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Telephone Operator 1 - Service Excellence (req4162)

Employer
University of Toledo
Location
Ohio, United States
Salary
Salary Not Specified
Date posted
Jan 13, 2022


Telephone Operator 1 - Service Excellence (req4162)
  • Employment Type: Staff - Contingent
  • Employee Class: Classif'd ContingentAFSCME HSC
  • Bargaining Unit: AFSCME
  • Shift: 1
  • Work Hours: 7am - 330 pm
  • Hours Per Week: 4
  • FTE: 0.1
  • Location: HSC Hospital
  • Department: Service Excellence
  • Number of Openings: 1
  • Salary Range: Starting hourly wage is $15.00
  • Grade: Classified AFSCME HSC - C1021
  • Float: N/A
  • Rotate: Yes
  • On Call: N/A
  • Travel: N/A
  • Weekend/Holiday: Yes
  • Requisition ID: req4162
  • Position Control Number (PCN): H92531
  • Posting Period: Open until filled
To promote the highest levels of health and well-being, the University of Toledo campuses are tobacco-free. To further this effort, the University of Toledo Health Science Campus Medical Center is requiring candidates for employment to be nicotine-free. Pre-employment health screening requirements will include cotinine (nicotine) testing, as well as drug and other required health screenings for the position. The employment offer is conditional upon successful completion of a cotinine test and Occupational Health clearance.

Position Description:

Under general supervision by the Supervisor, provides assistance and information to consumers, business associates, patients, attending and resident physicians, non-UTMC physicians/offices, hospital staff, and the general public in response to requests and inquiries received by telephone. Directs customer to internal and external resources. Provides assistance in resolving minor problems and questions by providing information as necessary to assure consistent customer satisfaction. Exhibits exemplary customer service. Presents a professional demeanor at all times, includes adherence to professional dress code. Serve as an ambassador of University of Toledo in the community, demonstrating the institution's values, services and mission.

Qualifications:

Education/experience/licensing:
  • High school diploma or GED required.
  • Understanding of medical terminology strongly preferred.
  • Acceptable level of experience in directly handling/diffusing emotion of aggravated callers and assisting such in a professional, calm manner.
  • Experience with MS Office Applications and Star.
  • One (1) courses or three (3) mos. experience in operating a switchboard system or automated call distribution system required. Intellidesk or other call center software applications preferred.
  • Willingness to comply fully with all organizational and departmental policies and procedures.
  • Minimum typing speed of 32 WPM.
  • Knowledge of commonly-used training concepts, practices, and procedures required.
  • Maintain a positive and professional demeanor at all times.
  • Flexibility to attend seminars and other educational training forums at other locations.
Communication and other required skills:
  • Communicate effectively both verbally and in writing.
  • Excellent public relations skills.
  • Satisfactory participation in an acceptable, formal customer service training program within six months of hire.
  • Computer keyboard & data entry experience.
  • Ability to handle sensitive inquiries and contacts.
  • Ability to learn TDY/TDD phone line.
  • Ability to self-empower; to make decisions to assist callers with healthcare and other needs as they relate to the University of Toledo Medical Center.
  • Ability to deal with stressful emergency situations.


Working Conditions:

Job requires continual sitting in a small office working on a computer terminal. Office is shared with several other staff members. No exposure to unpleasant and/or hazardous working conditions. Stressful emergency situations may arise. May be expected to work alone. Hours and days will vary depending on staffing needs. May rotate shifts and shall be expected to work rotating weekends and/or holidays.

The above list of duties is intended to describe the general nature and level of work performed by people assigned to this classification. It is not to be construed as an exhaustive list of duties performed by the people so classified, nor is it intended to limit or modify the right of any supervisor to assign, direct and control the work of employees under his/her supervision.

The University of Toledo is an equal opportunity, affirmative action employer. The University of Toledo does not discriminate in employment, educational programs, or activities on the basis of race, color, religion, sex, age, ancestry, national origin, sexual orientation, gender identity and expression, military or veteran status, disability, familial status, or political affiliation.

The University of Toledo provides reasonable accommodation to individuals with disabilities. If you require accommodation to complete this application, or for testing or interviewing, please contact the Human Resources Department at 419-530-4747 between the hours of 8:30AM and 5:00PM or apply online for anaccommodation request .

Computer access is available at most public libraries and at the Office of Human Resources located in the Center for Administrative Support on the Main Campus of the University of Toledo.

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