Lead Telecommunications Representative in Wakefield, Rhode Island at South County Hospital

Job Summary: Under the supervision of the Team Leader and according to specific procedures, processes all incoming and outgoing telephone calls in a timely manner with attention to quality customer service. Responsible for developing and maintaining Call Center schedule and ensuring appropriate coverage during staff vacations, holidays. Schedules new staff for their orientation and training with appropriate preceptors.

Responsibilities:

• Must follow specific protocols for when and how to contact each Doctor and other Medical Answering service clients.
• Maintains clear communication and record information essential to the department.

• Maintain a list of all events and training scheduled by the hospital and/or Doctors on staff, to assist the public after hours with the information they require. Receives disaster information, notifies proper personnel as required.
• Assistis callers in crisis to direct them to proper authorities.
• Responsible for understanding and dispatching all emergency situations via the overhead page. During an emergency, must contact appropriate people depending on the type of situation.
• Ensures that all equipment in the telecommunications area is in working order.
• Coordinates paperwork with funeral homes and floors when there is a death.
• Assists employee and visitors at the window with questions or directions.
• Asks visitors/employees to move cars illegally parked and/or call for police when accidents occur.

Reports to: Team Lead, Patient Experience and Call Center

Minimum Qualifications: College Credits, computer skills, customer service experience

Success Factors: Team player, flexibility, rotates shifts as required, including weekends, holidays, and third shifts. Responsible and able to work independently with minimum supervision. A genuine interest in meeting the needs of our patients and our community.