Switchboard/Contact Center

Job Overview

Join us in providing and supporting outstanding care to our patients and community!

This is much more than a switchboard role. If you like the satisfaction of providing great customer service and resolution – whether it’s a simple phone call or the urgency of dealing with an emergency code call that cannot wait – this position is a nice mix of both!! If you like a broad customer base, this position will provide you with that as well – callers will vary from patients and family members to doctors and other health care providers (and everything in between). Your day will go by fast, but you will have a sense of satisfaction having worked through each situation and providing the customer service that Fairview strives to provide. This position will work in our Contact Center located out of our Midway Campus in St. Paul, MN. This site provides free street level lot parking along with 24x7 security to provide safety to our employee and visitors.

Fairview is an award-winning nonprofit health care system with more than 24,000 employees and 2,300 aligned physicians. Based in Minneapolis, we provide exceptional, coordinated health care-from preventing illness and injury, to dealing with the most complex medical conditions. Hardworking, innovative, dedicated employees are critical to our future as we seek to improve the health of the communities we serve.

Position Schedule

This position is a NON-benefits-eligible, full-time (.3 FTE/24 hours in a two-week pay cycle) with primary schedule (after training period) as follows

• Week One: 5:00 pm to 9:00 pm on Tuesday, Wednesday and 8:30 am to 5:00 pm on Saturday
• Week Two: 5:00 pm to 9:00 pm on Tuesday and Wednesday

This position will work every other weekend and holidays will be required on a rotation.

Paid Training Schedule (the first 4 weeks will be training and the schedule is as follows)

• Weeks 1 & 2 : Monday thru Friday 8:00 am to 4:30 pm
• Weeks 3 & 4 : Monday thru Friday 10:30 am to 7:00 pm

Responsibilities

• Answer all incoming phone calls from our 10 metro hospitals 24x7
• A ssist physicians, patients, staff and visitors with their needs
• Acts as a liaison for afterhours physician answering services
• Activates time sensitive emergency codes across our system
• Operation of PC windows-based computers and related applications
• Ability to handle high volume of phone calls
• Utilize s paging application s to communicate to provider s and hospital response teams
• Effectively copes with change; comfortably adjusts to alterations in work activities; able to decide and act with limited information; effectively handles risk and uncertainty in ambiguous situations.
• Performs overhead announcements a t our hospitals
• Prioritizes the customer experience and acts with customers in mind in all situations, dedicated to meeting the expectations and requirements of internal and external customers.
• Shown ability to provide care or service adjusting approaches to reflect developmental level and cultural differences of population served.

Required

• Six months or more experience in customer service
• Data entry/keyboarding skills •

Ability to multi-task

•

Ability to work independently

•

Good time management skills

Preferred

• Post secondary education
• One or more years call center customer service experience
• One or more years customer service in a health care setting using medical terminology

---

T

Week 1 - Tue, Wed 5p-9p, Sat 830a-5pWeek 2 - Tue, Wed 5p-9p

Responsibilities

• Answer and complete calls from multiple sites in a positive and professional manner
• Communicates appropriate written and verbal information in a clear, concise, accurate and considerate manner as recorded, observed or documented by peers and supervisors.
• Monitors numerous alarm systems, following standard protocol for communication and resolution of the issue.
• Ability to act quickly to ensure dispatch of emergency response teams in a timely manner, following standard protocols for each code, includes ability to overhead page in a clear calm manner.
• Ability to answer calls and act as the answering service contact for clinics and specialties, ensuring accuracy of information and ability to relay information in a timely and accurate manner to the appropriate physician or clinician.
• Provide pager repair and programming
• Maintains confidentiality in all aspects of the job. Information from patient medical records is not revealed or relayed to others except in accordance with policy.
• Organization Expectations, as applicable:
• Demonstrates ability to prioritize the customer experience and act with customers in mind in all situations.
• Establish and maintain trusting and respectful relationships with customers.
• Communicates in a respective manner.
• Ensures a safe, secure environment.
• Effectively cope with change, comfortably adjusting to alterations in work.
• Ability to decide and act with limited information
• Ability to share information and expertise with peers to ensure customer satisfaction
• Takes actions to meet customer needs/desires with respect to customer diversity
• Fulfills all organizational requirements
• Completes all required learning relevant to the role
• Complies with and maintains knowledge of all relevant laws, regulation, policies, procedures and standards.
• Support the mission and vision
• Fosters a culture of improvement, efficiency and innovative thinking.
• Once the skills are mastered, employees with a 0.6 FTE or higher will be trained to perform Level II responsibilities: including inpatient consults. This will be on an as needed based due to business needs.
• Performs other duties as assigned

Required Qualifications

• 6-12 months customer service experience
• Data entry/keyboarding skills
• Ability to multi-task
• Ability to work independently
• Good time management skills

Preferred Qualifications

• Post-Secondary Education
• 1 to 2 years customer service experience
• Previous work in medical field or with medical terminology

Benefit Overview

Fairview offers a generous benefit package including but not limited to medical, dental, vision plans, life insurance, short-term and long-term disability insurance, PTO and Sick and Safe Time, tuition reimbursement, retirement, early access to earned wages, and more! Please follow this link foradditional information: https://www.fairview.org/careers/benefits/noncontract

Compensation Disclaimer

An individual's pay rate within the posted range may be determined by various factors, including skills, knowledge, relevant education, experience, and market conditions. Additionally, our organization prioritizes pay equity and considers internal team equity when making any offer. Hiring at the maximum of the range is not typical. If your role is eligible for a sign-on bonus, the bonus program that is approved and in place at the time of offer, is what will be honored.

EEO Statement

EEO/Vet/Disabled: All qualified applicants will receive consideration without regard to any lawfully protected status

Join us in providing and supporting outstanding care to our patients and community!

This is much more than a switchboard role. If you like the satisfaction of providing great customer service and resolution - whether it's a simple phone call or the urgency of dealing with an emergency code call that cannot wait - this position is a nice mix of both!! If you like a broad customer base, this position will provide you with that as well - callers will vary from patients and family members to doctors and other health care providers (and everything in between). Your day will go by fast, but you will have a sense of satisfaction having worked through each situation and providing the customer service that Fairview strives to provide. This position will work in our Contact Center located out of our Midway Campus in St. Paul, MN. This site provides free street level lot parking along with 24x7 security to provide safety to our employee and visitors.

Fairview is an award-winning nonprofit health care system with more than 24,000 employees and 2,300 aligned physicians. Based in Minneapolis, we provide exceptional, coordinated health care-from preventing illness and injury, to dealing with the most complex medical conditions. Hardworking, innovative, dedicated employees are critical to our future as we seek to improve the health of the communities we serve.

Position Schedule

This position is a NON-benefits-eligible, full-time (.3 FTE/24 hours in a two-week pay cycle) with primary schedule (after training period) as follows

• Week One: 5:00 pm to 9:00 pm on Tuesday, Wednesday and 8:30 am to 5:00 pm on Saturday
• Week Two: 5:00 pm to 9:00 pm on Tuesday and Wednesday

This position will work every other weekend and holidays will be required on a rotation.

Paid Training Schedule (the first 4 weeks will be training and the schedule is as follows)

• Weeks 1 & 2 : Monday thru Friday 8:00 am to 4:30 pm
• Weeks 3 & 4 : Monday thru Friday 10:30 am to 7:00 pm

Responsibilities

• Answer all incoming phone calls from our 10 metro hospitals 24x7
• A ssist physicians, patients, staff and visitors with their needs
• Acts as a liaison for afterhours physician answering services
• Activates time sensitive emergency codes across our system
• Operation of PC windows-based computers and related applications
• Ability to handle high volume of phone calls
• Utilize s paging application s to communicate to provider s and hospital response teams
• Effectively copes with change; comfortably adjusts to alterations in work activities; able to decide and act with limited information; effectively handles risk and uncertainty in ambiguous situations.
• Performs overhead announcements a t our hospitals
• Prioritizes the customer experience and acts with customers in mind in all situations, dedicated to meeting the expectations and requirements of internal and external customers.
• Shown ability to provide care or service adjusting approaches to reflect developmental level and cultural differences of population served.

Required

• Six months or more experience in customer service
• Data entry/keyboarding skills •

Ability to multi-task

•

Ability to work independently

•

Good time management skills

Preferred

• Post secondary education
• One or more years call center customer service experience
• One or more years customer service in a health care setting using medical terminology

---

T

Week 1 - Tue, Wed 5p-9p, Sat 830a-5pWeek 2 - Tue, Wed 5p-9p

Responsibilities

• Answer and complete calls from multiple sites in a positive and professional manner
• Communicates appropriate written and verbal information in a clear, concise, accurate and considerate manner as recorded, observed or documented by peers and supervisors.
• Monitors numerous alarm systems, following standard protocol for communication and resolution of the issue.
• Ability to act quickly to ensure dispatch of emergency response teams in a timely manner, following standard protocols for each code, includes ability to overhead page in a clear calm manner.
• Ability to answer calls and act as the answering service contact for clinics and specialties, ensuring accuracy of information and ability to relay information in a timely and accurate manner to the appropriate physician or clinician.
• Provide pager repair and programming
• Maintains confidentiality in all aspects of the job. Information from patient medical records is not revealed or relayed to others except in accordance with policy.
• Organization Expectations, as applicable:
• Demonstrates ability to prioritize the customer experience and act with customers in mind in all situations.
• Establish and maintain trusting and respectful relationships with customers.
• Communicates in a respective manner.
• Ensures a safe, secure environment.
• Effectively cope with change, comfortably adjusting to alterations in work.
• Ability to decide and act with limited information
• Ability to share information and expertise with peers to ensure customer satisfaction
• Takes actions to meet customer needs/desires with respect to customer diversity
• Fulfills all organizational requirements
• Completes all required learning relevant to the role
• Complies with and maintains knowledge of all relevant laws, regulation, policies, procedures and standards.
• Support the mission and vision
• Fosters a culture of improvement, efficiency and innovative thinking.
• Once the skills are mastered, employees with a 0.6 FTE or higher will be trained to perform Level II responsibilities: including inpatient consults. This will be on an as needed based due to business needs.
• Performs other duties as assigned

Required Qualifications

• 6-12 months customer service experience
• Data entry/keyboarding skills
• Ability to multi-task
• Ability to work independently
• Good time management skills

Preferred Qualifications

• Post-Secondary Education
• 1 to 2 years customer service experience
• Previous work in medical field or with medical terminology

$20.83- $29.40 Hourly