Support Operator - Associate

12705 Enterprise Corporate - Patient Access & Care Team: NC/GA Operations

Full time

Yes

40

3rd Shift (10p-6:30a during the week and every other weekend) Full Time

This role is essential in a 24/7 centralized operation between Airport Center Parkway and Cabarrus. The position involves supporting 13+ acute care facilities by providing switchboard services, routing 300-500 incoming calls per day to the appropriate areas within each specific facility. Additionally, the role includes emergency code handling, where the associate receives and notifies the response team to a specific area, and facilities management, which entails receiving and triaging facility maintenance requests.

Pay Range

$18.50 - $27.75

Responds to incoming calls, codes, alarms, and pages and contacts the appropriate personnel as indicated by the situation.

Essential Functions

• Answers incoming calls in a busy call center environment.
• Performs basic call processing functions by meeting monitoring expectations, and successful completion of all training evaluations.
• Access pertinent information using Xtend Communications windows based software with, or without ACD integration.
• Responds to alarms, pages, messages, and codes and contacts personnel through beeper paging, intercom announcements, and phone calls as indicated by the situation.
• Problem-solves and handle stressful situations.
• Issues patient phone numbers, conditions, or general information in accordance with HIPAA guidelines.
• Assists in maintaining logbooks and other documents and forms.

Physical Requirements

Works in a fast paced call center environment with constant telephone ringing and distractions. Works in a sitting position must of day. This position requires high degree of proficiency in verbal and written communications. Must be able to work weekends, holidays and overtime as required. Must be available for occasional callback support. Must be able to handle multiple lines, type, reach, read various prints and alarm panels at a distance of two to three feet, and work through loud noises.

Education, Experience and Certifications

• High School Diploma
• At least 2 years of experience in an incoming call center in a high-volume environment
• Ability to multitask in a fast-paced, high-volume environment
• Excellent attention to detail and adherence to protocols
• Good communication skills
• Comfort working rotational shifts to support staffing shortages as needed
• Previous healthcare call center experience is a plus

Our Commitment to You:

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:

Compensation

• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
• Premium pay such as shift, on call, and more based on a teammate's job
• Incentive pay for select positions
• Opportunity for annual increases based on performance

Benefits and more

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program