Tulane Medical Center
GENERAL SUMMARY OF DUTIES - Responsible for receiving incoming telephone calls from the community and registering them in classes or screenings offered at various participating hospitals. Also manages all incoming calls, takes messages, or transfers them as needed according to established departmental policy and procedures.DUTIES INCLUDE BUT ARE NOT LIMITED TO:
Perform all components of call processing, and adheres to Call Audit Tool.Reviews calls with Manager to meet Call Audit requirements.Performs accurate data entry at time of call.Communicates appropriately and clearly to departmental management, co-workers and callers.Treat callers with respect and dignity; ensures confidentiality of each person's data.Speak with a pleasant, professional telephone voice.Responsible for reviewing productivity stats/information as communicated by your Manager.Ensures that performance standards for hold time are met. (less than 2 minutes on average).
Ensures that performance standards for abandonment rate are met. (less than 5% of total calls received).
Ensures that performance standards for hold time are met. (less than 2 minutes on average)Responsible for knowing addresses, telephone numbers, hospital services and classes offered.Document all inquires for statistical purposes.Maintain confidentiality of all interactions.Document call tracking information.Keep self and telephone available for calls unless otherwise assigned.Accurately and completely registers callers for classes.Able to discuss with callers the hospital services, directions, etc.Ensure that call documentation meets current standards and policies.Performs other specific duties as assigned by Manager (examples include sending rosters, processing daily mail - both incoming and outgoing, calling registrants with changes, updates and cancellations, etc.)Demonstrates knowledge of eCentaurus which enables CSR to assist callers as quickly as possible.Practice and adhere to the "Code of Conduct" philosophy and "Mission and Value Statement"Other duties as assigned.
KNOWLEDGE, SKILLS & ABILITIES
Communication - communicates clearly and concisely, verbally and in writingCustomer orientation - establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectationsInterpersonal skills - able to work effectively with other employees, patients and external partiesPC skills - demonstrates proficiency in PC applications as requiredPolicies & Procedures - demonstrates knowledge and understanding of organizational policies, procedures and systemsBasic skills - able to perform basic mathematical calculations, balance and reconcile figures, punctuate properly, spell correctly and transcribe accuratelyEDUCATION
High school diploma or GED requiredEXPERIENCE
At least one year work experience required.Relevant education may substitute experience requirement