Call Center Operator - full-time, 2nd shift

At Children’s Wisconsin, we believe kids deserve the best.

Children’s Wisconsin is a nationally recognized health system dedicated solely to the health and well-being of children. We provide primary care, specialty care, urgent care, emergency care, community health services, foster and adoption services, child and family counseling, child advocacy services and family resource centers. Our reputation draws patients and families from around the country.

We offer a wide variety of rewarding career opportunities and are seeking individuals dedicated to helping us achieve our vision of the healthiest kids in the country. If you want to work for an organization that makes a difference for children and families, and encourages you to be at your best every day, please apply today.

Please follow this link for a closer look at what it’s like to work at Children’s Wisconsin: https://www.instagram.com/lifeatcw/

This position is a full-time, 2nd shift, 3:30pm – 12am, role that would include working rotating weekends.

Job Summary-

Call Center Operator (CCO) is responsible for operating a variety of systems to support and coordinate incoming and outgoing calls, paging, alarms, and emergency response. CCO is the essential link between callers and critical care, ensuring seamless, efficient, and caring communication 24/7.

Essential Functions-

- Responds to Automatic Call Distributor (ACD) calls, paging systems, emergency hotlines, and alarm devices to answer, connect and direct calls, overhead announcements, and to coordinate response to emergency situations.
- Maintains current knowledge of Children's Wisconsin policies and procedures and department Standards of Work (SOW) through regular, timely independent review of internal communication including emails, Newsbreak, and attendance at relevant meetings.
- Facilitates timely communication among in-house and on-call personnel, patients and caregivers during all types of situations using established schedules, contact lists, and safety protocols.
- Communicates department policies and procedures to callers, including patient families, management, and co-workers.
- Maintains and updates a variety of records, including but not limited to on-call schedules, directories, pager and PAS logs, repair reports and incident documentation.
- Notifies incoming shift personnel of any pending issues at shift change. Maintains a clean, organized and functional workspace.

Education:

- High School graduate or Certificate of General Educational Development (GED) or High School Equivalency Diploma (HSED) required

Experience:

- 1+ years Customer service experience in a high intensity/fast paced environment required

Knowledge, Skills and Abilities

- Strong communication skills with a clear, professional phone presence. Strong interpersonal abilities, with the capacity to interact effectively across all levels of the public, manage challenging interactions, and represent the organization in a professional manner.
- Communication and interpersonal skills necessary to communicate with all levels of public to convey information, manage difficult callers and represent the institution favorably.
- Detail oriented and able to focus during high-pressure scenarios.

Required for All Jobs:

- This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that may be requested in the performance of this job.
- Employment is at-will. This document does not create an employment contract, implied or otherwise.

Children's Wisconsin is an equal opportunity / affirmative action employer. We are committed to creating a diverse and inclusive environment for all employees. We treat everyone with dignity, respect, and fairness. We do not discriminate against any person on the basis of race, color, religion, sex, gender, gender identity and/or expression, sexual orientation, national origin, age, disability, veteran status, or any other status or condition protected by the law.

Certifications/Licenses: