OverviewTo be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.
High school graduate minimum, higher education preferred.
Three years' experience telecommunications services and supervision, familiar with call center systems and services. Experience utilizing computers in an office environment required. Experience answering telephones in a high call volume environment preferred. Knowledge of Avaya/Nortel, Cisco, Amcom, QGenda, Smart Suite, and Enotify software preferred
Advanced computer skills required with complete understanding of all supporting systems including but not limited to Amcom Application Suite and Contact Center Manager. Must have strong interpersonal skills and willingness to learn about new technologies and systems. Must have leadership, training and documentation skills. Must also be able to type 35-45 wpm work in team or alone and have excellent decision-making ability.
While performing the duties of this job, the employee is regularly required to sit; use hands to write, type, handle items; and talk or hear. They are frequently required to reach with hands and arms. They are occasionally required to stand and walk. They must occasionally lift and/or move up to 25 pounds. Specific vision abilities required include close vision, distance vision, peripheral vision, and depth perception. The noise level in the work environment is usually moderate but in emergency situations can become high level. Ability to concentrate is essential. The Associate must make use of a headset style answering device on or in ear(s). There may be a considerable amount of mental stress. Must be able to easily and accurately distinguish colors and shades in order to accurately identify alarm signals and visual cues on the PC. Must have the ability to distinguish variations in audible alerts and alarms. Must be able to quickly reset alarms, computers and UPS systems which are located throughout the Operator Services location. Must have an exceptional command of the English language and speak clearly with accurate pronunciation of words to ensure the accurate communication of verbal information, particularly in times of crisis or stress. May be required to staff and/or Lead one or more of the call centers operated by YNHHS. Travel to different call centers required as necessary. Must have access to reliable transportation and is expected to report to work during major weather events. Adherence to hospital dress code is required at all times. Incumbents as well as external and internal applicants who become disabled must be able to perform the essential job functions with or without the assistance of reasonable accommodation as determined on a case by case basis.