Communication Center Representative 2

Hourly Pay Range:

$21.50 - $32.25 - The hourly pay rate offered is determined by a candidate's expertise and years of experience, among other factors.

• Position: Communication Center Representative II
• Location:  Warrenville, IL
• Part-Time 20 hours per week
• Monday- Friday: Every Mon, Tue, Wed, Fri 3:00pm-7:00pm, every Sat 5:00pm-9:00pm
• Holidays: Yes: 2 Holidays per year, 1 Summer Holiday and 1 Winter Holiday.

A Brief Overview:

The Communication Center Representative II, reporting to the Supervisor of the Communication Center, is responsible for advanced communication center functions, ensuring professionalism, accuracy, and high-quality customer service. This role manages a wide range of inbound and outbound calls from patients, staff, physicians, and the public, including escalated and complex inquiries. Duties include call processing, paging, scheduling/referral functions, recording messages, maintaining accurate logs, and updating on-call schedules. The Communication Center Representative II ensures that emergency codes and alerts are dispatched per protocol, and provides support in resolving system or communication issues.

This position serves as a subject matter resource for peers, assists with escalated situations, participates in assigned projects, and provides backup support in the absence of a lead or supervisor. The Senior Representative promotes customer satisfaction through professional conduct, timely responses, and accurate information while maintaining confidentiality and supporting departmental operations across multiple skillsets.

What you will do:

Call Management & Customer Service

• Manage a wide variety of inbound and outbound call types with professionalism and courtesy.
• Accurately document call details, deliver messages/pages promptly, and ensure proper call routing.
• Handle escalated or complex calls with empathy, demonstrating problem-solving skills and effective resolution.
• Provide accurate information to patients, staff, and physicians, maintaining confidentiality at all times.

Emergency Communication & Response

• Monitor and manage emergency code communications, ensuring timely notifications and accurate logging.
• Launch, track, and update emergency alerts and code group members per departmental protocol.

• Scheduling, Documentation & Escalation Support Maintain, update, and manage on-call schedules, ensuring accurate escalation paths. Support correspondence retrieval and call routing for new or existing patients. Serve as backup for lead/supervisor duties as assigned, including staff support and scheduling responsibilities.
• Process Improvement & Trend Analysis Track and analyze recurring issues, identify trends, and recommend service or process improvements. Assist leadership in maintaining department directories, logs, and process documentation.
• Operational Flexibility & Special Projects Participate in special projects and adapt to changing departmental priorities. Provide cross-functional support throughout the Communication Center, including weekend rotations.

What you will need:
Minimum Education Level:

• High School Diploma or GED required

Minimum Work Experience:

• Minimum of 1 year of related call center, customer service, or healthcare communication experience required

Knowledge, Skills and Abilities:

• Excellent verbal and written communication skills; active listening to understand caller needs and concerns.
• Ability to manage multiple computer applications while maintaining effective communication with callers.
• Strong critical thinking and problem-solving skills; able to resolve escalated or complex issues effectively.

• High attention to detail, ensuring accurate documentation and information delivery.

Benefits (full-time or part-time positions):

• Premium pay for eligible employees
• Career Pathways to Promote Professional Growth and Development
• Various Medical, Dental, and Vision options
• Tuition Reimbursement
• Free Parking at designated locations
• Wellness Program Savings Plan
• Health Savings Account Options
• Retirement Options with Company Match
• Paid Time Off and Holiday Pay
• Community Involvement Opportunities

Endeavor Health is a fully integrated healthcare delivery system committed to providing access to quality, vibrant, community-connected care, serving an area of more than 4.2 million residents across six northeast Illinois counties. Our more than 25,000 team members and more than 6,000 physicians aim to deliver transformative patient experiences and expert care close to home across more than 300 ambulatory locations and eight acute care hospitals – Edward (Naperville), Elmhurst, Evanston, Glenbrook (Glenview), Highland Park, Northwest Community (Arlington Heights) Skokie and Swedish (Chicago) – all recognized as Magnet hospitals for nursing excellence. For more information, visit www.endeavorhealth.org.  

When you work for Endeavor Health, you will be part of an organization that encourages its employees to achieve career goals and maximize their professional potential.

Please explore our website (www.endeavorhealth.org) to better understand how Endeavor Health delivers on its mission to “help everyone in our communities be their best”. 

Endeavor Health is committed to working with and providing reasonable accommodation to individuals with disabilities. Please refer to the main career page for more information.

Diversity, equity and inclusion is at the core of who we are; being there for our patients and each other with compassion, respect and empathy. We believe that our strength resides in our differences and in connecting our best to provide community-connected healthcare for all.

EOE: Race/Color/Sex/Sexual Orientation/ Gender Identity/Religion/National Origin/Disability/Vets, VEVRRA Federal Contractor.