff; 6) handling messages for clinic/ancillary and providing information to patient care clinical teams; and 7) handling on-call provider paging and follow-up.The responsibilites require sound knowledge of telephone etiquette standards and the application of strong customer service skills. It also requires the ability to manage difficult caller situations, respond promptly to caller needs, adapt quickly to changing technology and/or work demands/delays, to meet or exceed department metrics, and follow established protocols/procedures.Essential Job Functions:* Answers after-hours clinic calls for multiple locations within the organization.* Assists clinic callers based on customer service standards employed during regular operating hours.* Manages patient and customer concerns to optimize their care and streamline the clinic support for the customer.o Operates multiple IT systems to assure message delivery to clinical personnel.o Gathers and validates patient information and concerns to assure message content and patient identity are accurately conveyed to clinical staff.* Assists callers to reach the appropriate resourced based on the nature of the call.* References existing protocols and procedures to contact providers appropriately.* Answers all inbound calls in accordance with established procedures and metrics.* Maintains proficiency in the use of telecommunications hardware, software and PBX platform as well as multiple IT applications.* Initiates response to “codes” and emergency alarms transmitted from multiple sites/locations.o Responds to callers to assure correct location.o Makes emergency announcements according to hospital-based policies and creates/sends written information via multiple communication platforms for quick action.* Makes short-notice adjustments (e.g. changes to on-call schedule, reassigning pagers, updating patient locations, etc.) to system-wide shared databases to assure accuracy of on-call clinical staff.QualificationsEducation/Work Experience Requirements:One year of related work experience (preferably in a call center environment) that demonstrates attainment of the requisite job knowledge skills/abilities. Experience in a healthcare environment is preferred.

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