Customer Service Representative

Job Description Summary

Customer Service Representatives represent South Shore Hospital and its affiliates’ by answering in-bound phone calls professionally, accurately, and efficiently. CSRs will provide callers with exceptional customer service and demonstrate call control while maintaining a high level of professionalism with each interaction including emergency scenarios.

Job Description

Customer Service Representatives represent South Shore Hospital and its affiliates’ by answering in-bound phone calls professionally, accurately, and efficiently. CSRs will provide callers with exceptional customer service and demonstrate call control while maintaining a high level of professionalism with each interaction including emergency scenarios.

• Overall knowledge of all health system sites and departments.

• Provides information to callers on all services offered, specific departmental information, parking, visiting hours/guidelines and hours of operation for all health system sites/departments.

• Provides wayfinding to the facility, to internal departments and off-site affiliates.

• Actively listens to the caller to determine the correct department or individual that can accomplish their request.

• Screens callers and asks appropriate triaging questions in order to get the customer to correct resource on the first call.

• Accurately manages on- call coverage for departments / specialties within the enterprise on call solution when needed.

• Provides messaging support to internal and external customers using multiple communication channels such as, traditional paging, secure texting application, email and faxing.

• Provides Physician Referrals to the community for PCPs and Specialists by matching zip code, gender preference and medical need of the callers.

•  Knowledge of the operation of patient TV/Telephone and ability to troubleshoot and escalate issues.

•  Understanding of pager functionality and ability to coach client use of device, troubleshoot and escalate issues as needed. 

• Manages requests received from internal customers via our secure texting tool.

Provides call support for SSH ambulatory sites, including Physician offices and Internal Departments.

• Provides afterhours and frontline call support for SSH ambulatory sites and departments.

• Acts as an extension of the office/department.

• Accurately triages call to the appropriate on call resource when necessary.

• Follows each client’s unique workflow to ensure all interactions are handled with the highest level of accuracy.

• Follows our standard escalation process/procedure for repeat callers to ensure all calls are answered in a timely manner.

• Provides consistent clear, accurate, timely information to all callers as described in client profiles.

• Provides messages management for clients including urgent afterhours patient calls and non-urgent office messages. As well as using our enterprise ITSM tool for incident/case management.

• Manages, and accurately updates client on-call schedules as needed.

• Displays an understanding/sensitivity of each client’s unique customer culture and has a concrete understanding of that client’s function in order to represent the client in an intelligent and professional manner.

• Ensures accurate messaging / paging information by confirming spelling of caller’s first/last name, phone number and DOB.

• Monitoring for client message delivery status, reporting and escalation of major/minor alarms as needed.

Monitors alarm systems and code systems

• Adheres to department procedures in relation to the notification of personnel during various alarm types.

• Knowledge of various Codes and adherence to their procedures including medical, fire, internal and external disasters and safety emergencies, often of a life threatening nature.

• Monitors the code panel and fire alarm systems for the main campus.

• Provides escalation support for minor alarms and 911 calls for main campus

• Provides 24/7 support for the health system emergency line (77777).

• Follows specific workflow for each code type/alarm as accurately and efficiently as possible.

• Provides house wide overhead announcements for urgent/emergency communication.

• Mastery of HICS process, on-call management and notification procedures in the event of activation.

• Knowledge of enterprise desktop alerting communication tool, ability to activate, track response and ability to educate end-users on use.

• Mastery of CALLeague Alert / monitor alert response and update appropriate person as needed dependent upon code type.

• Understanding and ability to assume Systems Information Coordinator (SIC) role in the event of activation.

• Ability to calmly communicate during crisis situations.

• Monitors dispatch list for enterprise paging system and troubleshoots failed messages when presented.

IT Service Desk overflow and frontline call support

• Has high level knowledge of all our applications, systems and technology

• Ability to intelligently guide callers through the PC reboot process, and basic technical knowledge of       when to do so.

• Technical knowledge to triage after-hour help requests, determining the priority of technical issues to escalation to on-call technician.

• Provides frontline call support for the Service Desk during overnight shift.

• Escalates to IS Manager and OCC when appropriate.

• Execute technology escalation and outage communication as needed.

• Enters detailed and accurate information in our ITSM tool and prioritizes incidents in accordance with our incident management standards.

• Escalates calls to the IT Service Desk when necessary

• Knowledgeable of open problems and ability to provide callers with any workaround information as needed.

• Monitors call queue and escalates any high volume activity to supervisor.

IT Network Password Reset Support

• First tier support for users needing assistance with their network password and provides first call resolution to end users.

• Authenticates users using the organizational IT Security guidelines.

• Resets password in our Identity Access tool and provides caller with temporary password information.

• Provides users with our password criteria.

• Tracks all network password resets accurately in our ITSM tool.

• Escalates call to the next tier support (IT Service Desk) when necessary. 

• Educates users on self-reset tools when appropriate.

Emergency Preparedness

• Proficient at all departmental downtime procedures and tools.

• Completes on a monthly basis emergency preparedness tasks.

• Ability to operate downtime redundancy telephone system in the event of PC outage including appropriate login to system, and mastery of manual answer/transfer operation of device.

• Smoothly and efficiently executes evacuation procedures to redundancy site by activating code system downtime communications, physical relocation to redundancy site, and ability to return to normal operations per standard.

• Ability to transition to power failure phones in the event of a telephone outage and properly communicate outage to end users.

• Operates computer based redundancy system for directory, pager information and on call information.

• Demonstrates a complete knowledge base of all downtime / outage resources to best determine which systems to utilize for particular outage / downtime event.

• When applicable becomes the primary resource for the health system for messaging and communication.

  Actively participates in Information Center Continuing Education programs

• Attends monthly continuing education sessions.

• Completes all associated measurement tools and learning exercises.

• Completes all monthly emergency preparedness education tasks.

• Under the guidance of the Supervisor participates in feedback programs to further develop customer service skills, system, and process enhancements.

• Assists with new hire training and onboarding as assigned

• Performs other duties and projects as assigned.

• Reads all emails and communications on a timely basis 

Job Requirements:

Minimum Education - Preferred

Equivalent to high school curriculum preferred

Minimum Work Experience

Customer service experience required.  Healthcare experience preferred.

Required Skills, Knowledge, and Abilities:

• Ability to thrive in a fast-paced medical environment

• Excellent spelling, communication and grammar skills

• Maintain the ability to multitask and toggle between multiple screens seamlessly

• Knowledge of typing/data entry (30 wpm) and working knowledge of Windows / Microsoft Office Suite

• Medical Terminology knowledge preferred