Support Operator Associate

About the Role

This role involves answering incoming calls in a busy call center environment, performing basic call processing, and responding to various alerts and communications.

Key Responsibilities

• Answers incoming calls in a busy call center environment.
• Performs basic call processing functions by meeting monitoring expectations and successfully completing all training evaluations.
• Accesses pertinent information using Xtend Communications windows based software with or without ACD integration.
• Responds to alarms, pages, messages, and codes.
• Contacts personnel through beeper paging, intercom announcements, and phone calls as indicated by the situation.
• Problem-solves and handles stressful situations.
• Issues patient phone numbers, conditions, or general information in accordance with HIPAA guidelines.
• Assists in maintaining logbooks and other documents and forms.

Requirements & Tech Stack

• Xtend Communications windows based software
• ACD integration (optional)
• HIPAA guidelines
• Ability to work weekends, holidays, and overtime as required.
• Availability for occasional callback support.
• Ability to handle multiple lines.
• Ability to type.
• Ability to reach.
• Ability to read various prints and alarm panels at a distance of two to three feet.
• Ability to work through loud noises.
• High degree of proficiency in verbal and written communications.
• Works in a sitting position most of the day.

Qualifications

• High School Diploma or GED required.
• Previous experience with phone work or customer service is preferred.
• Completion of a multi-week training program for main number answering, paging function operation, and emergency code and alarm handling.