Contact Center Operator (Night Shift)
Contact Center Operator (Night Shift)
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Job Description
Discover Vanderbilt University Medical Center: Located in Nashville Tennessee and operating at a global crossroads of teaching discovery and patient care VUMC is a community ofindividuals who come to work each day with the simple aim of changing the world. It is a place where your expertise will be valued your knowledge expanded and your abilities challenged. Vanderbilt Health is committed to an environment where everyone has the chance to thrive and where your uniquenessis sought and celebrated. It is a place where employees know they are part of something that is bigger than themselves take exceptional pride in their work and never settle for what was good enough yesterday. Vanderbilts mission is to advance health and wellness through preeminent programs in patient care education and research.
Organization:
VUMC IT OPSVCS3Job Summary:
The Contact Center Operator provides contact center services including but not limited to inbound call facilitation paging services messaging services and on-call services to VU VUMC and Monroe Carell Jr. Childrens Hospital at Vanderbilt.(Note: Work hours are Monday - Friday Nights from 7:30pm - 6am)
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KEY RESPONSIBILITIES
Directs incoming calls and pages to appropriate parties
Provides after-hours answering for entities within VU VUMC and clinics and Monroe Carell Jr. Childrens Hospital at Vanderbilt
Maintains and provides on-call information
Executes overhead paging services including STAT calls patient emergencies alerts mass casualties and other disasters as well as non-emergent overhead paging announcements as approved by the hospital administration
Contributes recommendations to processes and procedures in accordance with the contact centers quality and productivity goals
Monitors processes and procedures to assure proper maintenance of applications and databases maintaining the integrity of all systems
Clarifies monitors and reports equipment and systems issues
Researches and resolves customer issues
Attends and participates in staff meetings
Assists management with service delivery statistics and reports
Participates in training and professional development initiatives
Participates in Work Area Recovery activities
About the Department:
VUMC IT
VUMC IT provides hardware software and service solutions for the entire Medical Center. With over 40000 workstations in the Medical Center our teams can assist not only with hardware support but alsosoftware and application support and services to enhance security and protection of your information.
Our professional administrative functions include critical supporting roles in information technology and informatics finance administration legal and community affairs human resources communications and marketing development facilities and many more.
At our growing health system we support each other and encourage excellence among all who are part of our workforce. High-achieving employees stay at Vanderbilt Health for professional growth appreciation of benefits and a sense of community and purpose.
Core Accountabilities:
* Organizational Impact: Performs tasks that are typically routine that may impact teams performance with occasional guidance. * Problem Solving/ Complexity of work: Utilizes some discretion and research to solve routine problems. * Breadth of Knowledge: Applies knowledge of standards established processes and procedure that apply to your own job. * Team Interaction: Provides guidance to entry level co-workers.Core Capabilities :
Supporting Colleagues : Develops Self and Others: Continuously improves own skills by identifying development opportunities.- Builds and Maintains Relationships: Seeks to understand colleagues priorities working styles and develops relationships across areas.- Communicates Effectively: Openly shares information with others and communicates in a clear and courteous manner. Delivering Excellent Services: - Serves Others with Compassion: Invests time to understand the problems needs of others and how to provide excellent service.- Solves Complex Problems: Seeks to understand issues solves routine problems and raises proper concerns in a timely manner. - Offers Meaningful Advice and Support: Listens carefully to understand the issues and provides accurate information and support. Ensuring High Quality: - Performs Excellent Work: Checks work quality before delivery and asks relevant questions to meet quality standards. - Fulfills Safety and Regulatory Requirements: Demonstrates basic knowledge of conditions that affect safety and reports unsafe conditions to the appropriate person or department. Managing Resources Effectively : - Demonstrates Accountability: Takes responsibility for completing assigned activities and thinks beyond standard approaches to provide high-quality work/service. - Stewards Organizational Resources: Displays understanding of how personal actions will impact departmental resources. - Makes Data Driven Decisions: Uses accurate information and good decision making to consistently achieve results on time and without error. Fostering Innovation : - Generates New Ideas: Willingly proposes/accepts ideas or initiatives that will impact day-to-day operations by offering suggestions to enhance them. - Applies Technology: Absorbs new technology quickly; understands when to utilize the appropriate tools and procedures to ensure proper course of action. - Adapts to Change: Embraces changes by keeping an open mind to changing plans and incorporates change instructions into own area of work.Position Qualifications:
Responsibilities:
Certifications:
Work Experience:
Relevant Work ExperienceExperience Level:
2 yearsEducation:
High School Diploma or GEDVanderbilt Health is committed tofosteringan environment where everyone has the chance to thrive and is committed to the principles of equal opportunity. EOE/Vets/Disabled.
Employment Type
Full-Time
