The mission of the Information Technology Group (ITG) is to develop, implement and maintain technology-based services and solutions enabling OHSU to effectively manage information to accomplish its missions. The Call Center Representative position is critical to the success and operational efficiency of the Oregon Health & Science University Mass Call Processing Center The Call Center operates 24 hours a day, 7 days a week, 365 days a year. The call center responds to over 8,000 incoming calls and places nearly 1,000 outgoing calls a day for the diverse OHSU staff and employees campus wide, as well as for off-campus health professionals, institutions, patients and the general public. Representative deal with a wide variety of callers. It is imperative that the Representative properly screen vague or incomplete requests so that the call may be connected to the appropriate area. The Representative is generally the first impression of Oregon Health & Science University made on the general public therefore this position requires a high level of professionalism and customer service. Call Center Representatives will be accurate and detailed communicators, highly service oriented and able to excel under pressure. These individuals must be able to multi-task, anticipate customer needs and thrive in a very fast paced, high-volume environment. Representative will be expected to perform at a professional business level at all times and will deal with a variety of emergency situations on the telephone. They will deal with various staff, faculty, physicians, patients and the general public. Incoming calls are processed utilizing a sophisticated CTI system. Currently the Telecommunications switching equipment has a capacity of 18,000 lines, encompassing two prefixes, with five digit dialing, networked for a total capacity of 40,000 lines, additionally the University maintains its own private paging transmission systems. The Call Center Representative utilizes these systems in providing quality communication services to the OHSU community & its patrons.
- Call Processing (answering, screening, routing, paging etc.) in a timely manner
- Efficiently, politely, professionally answer a high volume of incoming calls from on and off campus.
- Routing calls to appropriate conclusion (clinic, department, hospital, doctor, administration or research areas) by connecting, paging or supplying number
- Provide information to callers, including directions, addresses and hours of operation
- Use schedules and departmental procedures to locate appropriate on-call person for internal and external callers
- Dispatch of clinical services/notification to users for pneumatic tube failures
Education and Experience:
- Knowledge of the English Language sufficient for telephone communication, AND
- High School Diploma or GED, AND
- One year experience in a mass call processing center, preferably in a medical or hospital setting; OR
- Two years of heavy volume, multi-phone use/environment.
Job Related Knowledge, Skills, and Abilities:
- Accurate and expedient typing of at least 40wpm, effective multi-tasking in a high stress environment.
- Ability to maintain reliable attendance and punctuality as defined by ITG Attendance Policy.
Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or aaeo@ohsu.edu.
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