Call Center Agent

UPMC is excited to invite you to apply for the Call Center Agent position! This flex, full-time role requires availability for all shifts, with a primary focus on 2nd shift hours. Holidays and weekends will be required depending on departments need. Apply today to join a great team and receive a robust Totals Reward package!!

Responsibilities:

• Responds to emergencies by adhering to protocols such as overhead announcements, pager notifications, phone calls, and mass notification software.
• Coordinates communication between UPMC Hamot and regional hospitals to ensure seamless patient transfers and maintain high-quality care.
• Serves the UPMC Hamot community, patients, families, and staff while safeguarding data integrity and confidentiality through both physical and electronic measures.
• Utilizes Call Center applications for efficient communication within UPMC Hamot, including call transfers, overhead announcements, patient transfers, after-hours service, staff paging, and scheduling.
• Acts as an answering service representative for multiple Specialty and Primary Care agencies, providing after-hours support and following specific protocols set by physician office management.
• Communicates customer and staff complaints or concerns to the Call Center Supervisor/Coordinator or Lead Call Center Agent for resolution.
• Manages inventory of special needs patient equipment by signing items in and out to hospital staff and maintaining accurate records.
• Repeats the role of an answering service representative for multiple agencies to ensure consistent after-hours call-out service and support, adhering to established protocols.
• Independent thinker
• Excellent communication and negotiation skills
• Ability to collaborate with diverse departments in high pressure situations

Required:

• High School graduate or equivalent. 
• Two years’ experience in a position with direct public contact providing customer service
• Working knowledge of medical terminology
• Must have computer skills

Preferred:

• 1 year of call center experience

Licensure, Certifications, and Clearances:

• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran

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