UnityPoint Health Hiring for Call Center Representative Virtual Hiring Event Job at Peoria, IL Full Time

This position supports the communication needs of the Medical Center staff, Physicians and their patients, the general public and answering services, by directing all telephone traffic to their appropriate locations in an efficient and courteous manner. This position also provides paging services for announcements, emergent conditions, physicians, and personnel contacts.

Why UnityPoint Health?

• Culture – At UnityPoint Health, you Come for a fulfilling career and experience a culture guided by uncompromising values and unwavering belief in doing what’s right for the people we serve.
• Benefits – Our competitive Total Rewards program offers benefits options like 401K match, paid time off and education assistance that align with your needs and priorities, no matter what life stage you’re in.
• Diversity, Equity and Inclusion Commitment – We’re committed to ensuring you have a voice that is heard regardless of role, race, gender, religion, or sexual orientation.
• Development – We believe equipping you with support and development opportunities is an essential part of delivering a remarkable employment experience.
• Community Involvement – Be an essential part of our core purpose—to improve the health of the people and communities we serve.

Responsibilties

• Provides efficient and timely call handling
• Maintains a 95% average in answer time
• Maintains a 95% average in being in the ON position on the switchboard
• Handles the customer’s request and keeps the pace of the call moving and manages call time effectively
• Directs calls to the appropriate destination
• Determines the caller’s needs and refer the caller to the appropriate party when operational problems occur in the routine handling of telephone traffic. These occurrences are reported to the Lead Customer Service Representative or Manager for review and action
• Verifies caller identity and provides accurate information to the customer
• Demonstrates good procedures skills; knows location of policy and procedures manual
• Follows call guidelines and scripts
• Uses systems tools (faxing, paging, status’s, transfer/dial keys, etc.)

• Customer Interaction and Relationship

• Listens to and empathizes with customers; acknowledges customer concerns

• Gathers information to determine customer’s needs

• Applies problem solving skills and solved the inquiry effectively. Communicates information about the resolution of the inquiry to the customer clearly and completely

• Controls the pace and flow of the conversation

• Responds to Stats, Disasters, and Codes following policies and procedures

• Monitors and responds to access controls, panic alarms, fire computer and alarms, intercoms and CCTV monitors
• Acknowledges incoming Security calls or alarms and dispatches Security Officers to the appropriate locations
• Maintains and enhances their knowledge and capabilities during emergency and non-emergency situations, performing multiple duties rapidly, calmly, and effectively to achieve the responses needed
• Keeps abreast on all call disasters and security policies
• Contacts appropriate personnel for all codes, disasters and stats

Technical requirements

After signing up, you will be sent an email with instructions on how to connect.
Please be prepared to join the virtual interview from a quiet place using a desktop or mobile device with a working speaker, microphone, and camera. Check to see if your network connection can support an online session. A plugged in ethernet cable or a strong WiFi network signal will help avoid time delays during your conversation.

Preferred dress code

Casual (come as you are, but please be presentable)

About UnityPoint Health

UnityPoint Health is one of the nation’s most integrated health systems. Our physician-led team of professionals communicates clearly and effectively to address a patient’s health care in the most appropriate setting: whether that is a clinic, a hospital or at home. Through relationships with more than 280 physician clinics, 32 hospitals in metropolitan and rural communities and home care services throughout its 9 regions, UnityPoint Health provides care throughout Iowa, Western Illinois and southern Wisconsin

UnityPoint Health entities employ more than 30,000 employees, working toward innovative advancements to deliver the Best Outcome for Every Patient Every Time. Each year, through more than 4.5 million patient visits, UnityPoint Health, UnityPoint Clinic and UnityPoint at Home provides a full range of coordinated care to patients and families.

What is a virtual interview?

Virtual interviews help employers connect with job seekers when they are not in the same physical location. Since hiring is a human process, employers would like to talk with you online (chat, video or phone) to see if you meet the requirements for the job.