Bilingual Call Center Representative

Employment Type

: Full-Time

Industry

: Retail



Description:

About Us:

At Children’s Health, we value the role each team member plays in helping us deliver on our mission of making life better for children. We take pride in providing a rich and rewarding career opportunities that enable team members to reach their highest potential.

Since 2009, we have held the AANC Magnet® designation for nursing excellence. We are nationally ranked in all 10 pediatric specialties by U.S. News & World Report, serve as the primary pediatric teaching facility for University of Texas Southwestern Medical Center and are recognized for quality care in every specialty.

For nine consecutive years, Children’s Health has been recognized as one of the 150 top places to work in health care by Becker’s Hospital Review. This esteemed list features healthcare systems which offer professional development, growth, excellent benefits and promotion of diversity above and beyond other organizations.

Summary:

Shift: Tuesday - Saturday 3:00pm-11:30pm Off Sunday and Monday

Shift differential pay is offered in addition to base pay

Location: Remote 

This position is responsible for advanced, diversified, and Teleservices duties requiring a broad and comprehensive knowledge of hospital operations, skill and knowledge related to Children's Health internal operating procedures, familiarity with related governmental and other regulatory requirements, the ability to think quickly and effectively support patients and clinicians regarding medical codes and facility emergencies. This position is responsible for ensuring Customer-centric engagements provide the highest level of Customer Service with quality and care to all persons engaging the team.

Job Specific Responsibilities:

Using in depth knowledge of hospital operations, departmental responsibilities, related internal and external policies and procedures, assist all internal and external Customers, directing them to correct teams employing Customer Centric techniques resulting in providing the highest levels of Customer Service. Internal Customers include all levels of employees, clinical or not, needing quick and efficient transitions to desired departments and employees. External Customers include patients, their families, vendors, and any other individual wishing to interact with Children's Health.

Responds to all clinical emergency events timely, effectively, and accurately ensuring appropriate code teams are engaged in support of patient emergency events. Follows processes to ensure the appropriate code team arrives and confirm responses are within established norms and policies related to clinical events.

Responds to all manner of requests for service and incidents related to the platforms managed by the team. Ensures compliance with agreed upon SLAs for acknowledgment and resolution. Interacts with requesters ensuring understanding of the nature of the issue/request. Interacting with partner teams as needed to ensure accuracy of response and resolve issues related to the provisioning of all requests. Ensure requests and incidents are properly tracked and monitored in the ticketing system used to track the request/issue.

Responds to all facility emergency events timely, effectively, and accurately ensuring the appropriate response activity is initiated to respond to patient, patient family, and employee impacting issues affecting safety concerns. Follows processes to ensure the appropriate notifications are sent to the correct teams that effect resolutions, hospital leadership is aware of issues impacting patient and employee safety/security, and confirm responses are within established norms and policies related to clinical events.

Ensures compliance with published internal/external policies related to on-call schedules ensuring that emergent calls impacting patient care are addressed immediately. These calls include after-hour patient calls requesting conversations with Providers and nursing staff. Works with compliance and clinical leadership teams to ensure accuracy and timely receipt of schedules.

Appropriately escalate to team and department leadership any issue that negatively impacts the organization's ability to meet it's mission.

Provide Tier I support of applications utilized by system wide team members including SmartSuite. Support is provided to a wide range of employees, Providers, Patient Families, etc.

Assimilates new processes and procedures resulting from changing team responsibilities and organizational directions.

Experience:

Bilingual (Fluent in Spanish and English) is REQUIRED

Previous experience in a call center is REQUIRED

Experience working in a healthcare setting is preferred

Education:

High school diploma is REQUIRED

Benefits:

Children’s Health offers opportunities for learning and career development; competitive pay; and a comprehensive benefits program. We promote a diverse and inclusive workplace. Our team members have a voice in their work through surveys, pulses and town halls. And we honor and celebrate our staff with year-round employee appreciation events.

We invite you to learn more about Children’s Health.

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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