Duke is hiring: COMMUNICATION CTR OPERATOR I in Durham

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

JOB DESCRIPTION
Call center agent needed for major university and health system in a 24/7 operation. Responsible for answering telephone calls from the public and internal university/hospital system, facilitating communications throughout the hospital system through the use of multiple communication tools and systems. Serves as the Information Center for staff, physicians and the community.

Job Summary:
The Telephone Operator is responsible for answering all incoming calls to Duke University and Health System. Knowledge of business office procedures, grammar, spelling, punctuation, and typing skills are necessary. Skill in answering the telephone in a professional, pleasant, and helpful manner is required. Ability to speak clearly and concisely, read, understand, and follow oral and written instruction is essential.

Job Responsibilities:

1. Manage calls and information flow in a 24/7 in a large university and medical center setting.
2. Must have prior call center experience.
3. Be able to perform multiple tasks simultaneously, have excellent communication skills (good listening skill and clear diction).
4. Must have good judgment and decision-making skills (particularly in emergency situations).
5. Be able to receive and dispatch emergency code calls with accuracy and speed.
6. Customer service, confidentiality, strong comfort level with computers, basic knowledge of health care and medical terminology are essential.
7. Answer calls on a multi-line system, determine the caller's need, and transfer the call to the appropriate department.
8. Research within software database to determine how to assist the caller (department referrals, physicians, appointment line, etc.).
9. Having a clear, professional speaking voice and providing excellent customer service to all customers are key.
10. Screen telephone calls to ensure routing to the appropriate department or individual.
11. Ability to talk and type simultaneously.
12. Computer literate.
13. Typing speed of 40 WPM minimum with 90% accuracy.
14. Excellent spelling and customer service skills.
15. Exceptional phone etiquette.
16. Have a positive attitude.
17. MS Office knowledge required.
18. Bilingual is a plus.
19. Ability to work together as a team is a must.

Education:
High school education or GED.

Experience:
At least two years medical office experience required.
One year office switchboard experience required.
Basic computer and keyboarding skills required.
Must be available to work flexible days and hours.

JOB REQUIREMENTS
1-year minimum working experience in a Community Based Organization or Customer Service.

SKILLS PREFERRED:
Proficiency in written and verbal English and targeted language.
Exceptional customer service skills.
Professional telephone manner.
Proficiency in PC/MAC – working knowledge of Microsoft Office applications.
Ability to prioritize assignments to complete work in a timely manner.

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes.

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