Call Center Representative

JOB The Call Center Representative is responsible for handling calls that come into Delaware County Health Department’s call center operations and providing accurate information to each caller. This Call Center is operated out of the Delaware County Health Department five days a week to provide support to the clinical community and the public. This role will be responsible for responding to both calls and emails during specific shifts and assisting in scheduling of clinic appointments. This is an hourly, nonexempt position. EXAMPLE OF DUTIES Answers and manages calls that come into the Call Center during each assigned shift.Answer and manage emails that come into the Call Centers inbox during each assigned shift.Enter all contacts into the database for tracking calls and follow procedures for reporting issues.Refer callers to the appropriate department staff or external resource efficiently and professionally prioritizing a warm and responsive customer service approach.Communicate trends and recurring issues to the Call Center Coordinator in a timely and clear manner.Refer crisis calls to appropriate resources quickly and calmly keeping the Call Center Coordinator informed and requesting support as needed.Keep up to date on information and resources available across the county for providers and the general public.Connect callers and emails with clinical providers in consultation with the Call Center Coordinator.Utilize call center software to track all contacts.Assists callers in scheduling of clinic appointments.Participate in mandatory department meetings and assignments per accreditation requirements, including workgroups and continuous quality improvement initiatives.Performs all other duties, tasks and special projects as assigned. SUPPLEMENTAL INFORMATION ** Delaware County requires all employees be up to date for COVID-19 vaccination. Proof of vaccination must be submitted before a candidate’s start date if hired.