Knowledge and Skills Required:

1. Demonstrates through behavior Kettering Health’s mission, vision, and service standards as outline in the organization’s training.
2. Attention to detail and ability to take initiative and resolve inquiries and issues.
3. Ability to listen and document notes simultaneously.
4. Maintains high energy and positive attitude.
5. Demonstrates appropriate customer-care skills such as empathy, active listening, courtesy, politeness, helpfulness and other skills as identified to a variety of customers including consumers, clinic staff, physicians, colleagues and leaders.
6. Ability to remain calm under pressure and understand the needs of the customer.
7. Ability to read, analyze, and interpret verbal and written instructions.
8. Displays a desire to continuously learn, improve service delivery, and work in a team environment.
9. Demonstrates regular, consistent and punctual attendance.
10. Adhere to all established workflows, scripting, and department greetings.
11. Achieves individual key department performance objectives such as quality assurance and productivity.

Qualification and Experience:

• High School Diploma or equivalent
• Must have the ability to perform as a collaborative team member.
• Ability to function in a fast-paced call center environment. While maintaining a respectful, caring, and professional manner.
• Ability to follow directions, accept orders and perform repetitive task.
• Demonstrate competency in working with a team and ability to effectively communicate with all levels.

Kettering Health is a not-for-profit system of 13 medical centers and more than 120 outpatient facilities serving southwest Ohio. We are committed to transforming the health care experience with high-quality care for every stage of life. Our service-oriented mission is in action every day, whether it’s by providing care in our facilities, training the next generation of health care professionals, or serving others through international outreach.