What are the responsibilities and job description for the Telecommunication Center Representative Full Time - Onsite - Day/Evening Rotation Downtown Richmond, VA position at VCUHSA VCU Health System Authority?
Telecom Center Representative establishes and maintains good customer relations with the general public, potential clients, caregivers and fellow employees of the VCU Medical Center. This role functions performed by incumbents in this position include, but are not limited to Emergency Communications, Patient Information, Physician Information, Clinic and Medical Center Information, Paging/Beeper Information and other related services. This role also demonstrates compliance with all local, state and federal laws and regulations, including JCAHO standards and VCUHS policies and procedures. Licensure, Certification, or Registration Requirements for Hire: N/A Licensure, Certification, or Registration Requirements for continued employment: N/A Experience REQUIRED: Minimum of three (3) years experience in telephone-based customer service which may include direct interaction with both inbound and outbound customers via telephone, email, text message, fax, pager and other communication devices Previous clerical/office technology experience Minimum of two (2) years experience using a personal computer and typing 45 WPM (typing test may be required) Previous experience with a variety of software applications including word processing, spreadsheets, database, e-mail, etc. Experience PREFERRED: Previous experience preferably in a very active Call Center environment Previous experience using medical terminology Previous experience as an Emergency Medical Dispatcher/911 Dispatcher Education/training REQUIRED: High school diploma or equivalent Computer courses and/or software application training Education/training PREFERRED: Completion of some college course work IDX or similar scheduling systems training Experience with database software Experience with Cerner or similar electronic medical record system Training as an Emergency Medical Dispatcher (EMD) Independent action(s) required: Answers incoming phone lines and routes calls appropriately. Provides emergency assistance to hospital personnel and the general public. Pages physicians and other VCUHS employees. Supervisory responsibilities (if applicable): N/A Additional position requirements: All representatives may be required to work some shift rotations or overtime to maintain staffing requirements and service levels. Representatives are required to work every other weekend and scheduled holiday hours. Age Specific groups served: All Physical Requirements (includes use of assistance devices as appropriate): Physical: Lifting less than 20 lbs. Activities: Prolonged sitting, Repetitive motion Other: Keyboarding Mental/Sensory: Strong recall, Reasoning, Problem solving, Hearing, Speak clearly, Write legibly, Reading, Logical thinking Emotional: Fast pace environment, Steady pace, Able to handle multiple priorities, Frequent and intense customer interactions, Noisy environment, Able to adapt to frequent change This position is evening shift Varies by Need (United States of America) EEO Employer/Disabled/Protected Veteran/41 CFR 60-1.4. Who We Are Inventing better care, day by day by discovery Sound outrageous? It absolutely is. Sound impossible? That’s never stopped us before. Sound like hard work, intense research, collaboration with experts around the world, sheer brainpower meets unrelenting willpower? That’s. Exactly. Right. We’ll do whatever it takes to offer the best in care and empower the best in quality of life. And it’s an approach that works — whether it’s a patient who undergoes a new, life-saving procedure or a clinical researcher who finds promise in a new cancer treatment, exciting new medicine is happening at VCU Health. We have it all: • One college and four health sciences schools • An academic medical center • A Level I trauma center • One of only two NCI-designated cancer centers in Virginia • The region’s only full-service children’s hospital • More than 800 physicians in 200 specialties • With a community health center, dedicated research teams, facilities and valued partners in every field Our medical teams are top notch. And we’re not too shy to boast of internationally known physicians, some recognized as the best in the country, top-ranked local specialists and all-around all-stars at every level. From our very first years to our most recent advancements, we are driven to learn more, dig deeper, teach passionately and never rest in order to be a true leader in discovering what’s possible in health and recovery. We are a comprehensive system of care and a pioneer of health. Read VCU Health Year In Review for more about our accomplishments.
