Lead Telecommunications Op-SEI in Kirkland, Washington at EvergreenHealth

Wange Range: $23.13 $35.47
Posted wage ranges represent the entire range from minimum to maximum. For jobs with more than one level, the posted range reflects the minimum of the lowest level and the maximum of the highest level. Some positions also offer additional premiums based on shift, certifications or degrees. Job offers are determined based on a candidate's years of relevant experience, level of education and internal equity.

Job Summary:
A lead retains the same skillset as others in the classification; in addition is directly accountable for monitoring the workflow of the call center and adjusting staffing as needed, provides coaching to staff, assists with customer escalation issues, assists with developing work schedules, giving advice and work instructions to other employees. Also, maintains administrative updates of the answering service application, troubleshoot system issues with vendor, monitors live and historical call statistics, prepares data for reporting, produces reports, trains employees, and attends and provides support for Telecom meetings.

Primary Duties:

• Process all calls within the current service level commitment.
• Answer and navigate calls with accuracy, efficiency, and courtesy using best customer service tactics and practices.
• Record and relay complete and accurate answering service message tickets, verifying all message details including correct spelling of patient name, caller name, and call back number.
• Monitor and relay, with efficiency and urgency, designated codes via the code phone and code panels by getting correct information, promptly overhead paging, and documenting for legal and statistical purposes.
• Monitor and relay designated internal Plant Operations and Security alarm panels, reporting any alarms to the Engineer on duty or Security Officer according to set procedures.
• Performs other duties as assigned.

Accountabilities/Competencies:

• Proficiency in reading, writing, comprehending and speaking English as required for business necessity.
• Accountability for HIPAA privacy and security standards within the department or assigned nursing unit.
• Must possess basic skills to use Microsoft Office, specialized software and electronic office equipment.
• Maintain and update all assigned administrative aspects of the Answering Service application including; on call editing and specials.
• Perform overhead paging based on current EvergreenHealth policy.
• Maintains the hospitals restricted access keys checking them in and out to authorized personnel and monitoring the sign-out log.
• Maintains morticians log and provide access to the log book to the nursing coordinator and funeral homes when needed. Distributes appropriate paperwork to funeral homes and medical records at time of occurrence.
• Mailroom duties as assigned to include outgoing mail processing and incoming mail sorting to appropriate departmental mailstops.
• Maintains current knowledge of postal rules and regulations to insure accuracy and cost effectiveness of mailings.
• First point of contact for Operator staff regarding EAS and Mailroom services.
• Monitor workflow of call center and adjust breaks/staffing as needed to maintain service level commitments.
• Monitor workflow of mail services and address any issues that may arise.
• Orients and trains new employees through demonstration of system and workflow processes.
• Monitors staff for customer service expectations and reports any performance/ behavioral concerns to the Manager.
• First point of contact for customer related issues and resolutions.
• Gathering of data and creation of new customer accounts.
• Provides phone coverage for call outs during day and evening shifts.
• Audit, maintain, and seek help as needed with the various technical aspects of the EAS applications/pcs; workstations, Ultracomm Fax Server failed faxes, DST changes, various paging/texting features, dial routing issues, and troubleshooting with IT Customer Support or the system vendor as needed.
• Extracts call statistics reports and brings any service level issues to the Manager.
• Helps with scheduling needs as needed/requested.
• Provides staff support to the Manager and Admin Assistant as needed.
• Excellent oral and written communications skills a must.
• Performs other duties as assigned.
• Answers inbound hospital calls and transfers them to the appropriate location.
• Answers inbound contracted physician answering service calls.
• Takes messages, typing them into computerized system.
• Places outbound calls to physician offices, pagers, on-call physicians, etc.

License, Certification, Education or Experience:

REQUIRED for the position:

• High School graduate or equivalent
• Excellent customer service skills.
• Excellent telephone skills.
• Ability to work in a team setting.
• Typing/keyboarding at a minimum of 45 words per minute.

DESIRED for the position:

• High volume PBX, answering service, call center, or medical provider office experience with a demonstrated understanding of these settings

Benefit Information:

Choices that care for you and your family

At EvergreenHealth, we appreciate our employees commitment and contribution to our success. We are proud to offer a suite of quality benefits and resources that are comprehensive, flexible, and competitive to help our staff and their loved ones maintain and improve health and financial well-being.

Medical, vision and dental insurance
On-demand virtual health care
Health Savings Account
Flexible Spending Account
Life and disability insurance
Retirement plans (457(b) and 401(a) with employer contribution)
Tuition assistance for undergraduate and graduate degrees
Federal Public Service Loan Forgiveness program
Paid Time Off/Vacation
Extended Illness Bank/Sick Leave
Paid holidays
Voluntary hospital indemnity insurance
Voluntary identity theft protection
Voluntary legal insurance
Pay in lieu of benefits premium program
Free parkingCommuter benefits

View a summary of our total rewards available to you as an EvergreenHealth team member by clicking on the link below.

EvergreenHealth Benefits Guide

This position is covered by a collective bargaining agreement between EvergreenHealth and the Service Employees International Union (SEIU) Healthcare 1199NW. Union Membership is optional.