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