Overview:
The Contact Center Agent position works within a structured environment requiring sharp attention to detail, the ability to focus and maintain a calm demeanor under pressure. This position delivers excellent customer service while providing information to patients, hospital, faculty, staff and other health care providers in a 24/7 high volume operator call center environment. The position will perform a variety of tasks including, intake triage and activating hospital emergency codes and alerts ( Code Blue/SWAT/Stemi Alerts) and priority notifications based on knowledge of administrative protocols and UF Health policies and procedures.
QualificationsMinimum Education and Experience Requirements
High school diploma or equivalent required.
One (1) year of experience working with computers in a customer service or clerical office environment required. This requirement may be substituted with an Associate’s degree.
Strong verbal and written communication skills required.
Previous experience as a 911 operator, hospital operator, or call center representative preferred, particularly in a healthcare-related environment.
Experience working with multi-line telephone systems preferred.
Demonstrated ability to use computer systems with a high degree of accuracy and efficiency.
Proficiency in using multiple computer applications simultaneously.
Ability to remain calm, professional, and effective when working under pressure or responding to emergency, critical, or unusual situations.
Ability to communicate clearly and effectively with patients, callers, and healthcare professionals.
Demonstrated ability to multitask, recognize and respond to changing priorities, and make timely and accurate decisions.
Ability to work independently with minimal direct supervision.
Ability to speak and hear clearly and effectively perform the essential functions of the position.
Ability to manage stress appropriately in a fast-paced environment.
Working knowledge of medical terminology preferred.
Motor Vehicle Operator Designation
Employees in this position will not operate vehicles for an assigned business purpose.
Licensure, Certification, or Registration
None required.
