Access Center Operator (Call Center)

Wilmington, Delaware, Nemours is looking for customer-service oriented individuals to join its growing Switchboard team. As a member of this team, you will serve as the first point of contact for patients entering Nemours Healthcare System. Essential Functions: Promptly answers incoming calls, asks appropriate questions to properly direct the call. Makes outbound calls when follow-up is needed. Provide a smooth transition for all internal and external customers by utilizing excellent customer service skills and effective communication. Ensure urgent calls are handled with priority and escalation processes are utilized when necessary. Practice de-escalation and service recovery methods. Utilizes all available resources so calls are directed timely and accurately. Always offer specific directions when applicable. Stay up-to-date on provider and appointment scheduling changes.

Interact with coworkers and clinic personnel in a professional manner. Communicates effectively with patients, physicians, and other departments regarding delays. Consistently achieve team metric standards and expectations. Brings forth any compliance /ethic issues and recommendations for operational improvement. Additional miscellaneous duties and responsibilities may be assigned from time to time by your supervisor. Demonstrate reliability in daily work practices with a clear understanding of Nemours policies and procedures. Requirements: Excellent communication and problem-solving skills Delivery of quality customer service Strong computer skills and ability to navigate multiple screens while talking Consistently display a professional demeanor Maintain or exceed minimum quantitative and qualitative performance metrics Complete annual training Qualifications: Education: High School Diploma Experience: Customer service, call center preferred The switchboard team many times the first contact that a family is introduced to the Nemours Healthcare System. We need to do everything possible to ensure that interaction is a positive one. Our dedication to professionals who are dedicated to children frequently earns Nemours a spot on the list of top workplaces in the communities we serve. Our Associates enjoy comprehensive benefits, including our unique ‘Bridge to a Healthy Future’ pediatric health plan, an integrated wellness program, opportunities for professional growth, and much more.

As an equal opportunity employer, Nemours focuses on the best-qualified applicants for our openings.

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