Call Center Operator
University of Arkansas for Medical Sciences
Summary
The Call Center Operator is responsible for answering and directing calls that serve the medical, educational, and research facilities of the UAMS Campus in a call center environment. The Call Center Operator will also provide after-hours answering service for all UAMS outpatient clinics. Will assist with online physician call schedule changes as necessary. UAMS Call Center Operator will be required to activate emergency codes within the hospital and campus as necessary. This position will develop skills and knowledge of UAMS services and provide the community with access and directions to all areas of UAMS.
Job description
Responsibilities
- Answer and process a high volume of incoming calls, provide courteous and professional assistance, and accurately connect patients, visitors, physicians, and staff to appropriate departments or individuals.
- Operate the Mitel telephone system, manage local, long-distance, and international calls, and coordinate hospital-wide overhead announcements.
- Provide after-hours answering services for UAMS clinics and physicians, document patient messages, page on-call providers, and connect physicians with patients as needed.
- Locate physicians and on-call personnel, maintain accurate on-call schedules, and communicate scheduling updates during evenings, weekends, and holidays.
- Access Epic to verify appointment information, assist with appointment reminder inquiries, provide clinic locations and directions, and connect patients with appropriate scheduling departments.
- Assist pharmacies, home health agencies, and other healthcare providers by facilitating communication with physicians regarding prescriptions, medication refills, and medical orders.
- Serve as a central communication point for campus emergencies, activate emergency codes and RAVE notifications, contact emergency responders, and coordinate critical communications.
- Document caller concerns, report service issues and equipment malfunctions, and communicate unusual incidents to departmental leadership.
- Maintain accurate telephone directories and records, perform clerical duties, and protect patient information in accordance with confidentiality and security policies.
- Provide critical communication coverage during inclement weather, manage calls for delayed clinic openings, and support continuous campus operations as essential personnel.
- Perform other duties as assigned.
Requirements
- High school diploma/GED
- Two (2) years of customer service and administrative experience
- Excellent customer service skills
- Excellent verbal communication skills
- Computer/basic keyboard skills
- Telephone etiquette skills
- General knowledge of office machines, including printers
- Ability to follow oral instructions, read, and write
- Must be able to work a rotating schedule of days, nights, occasional midnights, weekends, and Holidays
Benefits
- Medical, Dental & Vision
- Holiday, Vacation & Sick Leave
- Education discount
- Retirement plan up to 10% match
- Basic Life Insurance
- Career Training
- Merchant Discounts
- Concierge prescription delivery
Company overview
The University of Arkansas for Medical Sciences (UAMS) is Arkansas' only comprehensive academic health sciences university and the state's largest public employer. Founded in 1879 by eight physicians, UAMS has evolved into a statewide health system encompassing six colleges: Medicine, Pharmacy, Nursing, Health Professions, Public Health, and Graduate School. As a premier academic medical center, UAMS combines education, research, and clinical care through its UAMS Medical Center, which serves as Arkansas' only adult Level 1 trauma center and the state's sole provider of adult kidney, liver, and pancreas transplants. The institution operates with a $1.3 billion budget and generates over $100 million in annual research funding, maintaining internationally recognized programs in multiple myeloma, aging, and other specialized areas. UAMS supports over 3,000 students, 900 medical residents and fellows, and maintains affiliations with Arkansas Children's Hospital and the Central Arkansas Veterans Healthcare System. With eight regional campuses across Arkansas, UAMS provides extensive community outreach and telehealth services, ensuring healthcare access throughout the state while contributing approximately $3.92 billion annually to Arkansas' economy.