Experience:
1-3 years of experience
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Employment Type:
Part time
Posted:
2/21/2018
Job Category:
Customer Service
Industry:
Health Care & Medicine
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Communications Operator - Spanish Bilingual (PartTime)
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Job Description

Qualifications

 Minimum Education
High School Diploma or GED



Minimum Work Experience
1 Year(s)

Specific Requirements and Preferences
At least 1 year of Customer Service experience, required. Call Center Experience Preferred.


Required Skills/Knowledge

Cognitive and conversational skills necessary to gather and interpret information or problems in a high volume call center. Excellent phone, customer service, listening, interpersonal, relationship building, and communication skills. Basic knowledge of office protocol and telephone etiquette. High energy, action oriented, professional, enthusiastic, and positive behavior. Ability to read and comprehend detailed instructions. Good computer and data entry skills. Typing speed of 40 words per minute. Ability to spell and pronounce basic words, names and basic medical terminology. Work requires the ability to exchange information and/or relay messages to appropriate personnel. This type of interaction requires courtesy and tact when dealing with patients, visitors and or hospital employees. Ability to maintain confidentiality of sensitive information.
Bi-lingual: English and Spanish preferred.


Required Licenses and Certifications




Functional Accountabilities

Customer Service
  1. Provide communication services for the hospital population using a computerized telephone and radio paging system; answer inquiries by clarifying desired information: researching, locating, and providing information.
  2. Demonstrate effective verbal and written communication, as well as reading and comprehension skills.
  3. Answer telephones in a timely manner, eliminate wait times and dropped calls.
  4. Establish and maintain effective relationships with team members and client base.
  5. Provide assistance to walk-in visitors.
Accountability
  1. Ensure customer needs are met; enhance organization reputation by accepting ownership for accomplishing new and different requests; explore opportunities to add value; rapidly escalate issues impacting customer service and productivity, and engage in the department LEAN performance improvement activities.
  2. Operate and maintain the Xtend Computerized Phone System; ensure accuracy of department information (i.e. update directories, on-call schedule, etc).
  3. Maintain knowledge of personnel, departments, and schedules of on-call staff; stay up to date with organizational news and information.
  4. Review and respond to calls, emails, and fax requests; other support duties as needed
  5. Maintain records of all actions taken and update reference files; maintain a log of issues and appropriately hand off to incoming staff.
  6. Maintain awareness and mindfulness of break and shift change impact on call center operations.
Emergency Response
  1. Maintain knowledge of Communications Operator emergency response protocols.
  2. Facilitate emergency response for all emergency situations in the health system, monitor department alarm systems; rapidly notify appropriate personnel in the case of an emergency.
  3. Maintain and record all actions taken.

Organizational Accountabilities (Staff)

Organizational Commitment/Identification
  1. Partner in the mission and upholds the core principles of the organization
  2. Committed to diversity and recognizes value of cultural ethnic differences
  3. Demonstrate personal and professional integrity
  4. Maintain confidentiality at all times
Customer Service
  1. Anticipate and responds to customer needs; follows up until needs are met
Teamwork/Communication
  1. Demonstrate collaborative and respectful behavior
  2. Partner with all team members to achieve goals
  3. Receptive to others’ ideas and opinions
Performance Improvement/Problem-solving
  1. Contribute to a positive work environment
  2. Demonstrate flexibility and willingness to change
  3. Identify opportunities to improve clinical and administrative processes
  4. Make appropriate decisions, using sound judgment
Cost Management/Financial Responsibility
  1. Use resources efficiently
  2. Search for less costly ways of doing things
Safety
  1. Speak up when team members appear to exhibit unsafe behavior or performance
  2. Continuously validate and verify information needed for decision making or documentation
  3. Stop in the face of uncertainty and takes time to resolve the situation
  4. Demonstrate accurate, clear and timely verbal and written communication
  5. Actively promote safety for patients, families, visitors and co-workers
  6. Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance
 

About Children's National Health System

Childrens National Medical Center is the only exclusive provider of pediatric care in the metropolitan Washington area and is the only freestanding childrens hospital between Philadelphia, Pittsburgh, Norfolk, and Atlanta. Serving the nations children for more than 130 years, Childrens National is a proven leader in the development and application of innovative new treatments for childhood illness and injury.

Childrens National is proudly ranked consistently among the best pediatric hospitals in America by US News & World Report.

Our Culture

Children's mission is to be preeminent in providing pediatric health care services that enhance the health and well-being of children regionally, nationally and internationally. Through leadership and innovation, Children's creates solutions to pediatric healthcare problems. Children's excels in Care, Advocacy, Research, and Education to meet the unique needs of children, adolescents and their families. Children's leadership realizes that our employees are the heart of our medical center and the soul of our mission. One of our greatest assets is the diversity of our workforce, which adds to the richness of our culture. Teamwork, dedication, and professionalism are essential values and characteristics that make our employees unique.

Childrens internationally recognized team of pediatric healthcare professionals care for more than 360,000 patients each year who come from throughout the region, nation and world. Our employees share a sense of pride and commitment to the patients and families we serve. We aspire to provide patients and their families with the highest quality of care and service in a family-centered environment. In essence, we are a team of "Great People Providing Great Care."

Nursing Students

As a nursing student, you might already be craving hands-on experience at a highly respected hospital. You may be thinking about where or with which population you want to work after graduation.

At Childrens, a world-class teaching hospital and internationally-recognized leader in pediatric health, we invite nursing students at all stages of learning to explore the real world of working in a hospital setting and experience first-hand the challenges and rewards of this career.

Internship Program

The internship program provides the novice nurse with the knowledge base and skill set needed to transition to competence in clinical nursing practice. While providing the needed skills to meet the organization goals and mission, the program provides nurses with the leadership skills to work collaboratively within a multidisciplinary team. The program bridges the gap between undergraduate education and real-life professional nursing practice, delivering state-of-the art pediatric care.

The program is offered to new graduate nurses from an accredited nursing program with a passion for children. All new graduates, with less than one-year acute care experience, are eligible to participate in the program after obtaining licensure.