APR Consulting, Inc. has been engaged to identify a Call Center Representative
Location: Portland, OR 97239
Position: Call Center Representative
Pay Rate: $ 25.22/ hr
Duration: 24 weeks
Possible shifts are: 730a-6p, 11a-930p, 130p-12am alternating 5x8s and 4x10s. Variable days including one weekend day
Mandatory sign up for on call graveyard shift if needed 1145p-815am
Job Summary:
The Call Center Representative position is critical to the success and operational efficiency of OHSU, working in a call center which operates 24 hours a day, 7 days a week, 365 days a year.
The call center is a Critical Function Unit, responding to over 6,000 incoming and outgoing calls daily for the diverse needs of OHSU’s missions; including staff, patients, general public, and external professionals conducing business with OHSU.
Representatives work with a wide variety of callers. It is imperative that the Representative properly screen vague or incomplete requests so that the call may be connected or paged, to the appropriate person or area. The Representative is generally the first impression of OHSU by the general public. Therefore, this position requires a high level of professionalism, accuracy, attention to detail, empathy, technical savvy, and customer service. Individuals must be able to multi-task, ask clarifying questions to ascertain customer needs, and thrive in a very fast paced, high-volume, non-scripted environment.
Representatives will be handling emergent calls (e.g. Code Blue/medical emergency, Code Red/Fire) and will be expected to send immediate communications through multiple modes. (phone, belt based paging, overhead paging, emergency alert notifications)
Representatives must be able to seamlessly and immediately transition to back-up/redundant systems if outages occur.
The Incumbent will observe due care, objectivity and respect for confidentiality. All employees must keep confidential what they hear and what they see when handling, reviewing, or observing: communications and records thereof (calls, email, pages, fax, etc.), data transmission, databases, or other forms of information Confidentiality extends to the identities of the parties of the communications, and even to the fact that the communication took place. When sharing information, consider whether the recipient has a true “business need to know.”
ITG employees are responsible for the security of OHSU technology. In exercising their duties, ITG employees must follow OHSU's security directives, incorporating security measures in the delivery of their everyday tasks, and are required to report security concerns to the ITG Security Engineering team.
Job Responsibilities:
- 75% of the position: Call Processing/Paging (answering, screening, routing, paging etc.)
- Use Information Systems for the following call types:
o Informational
o Emergent
o After-hours clinic and/or healthcare support
o Physician Advice and Referral Calls
o On-call and paging support
o Multiple marketing events for OHSU - Provide information to callers, including directions, addresses and hours of operation
- Paging appropriate personnel or on-call staff
- Data Entry
- Assist departments with data entry for on-call schedules or paging status
- Change/check status/referral of pagers including forwarding calls from one pager to another and blocking pagers for vacations, in-surgery, unavailable, etc.
Emergent Call Processing - Answering, coordination, and communication of numerous emergency procedures and OHSU Alerts.
- Continued Professional Development
- Participate in appropriate activities that enhance general knowledge of or ability to do assigned work. This includes, but is not limited to: attend classes, seminars, and other training forums; attend staff meetings and other informational sessions
- Other duties as assigned
Our client is one of the largest non-profit health plans founded in 1945 which offers comprehensive, affordable health coverage plans for individual & family, Medicare, employers, and large group.
This particular client is requiring that all new hires show proof of vaccination. However, accommodations may be made for those with disabilities or religious reasons who cannot obtain a vaccine.
Since 1980 APR Consulting, Inc. has provided professional recruiting and contingent workforce solutions to a diverse mix of clients, industries, and skill sets nationwide.
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
Don't miss out on this amazing opportunity! If you feel your experience is the match for this position please apply today and join our team. We look forward to working with you!