Call Center Representative - Cook Children's Health Care System : Job Details

The Call Center Representative (CSR) is responsible for providing accurate and professional information verbally and in writing to clinicians, staff, patients, their families, and the general public on behalf of various hospital departments and physician offices in a 24x7 environment. Responsibilities include communication via telephone, email, chat, and monitoring life safety equipment and alarms, responding through appropriate protocols such as overhead paging, alpha/numeric paging, or telephone calls. The role requires computer literacy, multitasking, and the ability to learn multiple software applications. Collaboration with IT and hospital departments is essential for success.

Schedule:

Qualifications:

• High School diploma or GED required.
• One-two years of previous Call Center experience required.
• Preferred experience includes bilingual (English/Spanish), prior Level I Help Desk experience, troubleshooting, and probing skills.
• Excellent communication skills with a strong command of English; bilingual preferred.
• Outstanding listening and problem-solving abilities.
• Ability to multitask under stress.
• Strong problem resolution and follow-up skills.
• Creativity and diplomacy in resolving unusual or adverse situations and dealing with difficult customers.
• Ability to work effectively under stress, including varying shifts, holidays, weekends, and overtime in a 24x7 environment.
• Typing speed of at least 30 WPM.
• Proficiency with technology (PC/Laptop/Scripting System) and demonstrable ability to use it.
• Healthcare experience preferred.
• Certifications like A+, ITIL, STI, CIAC, ATSI or similar are preferred.