Nemours is seeking an Access Center Operator (Switchboard) to join our Nemours Children's Health team in Orlando, FL.

As a member of our team, you will serve as the first point of contact for patients, families, hospitals, providers, and associates calling Nemours Children's Health. Our team should do everything possible to ensure that each interaction is a positive one. Our dedication along with 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 Children's Health focuses on the best-qualified applicants for our openings.

Primary Function:

The Access Center Operator serves as a concierge for our Delaware and Florida locations. The Access Center Operator must adhere to all processes for the Enterprise and Nemours Standards of Behavior. This position is primarily responsible for triaging incoming calls to the main hospital and the Access Center to ensure that patients, providers and associates are directed to the appropriate scheduling group, clinic or department. This includes but not limited to, documenting provider consults through the Physician Priority Line and through additional avenues, patient families or lab requests and dispatching internal/external pages. This is a versatile position that requires the ability to work with multiple applications simultaneously for a variety of caller needs. The Access Center Operator is required to provide superior "white glove" customer service to all callers and represent Nemours Children's Health in a positive, professional manner. They are responsible for demonstrating a commitment to service, organization values and professionalism through appropriate conduct and demeanor at all times.

Job Responsibilities:

• Educated on all processes during the day, after-hours, and Physician Priority Line Calls from internal/external physicians and our patient families. Must be able to prioritize and direct calls/paging appropriately. Process accurately page requests of all FL Nemours Primary Care (CHA locations) callers according to their specific paging protocol and direction for TeleCare or On Call provider as appropriate.
• Courteously and promptly answer incoming calls for the main hospital and the Access Center operations, triage, and dispatch calls appropriately.
• Assist callers through excellent customer service, utilizing all available resources (MediCall/WebXchange, Voalte, RightFax, EPIC, EPIC Census, Google maps, Outlook, TeamShare, MS Teams, Nemours Net, Calabrio, Finesse, Call Center dashboard, Nemours App, PPL Reporting, Backline Line, PPL line.
• Work with our vendors to troubleshoot systematic issues in addition to updating pager /cell phone information upon request.
• Communicates effectively with patient families, physicians, clinical and administrative staff, outside callers and team members regarding any delays and escalate when necessary.
• Review on-call schedules daily to ensure there is coverage and/or work with physicians and departments to ensure necessary updates are made, including but not limited to updating MediCall/WebXchange directory listings as needed to ensure accurate information, extensions, and details.
• Consistently achieve team metric standards and expectations.
• Additional miscellaneous duties and responsibilities may be assigned from time to time by your supervisor to assist other areas in the hospital.
• Makes outbound calls when follow-up is needed.
• Assist in training new associates and cross-training to provide support.
• Set up conference call function as needed (interpreter).
• Other duties as assigned.

Requirements:

• High School Diploma required.
• Minimum 6 months of experience required.
• Customer service, computer, problem solving, and communication skills required.
• Call center experience preferred.
• Knowledge of multiple computer applications, screens, and phone lines required.
• Must have the ability to work a flexible schedule including nights, weekends, and holidays.

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