Overview This position is located onsite in Keene, NH. This is not a remote position. Monday - Friday, 7:30am-12:30pm. Acts as first contact in assisting callers, patients and staff in placing, receiving calls in a 24x7 environment. Solicits sufficient information from each caller to determine nature and urgency of call-in order to refer and/or respond appropriately. Responsibilities
Receives, transfers, and places calls using appropriate telephone etiquette and standardized greeting. Exhibits superior listening skills utilizing reasoning, problem solving, quick responding, and comprehension/understanding skills. Promptly and courteously answers questions from external users and provides general information. Interacts with all individuals in a professional manner, providing attention, support, and assistance to foster an environment of exceptional customer service. Demonstrates proficient computer and telephone/paging skills. Demonstrates exceptional customer service skills. Maintains a pleasant and helpful demeanor and consistently demonstrates a professional attitude toward all internal users and external customers. Demonstrates an ability to perform with precision and accuracy and for all switchboard processes for all emergency alarms, codes, or disaster incidents. Proficient in multiple mass communication notification tools. Responds efficiently and accurately to emergency codes following designated procedures where applicable related to Code Blue, STAT Airway, STEMI, Stroke, and Trauma Team activations. Performs other duties as required or assigned Qualifications
- High School Diploma or Equivalent
- One (1) year working in a telephone-based customer service role, preferably a healthcare environment and/or one (1) year telecommunications experience required.
- Must be able to use computer/phone for extended periods of time.
- Demonstrated ability to use multiple software programs and equipment in a fast-paced environment while assisting others.
- Demonstrated communication and interpersonal service skills and ability to work both independently and as part of a team required.
- Demonstrated initiative and self-accountability with exceptional organizational and time management skills.
- Complying with D-H policies and standards for all actions related to their role
Required Licensure/Certifications