Serves as a lead worker to Call Center Representatives in the identification of caller's needs, obtains/verifies relevant information and routes call to the most appropriate site whether internal or external to Parkland Health & Hospital System. Serves as preceptor for lower level staff.
-Must have five years of customer service experience.
-Three years experience in Parkland's Call Center preferred.
Equivalent Education and/or Experience:
-May have an equivalent combination of education and/or experience in lieu of specific education and/or experience as stated above.
Skills or Special Abilities:
-Must be bilingual (Spanish).
-Must successfully pass the Spanish Language Oral Skills Assessment examination prior to employment.
-Must demonstrate ability to type 20 words-per-minute with a maximum of 3 errors.
-Must successfully pass a pre-employment spelling test with a minimum score of 85%.
-Must successfully pass a customer service skills test with a minimum score of 80%.
-Must be able to communicate effectively in English to include but not limited to communication via telephone, overhead paging and in person.
-Must be able to demonstrate expert working knowledge of applicable department and hospital software, personal computers, and standard office equipment.
-Must be able to communicate effectively with patients, families and hospital staff in accordance with established policies and procedures.
-Must be able to solve complex problems within established Call Center policies and procedures and serve as a resource to other department employees.
-Must demonstrate a positive demeanor, good verbal and written communication skills.
-Must be able to successfully complete additional job related training when offered.
-Must be able to function in a team environment.
-Must be able to identify and communicate suggestions for performance improvement, provide constructive feedback, and demonstrate success in providing education and training to departmental staff.
Parkland Health and Hospital System prohibits discrimination based on age (40 or over), race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, national origin, marital status, political belief, or veteran status.
Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth
Job Segment: Patient Care, Healthcare Administration, Healthcare