Nemours is looking for full-time 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. This position requires a flexible schedule. The Switchboard Operator receives and triages incoming calls within a call center enviroment located at the hospital in Wilmington, DE.

Schedule: Monday 1030-7 Tuesday Off Wednesday 3-1130p Thurs and Friday 1030-7p And E/O weekend 3-1130p

Must be flexible/open to cover additional or another shift. Days/Nights shifts vary according to call coverage needs, as we are a 24/7/365 Team. As such, you may be called upon and expected to fill in for vacation requests as well as in the moment call-out needs.

Essential Functions:

• Promptly answers incoming calls, asks appropriate questions to properly direct or triage 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.

• 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:

Education: High School Diploma

Customer service-related experience required

Call Center experience highly preferred

Job requirements

• High School Diploma/GED required
• COVID 19 Vaccine Required
• Flu Shot Required

Preferred dress code

Casual (come as you are, but please be presentable)

About Nemours Children's Health

As one of the nation's premier pediatric health care systems, we've made a promise to do whatever it takes to prevent and treat even the most disabling childhood conditions. It's a promise that extends beyond our nationally recognized clinical treatment to an entire integrated spectrum of research, advocacy, education, and prevention.

Equity, diversity, and inclusion guide our growth and strategy. We are looking for individuals who are passionate about, and committed to, leading efforts to provide culturally relevant care, reducing health disparities, and helping build a diverse and inclusive environment. All Nemours Associates are expected to ensure that these philosophies are embedded in their day-to-day work with colleagues, patients and families.

Nemours aspires to have its workforce and providers reflect the rich diversity of the communities we serve. Candidates of diverse backgrounds, race and ethnicity, religion, age, gender, sexual orientation, and those committed to working with diverse populations and conversant in multicultural values are strongly encouraged to apply.

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