Customer Service Representative

· Answer and process incoming calls in an efficient, effective, and courteous manner, following instructions and procedures necessary for answering, handling, and dispatching messages according to the information and procedures of each customer account and according to MSI standards.
· Adhere to all client policies and procedures, including but not limited to, attendance and promptness.
· Serve as a resource to less experienced staff; assist in training new hires.
· Respond to requests for direct dial numbers, department numbers, physician on-call status, and department functions utilizing an automated computerized system.
· Process calls for foreign languages and TTY following customer instructions to ensure proper billing.
· Update databases, on-call schedules, and account profiles.
· Prepare, code and process a variety of transmittals to include directory changes, physician sign-outs, pager cap code changes, account profile changes, etc.
· Ensure tasks relating to particular shifts are accomplished and documented.
· Monitor alarms on various systems; report problems to appropriate client/vendor/manager.
· Perform shift facilitator duties ensuring that essential functions of a shift are completed and handled call requests requiring special assistance and that medical emergency calls are processed properly and areas are left in clean condition at the end of shift (kitchen area).
· Assist with various customer retention initiatives (written/verbal surveys, QST, etc).
· Maintain confidentiality of customer information.
· Meet Call Center performance measures as established for Talk Time, Aux, etc.
· Perform other related duties and special projects as assigned.

BASIC KNOWLEDGE AND SKILLS REQUIRED
· Excellent verbal and written skills, ability to operate general office equipment, computerized attendant console.
· Keyboarding skills essential (35 – 40 wpm) with no more than 4 errors.
· Familiarity with medical terminology and teleservicing concepts.
· Ability to process a high volume of calls in a fast-paced environment required.
· Ability to process medical emergency calls rapidly and accurately.
· Ability to overlap and take multiple types of calls with various pieces of equipment simultaneously and must have previous shift facilitator experience.
· Ability to manage multiple tasks concurrently in stressful environments.
· Works with a sense of urgency, courtesy, and tact.
· Must be able to sit for long periods of time and work in a small office setting with limited mobility.
· Flexibility in work schedule – weekend and holiday work required.

Qualifications

High School Diploma or equivalent. One year of call center and/or experience in dealing with the general public in a customer service capacity. Three months having been in a medical or hospital call center.

Additional Information

Under general supervision, perform Service Representative duties in accordance with prescribed policies and methods. Unusual call requests, technical problems, and complex inquiries are referred to facilitator or member of management. This position is identified as critical and is an essential function in the medical community. Work may be required off hours and during emergencies. All your information will be kept confidential according to EEO guidelines.