Communications Center Operator I-Full Time-Duke Medicine Operators-DHTS-Durham
Duke University Health System
Location: Durham, North Carolina
Internal Number: 139394
Duke Health Technology Solutions is a robust, specialized division of Duke University Health System dedicated to the development and management of enterprise IT systems.
A 2018 'Most Wired' health system, Duke is nationally recognized for IT and information management as the first healthcare system to achieve the Davies Award – highest honor by the Healthcare Information and Management Systems Society (HIMSS) – for inpatient, ambulatory, and analytics health information technology capabilities. Our employees are among the top-skilled IT experts in the Triangle and partner with leading scholars, clinicians, and researchers across Duke University and Duke Health to develop innovative technologies that support our mission of delivering tomorrow's healthcare today.
Call center agent needed for major university and health system in a 24/7 operation. Responsible for answering telephone calls from the public and internal university/hospital system, facilitating communications throughout the hospital system using multiple communication tools and systems. Serves as the Information Center for staff, physicians and the community.
The Telephone Operator / Communication Clerk is responsible for answering all calls, scheduling appointments, and taking messages. Knowledge of business office procedures. Grammar, spelling, punctuation, and typing skills. Skill in answering the telephone in a pleasant and helpful manner. Ability to speak clearly and concisely. Ability to read, understand, and follow oral and written instruction. Ability to sort and file materials correctly by alphabetic or numeric systems.
Responsible for answering telephone calls from the public and internal university and hospital systems, facilitating communications throughout the institution using multiple communication tools and systems. Serve as the Information Center for staff, physicians, and the community
Manage calls and information flow in a 24/7 in a large university and medical center setting
Must have prior switchboard experience
Knowledgeable with word processing skills using current version of Windows
Be able to perform multiple tasks simultaneously, have excellent communication skills (good listening skill and clear diction)
Must have good judgment and decision-making skills (particularly in emergency situations, integrate new information quickly, self-motivated to find information needed and to work with the team.
Customer service, confidentiality, strong comfort level with computers, basic knowledge of health care and medical terminology are essential.
Answer calls on a multi-line system, determine the caller's need, and transfer the call to the appropriate department. May need to research within software database to determine how to assist the caller (department referrals, physicians, appointment line, etc.)
Having a clear, professional speaking voice and providing excellent customer service to all customers are key!
Must also have prior experience answering and routing calls using a multi-line phone or system and must be comfortable using a computer for research/emails and learning new systems.
Screen telephone calls to ensure routing to the appropriate department or individual.
Ability to talk and type simultaneously
Typing speed of 40 WPM minimum with 90% accuracy
Excellent Customer Service skills
Exceptional phone etiquette
Have a positive attitude
MS Office knowledge a plus
Spanish bilingual a plus
High school education or GED
At least two years medical office experience required.
One year office switchboard experience required.
Basic computer and keyboarding skills required.
Must be available to work flexible days and hours.
1-year minimum working experience in a Community Based Organization or Customer Service.
Proficiency in written and verbal English and targeted language.
Exceptional customer service skills.
Pleasant telephone manner.
Proficiency in PC/MAC – working knowledge of Microsoft Office applications,
Ability to prioritize assignments to complete work in a timely manner.
Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.
As a world-class academic and health care system, Duke Health strives to transform medicine and health locally and globally through innovative scientific research, rapid translation of breakthrough discoveries, educating future clinical and scientific leaders, advocating and practicing evidence-based medicine to improve community health, and leading efforts to eliminate health inequalities.