IT Hospital Contact Center Specialist

Position Summary

Location: Fully onsite- ORMC 

Shift: Varies- must be avaliable to work 1st, 2nd or 3rd shift- this team operates 24/7, 365(Monday-Sunday).

Must be avaliable to work our 2pm-10pm shift

At Orlando Health, we are ordinary people with extraordinary individuality, working together to bring help, healing and hope to those we serve. By daily embodying our over 100-year legacy, we reinforce our reputation as a trusted and respected healthcare organization that delivers professional and compassionate care to our patients, families and communities. Through our award-winning hospitals and ERs, specialty institutes, urgent care centers, primary care practices and outpatient facilities, our 27,000+ team members serve communities that span Florida’s east to west coasts and beyond.

ORLANDO HEALTH - BENEFITS & PERKS:

All Inclusive Benefits (start day one)

• Student loan repayment, tuition reimbursement, FREE college education programs, retirement savings, paid paternity leave, fertility benefits, back up elder and childcare, pet insurance, PTO/Holidays, and more for full time and part time employees.

Forbes Recognizes Orlando Health as a Best-In-State Employer

• Forbes has named Orlando Health as one of America's Best-In-State Employers for 2024. Orlando Health is the top healthcare organization in the Metro Orlando area to make the prestigious list. "We are proud to be named once again as a best place to work," said Karen Frenier, VP (HR). "This achievement reflects our positive culture and efforts to ensure that all team members feel respected, supported and valued.

Employee-centric

• Orlando Health has been selected as one of the “Best Places to Work in Healthcare” by Modern Healthcare

Position Summary 

The IT Hospital Contact Center Specialist is responsible for handling high call volumes related to patients, internal departments, and the community. The role requires exceptional customer service, proficient typing skills, and the capability to process codes and trauma calls promptly and accurately. Additionally, the operator must monitor various life-saving alarms and panels, manage Engineering and Clinical Engineering work requests, and page the appropriate technicians as needed.

Responsibilities

Essential Functions 

• Effectively manages a high volume of calls and tasks concurrently while maintaining composure in high-pressure scenarios, ensuring timely execution of required actions, and delivering exceptional customer service.
• Processes codes and trauma calls quickly and accurately.
• Monitors various alarm systems in the work area to quickly and efficiently notify appropriate personnel when an active alarm is received.
• Transfers callers to the correct room, department or individual with a warm handoff.
• Operates specialized computer systems, consoles, and a Mass Notification System for processing emergency messages, work orders, and service requests.
• Facilitates language interpretation between non-English speaking callers and interpreters to provide the assistance needed.
• Collects critical information from callers, including location, type of emergency, and other relevant details for responding team members or community medical services.
• Works closely with various site leaders, emergency response agencies, including law enforcement, fire departments, and emergency medical services, to ensure a coordinated response to incidents.
• Provides emotional support and reassurance to distressed callers during an emergency situation.
• Ability to read, interpret and follow processes, policies, and procedures, and other related documents.
• Dispatches appropriate personnel by radio or paging system.
• Delivers appropriate pages to physicians, on-call personnel, and other Orlando Health employees as needed.
• Familiar with HICS and able to function during emergency situations.
• Initiates overhead pages accurately and professionally.
• Maintains flexibility in work schedule in order to meet the needs of the department’s 24/7 operations, including weekend and night shifts.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
• Maintains compliance with all Orlando Health policies and procedures.
• Offers assistance to various leaders and staff members during escalations, involving Leadership as necessary.
• Provides assistance to staff with inquiries across various channels and in person to facilitate the efficient operation of the business. Any issues that arise will be escalated to Senior Leads or Leadership as necessary.
• Facilitates the posting of daily, weekend, and holiday on-call or schedule listings to ensure the team is equipped with updated information.

Other Related Functions 

• Maintains current schedules of on-call personnel as appropriate.
• Meets all Orlando Health mandatory and developmental requirements.
• Engages in regular drills and training exercises to prepare for various emergency scenarios, ensuring readiness to respond effectively when real emergencies arise.
• Assists with Hospital Emergency Response (HERT) activations to meet departmental needs.
• Monitors and evaluate staff calls for quality improvement efforts and Critical Success Factor statistics.
• Assumes responsibility for professional growth and development and continuing education.

Qualifications

Education/ Training 

• High School Graduate or equivalent required

Licensure/ Certification 

• None.

Experience

• Call center, customer service experience preferred