Call Center Representative
As a Call Center Representative, the incumbent's responsibilities include answering incoming lines (and emails) to the call center for Upstate Connect, Medical Answering, Transfer Center (when a nurse isn't readily available), MD Direct, Central Scheduling and the Switchboard. Utilizing extensive knowledge of Upstate Medical University services, the Representative will effectively and efficiently discern the callers' needs and appropriately assist. The Representative will provide one call resolution, demonstrating excellent customer service and problem solving skills, while assisting customers with medical answering calls, physician and service referrals, appointment scheduling, class and event registration and general information about programs, providers and services of University Hospital and Upstate Medical University. The incumbent will utilize several information systems and will interact with departments, services and providers throughout Upstate Medical University while documenting call activity using information systems. Associate's degree and two years of relevant health care or call center experience (preferably in a hospital or medical call center setting) or equivalent combination of education and experience, excellent communication and customer service skills, ability to manage multiple priorities and computer skills required. Ability to work independently, ability to provide training to new employees, knowledge of medical terminology, and bilingual skills (English/Spanish) preferred. Candidates with hands-on experience with using Multi-Line phone systems or Call Center phone systems also preferred.