Contact Center Operator (Nights / Weekends) - Local / In Office

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 of individuals 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 uniqueness is 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. Vanderbilt’s mission is to advance health and wellness through preeminent programs in patient care, education, and research.

Organization:

VUMC IT OPSVCS3

Job 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 VUMC and Monroe Carell Jr. Children’s Hospital at Vanderbilt.

(Note: Work hours are Nights from 9:30pm - 6am, including weekends)

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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. Children’s 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 center’s 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

REQUIREMENTS:

• Technical support and/or call center support experience

• Two years of experience

About the Department:

VUMC IT

VUMC IT provides hardware, software and service solutions for the entire Medical Center. With over 40,000 workstations in the Medical Center, our teams can assist not only with hardware support, but also software 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 team's 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 qua