Th is customer service position plays an integral role at Penn State Health to create a calming and informative environment.
The Telecommunications Agent team provides 24 hour a day, 7 days a week telephone communication and paging assistance throughout the Institution, including the Hospital, Medical Group, College of Medicine, and across all on- and off-campus locations. This is a high level customer service position that handles both non-emergency and emergency calls. The telecommunication agent is responsible for operating and updating an independent computer database, including entry of physician On-Call schedules. He or she will activate emergency procedures used campus-wide for all types of medical and non-medical emergencies. While working the switchboard he or she will provide personnel information, pager assignments, on-call information, department locations and hours, etc. to callers. The customer service agent will connect callers to requested destination. When needed, report issues with telephone system and paging system and provide after-hours troubleshooting assistance to IT or outside vendors as requested.
High School Diploma plus 1 year of job related experience required. (This could include customer service, bank teller, switchboard operator, to name a few.)
KNOWLEDGE, SKILLS, & ABILITIES:
Excellent customer service, communication, computer and problem solving skills required.
Ability to understand and follow procedures required.
Ability to respond calmly in emergencies required.
Previous call center experience preferred.
Customer service experience preferred.
Previous experience in a medical environment preferred.
If chosen for this position, you may be required to pass a Post Offer Employment Physical Exam in accordance with the measurements listed in the Work Task Analysis (WTA) report. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position. All individuals (including current employees) selected for a position will undergo a background check appropriate for the position's responsibilities.
Penn State Health is fundamentally committed to the diversity of our faculty and staff. We believe diversity is unapologetically expressing itself through every person's perspectives and lived experiences. We are an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information . If you are unable to use our online application process due to an impairment or disability, please call 717-531-8440 between the hours of 8:30 AM and 4:30 PM, Eastern Standard Time, Monday - Friday, email email@example.com or download our Accommodation Instructions for Job Applicants PDF for more detailed steps for assistance.
Union: Non Bargained
Internal Number: 20244
About Penn State Health
At Penn State Hershey, our mission is to enhance the quality of life and serve our community through improved health, the education of health professionals, and the discovery of knowledge. For us, service excellence is not only for our patients but also our employees. It means valuing each and every employee.