Clerical Switchboard Operator

It's inspiring to work with a company where people truly BELIEVE in what they're doing!
When you become part of the Chapters Health Team, you'll realize it's more than a job. It's a mission. We're committed to providing outstanding patient care and a high level of customer service in our communities every day. Our employees make all the difference in our success!
This is an onsite position; however, candidate would be able to work at the affiliate location of their choice.
Role:
This position is responsible for answering and routing external and internal switchboard calls to Chapters Health System, incorporating strong communication skills, clear speech, and active listening skills to provide exceptional customer service. Accurately and quickly route calls to the correct destination.
Qualifications:

• High school diploma or G.E.D. required.
• Two or more years of general office experience preferred.
• Good computer skills required, to include, MS Word, Excel, and Outlook.
• Valid Florida Driver's License and required auto liability insurance.

Competencies:
•Satisfactorily complete competency requirements for this position.
Job Responsibilities:

• Efficiently answer and direct large volume of inbound calls in a timely manner. Calls to be answered within three rings.
• Provide exceptional customer service to every caller. Identify self and your position using a warm, welcoming tone.
• Actively listen and determine each caller's needs/reason for call.
• Assure caller of your ability and desire to assist. Before transfer, thank caller for contacting us.
• Identify the correct affiliate or department needed, utilizing electronic system and other available tools.
• Transfer to appropriate destination, following specific workflow processes.
• Provide assistance to all callers. May provide direct assistance for routine inquiries, transfers calls or take messages.
• WARM transfer emergency or complaint calls to live staff member.
• Offer a sincere statement of empathy as appropriate based on the emotional state of the caller.
• Consistently clock in and be ready to take calls at beginning till end of shift.
• Flexibly adapt work schedule to meet changing business needs, after adequate notification.
• Performs other duties as assigned, including but not limited to data entry, assistance in mailings and assembly of manuals or other collateral.

Responsibilities of all employees:
•Represent the Company professionally at all times through care delivered and/or services provided to all clients.
•Comply with all state, federal and local government regulations, maintaining a strong position against fraud and abuse.
•Comply with Company policies, procedures and standard practices.
•Observe Company health, safety and security practices.
•Promote the Company through participation in community and professional organizations.
•Participate proactively in improving performance at the organizational, departmental and individual levels.
•Improve own professional knowledge and skill level.
•Advance electronic media skills.
•Support Company research and educational activities.
•Share expertise with co-workers both formally and informally.
•Participate in Quality Assessment Performance Improvement activities as appropriate for the position.