The main duties include, but, not limited to, answering and re-directing, on a yearly average, over 1 million incoming telephone calls to the UCLA Medical Centers, provide Patient Information, Department Information and On Call Schedule information as requested by callers. Process routine and emergency calls. Activate and dispatch emergency response personnel for all Hospital and Ambulatory Areas for emergencies and disasters. Handle calls for Faculty Answering Service clients; handle overflow call support for the ISS Customer Care line. Handle routine and emergency calls for the Health Systems Support Services Center. Monitor and report various Emergency Alarm Systems as well as triage and report all Elevator Malfunctions. Process urgent messages for the Radiology Department for Critical Test Results. As the first point of contact for incoming calls to the medical center, it is expected that all Customer Service Initiatives are followed and adhered to at all time. It is also expected that all departmental and hospital policies, which include Operational, Technical and Emergency protocols, are followed.
Experience Needed:
Excellent customer service skills.
Excellent listening skills.
Excellent attention to detail skills.
Excellent verbal and written communication skills.
Skill in communicating effectively with individuals at all levels.
Ability to speak clearly and distinctly, using proper English to communicate with public and UCLA Staff in a concise and informative manner.
Ability to write neatly and use proper grammar and punctuations.
Ability to work in a fast paced, high call-volume setting.
Ability to prioritize and multi-task several duties at the same time.
Ability to identify and escalate priority issues.
Ability to remain calm and effectively during emergency situations.
Ability to handles all situations in a courteous, professional manner exhibiting excellent customer service skills at all times.
Ability to work on a self-directed basis with minimal supervision.
Ability to easily adapt to evolving departmental and hospital policies and procedures.
Ability to work overtime, Weekends, Holidays and Night Shift, when necessary.
Ability to perform repetitive tasks while sitting at a computer workstation for an extended period of time.
Ability to take on additional tasks and duties as requested by Management, when needed.
Proficient in operating a PC and navigating the Internet.
Proficient in Microsoft Office (Word, Excel, Outlook, SharePoint)
Knowledge of medical terminology is preferred.
Call Center Experience Preferred
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