Casual Switchboard Operator at Nemours in Wilmington, Delaware

Job Description:

As one of the nation’s leading pediatric health care systems, Nemours is committed to providing all children with their best chance to grow up healthy. We offer integrated, family-centered care to more than 300,000 children each year in our pediatric hospitals, specialty clinics and primary care practices in Delaware, Florida, Maryland, New Jersey and Pennsylvania. Nemours strives to ensure a healthier tomorrow for all children – even those who may never enter our doors – through our world-changing research, education and advocacy efforts. At Nemours, our Associates help us deliver on the promise we make to every family we have the privilege of serving: to treat their child as if they were our own. 

Equity, diversity, and inclusion guide our growth and strategy.  We are looking for individuals who are passionate about, and committed to leading efforts to provide culturally relevant care, reducing health disparities, and helping build a diverse and inclusive team environment. All Nemours associates are expected to ensure that these philosophies are embedded in their day to day work with colleagues, patients and families.

A customer service agent who is responsible to operate telephone switchboard using computer and headset. Expedite incoming, outgoing and interoffice calls. Maintain daily on call information via computer for paging medical staff and other hospital personnel as required.

Bilingual Preferred (English/Spanish)

This is 16 hours a week posting.

Essential Functions:

• Promptly answers incoming calls, asks appropriate questions to properly direct the call.


• Makes outbound calls when follow-up is needed.


• Provide a smooth transition for all internal and external customers by utilizing excellent customer service skills and effective communication.


• Ensure urgent calls are handled with priority and escalation processes are utilized when necessary.


• Practice de-escalation and service recovery methods.


• Utilizes all available resources so calls are directed timely and accurately.


• Always offer specific directions when applicable.


• Stay up-to-date on provider and appointment scheduling changes.


• Interact with coworkers and clinic personnel in a professional manner.


• Communicates effectively with patients, physicians, and other departments regarding delays.


• Consistently achieve team metric standards and expectations.


• Brings forth any compliance /ethic issues and recommendations for operational improvement.


• Additional miscellaneous duties and responsibilities may be assigned from time to time by your supervisor.


• Demonstrate reliability in daily work practices with a clear understanding of Nemours policies and procedures.

Requirements:

• Excellent communication and problem-solving skills


• Delivery of quality customer service


• Strong computer skills and ability to navigate multiple screens while talking


• Consistently display a professional demeanor


• Maintain or exceed minimum quantitative and qualitative performance metrics


• Complete annual training


• Qualifications:


• Education: High School Diploma


• Experience: Customer service, call center preferred

The switchboard team many times the first contact that a family is introduced to the Nemours Healthcare System.  We need to do everything possible to ensure that interaction is a positive one.  Our dedication to professionals who are dedicated to children frequently earns Nemours a spot on the list of top workplaces in the communities we serve. Our Associates enjoy comprehensive benefits, including our unique 'Bridge to a Healthy Future' pediatric health plan, an integrated wellness program, opportunities for professional growth, and much more. As an equal opportunity employer, Nemours focuses on the best-qualified applicants for our openings.

Schedule:

  Every -Tuesday and  Wednesday  (10:30am-7:00pm). In addition, you would be called upon and expedited to fill in for vacation requests as well as in the moment call-out needs

Our dedication to professionals who are dedicated to children frequently earns Nemours a spot on the list of top workplaces in the communities we serve. Our Associates enjoy comprehensive benefits, including our unique “Bridge to a Healthy Future” pediatric health plan, an integrated wellness program, opportunities for professional growth, and much more. As an equal opportunity employer, Nemours focuses on the best-qualified applicants for our openings.

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