Customer Service Rep - Part Time - Nights

Why Work For Nebraska Methodist Health System

At Nebraska Methodist Health System, we focus on providing exceptional care to the communities we serve and people we employ. We call it The Meaning of Care – a culture that has and will continue to set us apart. It's helping families grow by making each delivery special, conveying a difficult diagnosis with a compassionate touch, going above and beyond for a patient's needs, or giving a high five when a patient beats a disease or conquers a personal health challenge. We offer competitive pay, excellent benefits and a great work environment where all employees are valued! Most importantly, our employees are part of a team that makes a real difference in the communities we live and work in.

Job Summary

Location: Methodist Hospital Address: 8303 Dodge St, Omaha, NE 68114 Work Schedule: 10:30pm to 7am Friday and Saturday Provides timely, accurate and excellent professional telephone and database customer support throughout the Methodist Health System main telephone line by routing internal/external calls (transfers, patient transportation, departments and patient rooms) to correct destination for all Health Care facilities. Understands the processes and department practices for the "DIALMD" answering service and communications for all "emergency" or "alert" notifications for clinical and disaster/disruption event.

Responsibilities

Essential Job Functions

Operates a multi-line phone console while exhibiting exemplary customer service skills.

• Practices patience.
• Actively listens to caller and displays sensitivity and empathy in a professional and positive manner.
• Effectively interacts with callers.

Speaks clearly and processes incoming calls in a timely manner.

• Routes requests to correct department, individual cell phone, page or announces overhead.
• Documents in Customer Service Database.

Effectively works with the customer service team staying aware of changes and communicating through various means in a fast paced environment.

• Demonstrates the ability to foster a cooperative work environment by working well with others and fully understanding the diversity of those we work with, displaying a positive attitude at all times.

Uses patient tracking system to accurately assign and dispatch patient escorts.

• Monitors and tracks patient transportation jobs for correct destination and established schedule.

Handles difficult calls in a positive professional manner.

• Initiates and escalates concerns, problems, situations, and compliments on calls meeting established criteria to ensure they are documented and communicated to appropriate staff.
• Follows up to ensure the customers' needs are met, as appropriate.

Utilizes Amtelco Software

• Processes calls and complies with department practices regarding the physician answering service (DialMD).

Assists with the documentation and input of the DialMD schedule changes associated with the on-call physician's answering service and other customer schedules.

Accurately and timely responds to Medical emergency systems that require monitoring such as Medical Emergencies, Codes, Fire and Medical Gas by contacting appropriate staff through Amtelco.

Responsible for Internal/External Disaster/Disruption notifications through Amtelco, Mass Notification System and overhead announcements, for example Weather, Fire, or community events.

Provides clerical support for the Integrated Service Division by performing data entry, typing, and other duties to ensure division projects are completed within established deadlines.

Job Requirements

Education

• High School Diploma or General Education Development (G.E.D.) required.
• Some college preferred (Communications or similar coursework).

Experience

• 6 months Telephone Customer Service required.
• Demonstrated working knowledge of Communications Call Center required.
• Must successfully complete Methodist HIPAA on-line course, Medical Terminology course and Integrated Services New Employee Orientation, within 6 months of hire.

Skills/Knowledge/Abilities

• Skilled in Microsoft Office, including Word, Outlook and Excel.
• Strong telephone skills for positive interaction with staff and customers.
• Able to work in a fast-paced environment.
• Able to remain calm in stressful situations.
• Strong ability to listen to caller's detailed information and accurately route call.
• Accurately spell and effectively type information into a keyboard

Physical Requirements

Weight Demands

• Light Work: Exerting up to 20 pounds of force.

Physical Activity

• Not necessary for the position (0%): Climbing, Crawling, Kneeling
• Occasionally Performed (1%-33%): Balancing, Carrying, Crouching, Distinguish colors, Lifting, Pulling/Pushing, Standing, Stooping/bending, Twisting, Walking
• Frequently Performed (34%-66%): Reaching, Repetitive Motions, Sitting
• Constantly Performed (67%-100%): Fingering/Touching, Grasping, Hearing, Keyboarding/typing, Seeing/visual, Speaking/talking

Job Hazards

• Not Related: Chemical agents (Toxic, Corrosive, Flammable, Latex), Biological agents (primary air born and blood born viruses) (Jobs with Patient contact) Blood or Body Fluid (BBF), Equipment/Machinery/Tools - Hand Power Tools, Explosives (pressurized gas), Electrical Shock/Static, Radiation Alpha, Beta and Gamma (particles such as X-Ray, Cat Scan, Gamma Knife, etc), Radiation Non-Ionizing (Ultraviolet, visible light, infrared and microwaves that causes injuries to tissue or thermal or photochemical means), Mechanical moving parts/vibrations
• Rare (1%-33%): Physical hazards (noise, temperature, lighting, wet floors, outdoors, sharps) (more than ordinary office environment)

About Methodist

Nebraska Methodist Health System is made up of four hospitals in Nebraska and southwest Iowa, more than 30 clinic locations, a nursing and allied health college, and a medical supply distributorship and central laundry facility. From the day Methodist Hospital was chartered in 1891, service to our communities has been a top priority. Financial assistance, health education, outreach to our diverse communities and populations, and other community benefit activities have always been central to our mission.

Nebraska Methodist Health System is an Affirmative Action/Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other classification protected by Federal, state or local law.