Contact Center Representative II

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Do you envision finding a meaningful role with an inclusive and compassionate team? At Children’s Mercy, we believe in making a difference in the lives of all children and shining a light of hope to the patients and families we serve. Our employees make the difference, which is why we have been recognized by U.S. News & World Report as a top pediatric hospital, for eleven consecutive years.

 

Children’s Mercy is in the heart of Kansas City – a metro abounding in cultural experiences, vibrant communities and thriving businesses. This is where our patients and families live, work and play. This is a community that has embraced our hospital and we strive to say thanks by giving back. As a leader in children’s health, we engage in meaningful programs and partnerships throughout the region so that we can improve the lives of children beyond the walls of our hospital.

Overview

Provides world class customer service to those calling Children's Mercy Kansas City and the Nurse Advice Line number. Monitors major medical alarms, handles emergency response activations (Code Calls/Trauma pages). Aides in the revision of hospital directories to assure that staff phone and pager numbers, on-call directories, intranet directories, community physician and departmental directories are correct and up-to-date. Pages appropriate providers and clinics when necessary. Obtains patient demographic and contact information for parents requesting to speak with a nurse. Inputs information into nurse advice line triage system accurately and efficiently.

 

At Children’s Mercy, we are committed to ensuring that everyone feels welcomed within our walls. A successful candidate for this position will join us as we strive to create a workplace that reflects the community we serve, as well as our core values of kindness, curiosity, inclusion, team and integrity.

 

Additionally, it’s important to us that we remain transparent with all potential job candidates. Because we value the safety of the patients and families we serve, as well as the Children’s Mercy staff, we want to let you know that the seasonal influenza vaccine is a condition of employment for all employees in our organization. New employees must be willing to be vaccinated if found non-immune to measles, mumps, rubella (MMR) and chicken pox (varicella) and/or without evidence of tetanus, diphtheria, acellular pertussis (Tdap) vaccination since 2005. If you are selected for this position, you will be asked to supply your immunization records as proof of vaccination. If you and have any concerns about receiving these vaccines, medical and/or religious exemptions can be further discussed with Human Resources.

Responsibilities

• Answers and processes all incoming calls to the Nurse Advice Line. Handles patient, clinic, provider staff information calls. Communication is according to call quality standards, is patient/parent friendly, and incorporates Service Excellence and shared values
• Processes admin work between calls.
• Pages personnel by pager or overhead paging system. Maintains spare pagers for hospital personnel;exchanges and programs pagers as needed.
• Responds to emergency situations. Monitors alarms and notifies appropriate personnel. Acts as communication hub in emergent situations.

Qualifications

• HS diploma or equivalent and 3-5 years experience prior work experience in the same job and/or 3-5 years’ experience in Customer Service or Call Center related job or
• Associate's Degree and No Experience necessary / On-the-Job Training

Starting Pay

Our pay ranges are market competitive. The pay range for this job begins at $18.74/hr, but your offer will be determined based on your education and experience.

 

 

EEO Employer/Disabled/Vet

Children’s Mercy hires individuals based on their job skills, expertise and ability to maintain professional relationships with fellow employees, patients, parents and visitors. A personal interview, formal education and training, previous work experience, references and a criminal background investigation are all factors used to select the best candidates. The hospital does not discriminate against prospective or current employees based on the race, color, religion, sex, national origin, age, disability, creed, genetic information, sexual orientation, gender identity or expression, ancestry or veteran status. A drug screen will be performed upon hire. Children’s Mercy is smoke and tobacco free.

 

CM is committed to creating a workforce that supports the diverse backgrounds of our patients and families. We know that our greatest strengths come from the people who make up our team, so we hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our hospital stronger and our patient care more compassionate.

 

If you share our values and our enthusiasm for service, you will find a home at CM. In recruiting for our team, we welcome the unique contributions that you can bring, including education, ideas, culture, and beliefs.