Switchboard Operator (Casual)

Nemours is looking for customer-service oriented individuals to join its growing Switchboard team.

As a member of this team, you will serve as the first point of contact for patients entering Nemours Healthcare System.

Schedule:

Wednesdays and Saturdays from 11pm - 7:30 a.m.

For this position you would need to be flexible due to department coverage needs.

This could mean adjusting shift times and/ or picking up additional hours.

Although this position is a casual/part-time position, you would need to be available to ensure full time hours for approximately 6 - 8 weeks to complete education/training/shadowing and to ensure you could work independently.

Essential Functions:


* Promptly answers incoming calls, asks appropriate questions to properly direct the call.


* Makes outbound calls when follow-up is needed.


* Provide a smooth transition for all internal and external customers by utilizing excellent customer service skills and effective communication.


* Ensure urgent calls are handled with priority and escalation processes are utilized when necessary.


* Practice de-escalation and service recovery methods.


* Utilizes all available resources so calls are directed timely and accurately.


* Always offer specific directions when applicable.


* Stay up-to-date on provider and appointment scheduling changes.


* Interact with coworkers and clinic personnel in a professional manner.


* Communicates effectively with patients, physicians, and other departments regarding delays.


* Consistently achieve team metric standards and expectations.


* Brings forth any compliance /ethic issues and recommendations for operational improvement.


* Additional miscellaneous duties and responsibilities may be assigned from time to time by your supervisor.


* Demonstrate reliability in daily work practices with a clear understanding of Nemours policies and procedures.

Requirements:


* Excellent communication and problem-solving skills


* Delivery of quality customer service


* Strong computer skills and ability to navigate multiple screens while talking


* Consistently display a professional demeanor


* Maintain or exceed minimum quantitative and qualitative performance metrics


* Complete annual training


* Qualifications:


* Education: High School Diploma


* Experience: Customer service, call center preferred

The switchboard team many times the first contact that a family is introduced to the Nemours Healthcare System.

We need to do everything possible to ensure that interaction is a positive one.

Our dedication to professionals who are dedicated to children frequently earns Nemours a spot on the list of top workplaces in the communities we serve.

Our Associates enjoy comprehensive benefits, including our unique 'Bridge to a Healthy Future' pediatric health plan, an integrated wellness program, opportunities for professional growth, and much more.

As an equal oppor...