Job Description

Join the UPMC Hamot team as a Casual Call Center Agent and become a vital part of a fast-paced, mission-driven environment! In this flexible, primarily night-shift role, you’ll handle critical communications including emergency responses, after-hours support, and patient transfer coordination. Perfect for candidates who thrive on variety and want to make a meaningful impact—every call counts. If you're dependable, calm under pressure, and ready to support patients, families, and medical staff across the region, we want to hear from you! In this role, there is the opportunity to - Respond to emergency situations using overhead announcements, paging, phone calls, or mass notification software, following established protocols. Coordinate communication between UPMC Hamot and regional hospitals to ensure timely and quality patient transfers. Provide support to patients, families, and staff while maintaining strict confidentiality of all information. Utilize call center applications to manage call transfers, announcements, paging, after-hours answering, patient transfers, and scheduling. Serve as an after-hours answering service representative for Specialty and Primary Care agencies, adhering to physician office protocols. Report customer and staff complaints or concerns to the appropriate Call Center leadership for resolution. Manage the inventory of special needs equipment by tracking check-in/check-out activity and maintaining accurate records. Facilitate intra- and interdepartmental communication to support hospital operations and enhance service delivery. Required High School graduate or equivalent Two years experience in a position with direct public contact providing customer service Independent thinker Excellent communication and negotiation skills Ability to collaborate with diverse departments in high pressure situations Working knowledge of medical terminology Computer skills Preferred Call center experience Licensure, Certifications, and Clearances: UPMC is an Equal Opportunity Employer/Disability/Veteran UPMC

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