Job Description

Locations: Gainesville, Florida

Categories: Office and Clerical

Req ID: 65814

Overview

The Contact Center Agent position works within a structured environment requiring sharp attention to detail, the ability to focus and maintain a calm demeanor under pressure. This position delivers excellent customer service while providing information to patients, hospital, faculty, staff and other health care providers in a 24/7 high volume operator call center environment. The position will perform a variety of tasks including, intake triage and activating hospital emergency codes and alerts ( Code Blue/SWAT/Stemi Alerts) and priority notifications based on knowledge of administrative protocols and UF Health policies and procedures.

Qualifications

Minimum Education and Experience Requirements

• High school diploma or equivalent required.
• One (1) year of experience working with computers in a customer service or clerical office environment required. This requirement may be substituted with an Associate’s degree.
• Strong verbal and written communication skills required.
• Previous experience as a 911 operator, hospital operator, or call center representative preferred, particularly in a healthcare-related environment.
• Experience working with multi-line telephone systems preferred.
• Demonstrated ability to use computer systems with a high degree of accuracy and efficiency.
• Proficiency in using multiple computer applications simultaneously.
• Ability to remain calm, professional, and effective when working under pressure or responding to emergency, critical, or unusual situations.
• Ability to communicate clearly and effectively with patients, callers, and healthcare professionals.
• Demonstrated ability to multitask, recognize and respond to changing priorities, and make timely and accurate decisions.
• Ability to work independently with minimal direct supervision.
• Ability to speak and hear clearly and effectively perform the essential functions of the position.
• Ability to manage stress appropriately in a fast-paced environment.
• Working knowledge of medical terminology preferred.

Motor Vehicle Operator Designation

Employees in this position will not operate vehicles for an assigned business purpose.

Licensure, Certification, or Registration

None required.