Acadia Hospital Operator

Northern Light Health
Job Description
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The Call Center Operator serves as the initial point of contact for Acadia Hospital/Healthcare's consumers via communication at the front desk and the Call Center. The front desk is responsible for greeting individuals entering Acadia Hospital and appropriately triaging requests while protecting patient confidentiality. Front Desk operators address Hospital safety through adhering to visitor protocols and monitoring security systems within the lobby.
Responsibilities preformed in the Call Center include the smooth operation and flow of calls directed to the Hospital's main line. The operator protects client confidentiality while answering inquiries and processing phone calls. He/she triages calls appropriately based on the information provided by the caller. He/She supports Hospital safety through triaging emergency facility calls and housekeeping requests at all times. He/she is responsible for monitoring alarm panels and security equipment in the call center. The operator is accountable for the telepsychiatry registration process and patient consents on a 24/7 basis. During non-business hours the call center preforms all registration functions including coordination of patient admissions and completing daily census documentation. The Call Center operator utilizes excellent customer service skills while working with patients, patient family members, and staff, exhibiting professionalism and compassion in all interactions. Performs any duties and/or responsibilities assigned by Manager or Supervisor for which qualified.
1. Mature individual who demonstrates skills normally associated with a high school education; previous experience in a call center preferred
2. Exhibits the ability to deal with crisis situations immediately with a calm and decisive manner
3. Exhibits the ability to assist and de-escalate customers by maintaining composure, working towards agreeable solutions and involving departmental leaders as necessary
4. Must be familiar with switchboard operations and electronic systems
5. Must possess good oral and written communication skills in the English language
6. Completes all mandatory education on a yearly basis.
7. Follows safety procedures to prevent injury to self and others
8. Carries assigned keys and wears work ID badge at all times
9. Refrains from the abuse of chemicals

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