Call Center - Agent

  • Location:

    Newark, California

  • Category:

    Call Center Agent

  • Type:


  • Pay Rate:

    $20+/hr DOE

  • Contact:

    Lisa Taguchi

  • ID:


  • Published:

    about 1 month ago

  • Expiry date:


  • Start Date:


  • Consultant:



The Access Operations Contact Center positions are a flexibly staffed career ladder consisting of four levels. Individuals are appointed to the appropriate level based on management’s assessment of their job-related knowledge, competencies, education, experience, and other relevant considerations against the minimum qualifications for each level.


Flexible staffing exists when a job family has two or more levels and an employee can be initially appointed to any level in the job and subsequently promoted from one level to another without a requisition.


Major characteristics of a flexibly staffed career ladder are:

  • Ability to recruit for and hire employees at any level in the job family.
  • Ability to recognize performance and to promote staff based on demonstrated competencies (i.e., knowledge, skills, and abilities).
  • Option to promote from one level of a job to the next without having to open a requisition to post the job as being vacant, provided that:
    • The employee meets the minimum qualifications for appointment to the higher level; and
    • A business need exists for the employee to perform work at the higher level.



Essential Functions


The essential functions listed are typical examples of work performed by positions in this job classification, and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities.  Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility.  Employees may also perform other duties as assigned.

  • Employees must abide by all Joint Commission requirements including, but not limited to, sensitivity to cultural diversity, patient care, patients’ rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings.
  • Employees must perform all duties and responsibilities in accordance with the C-I-CARE Standards of the Hospital. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions.



CONNECT with people by calling them their proper name, or the name they prefer (Mr., Mrs., Dr.)


INTRODUCE yourself and your role.


COMMUNICATE what you are going to do, how long it will take, and how it will impact the patient.


ASK permission before entering a room, examining a patient, or undertaking an activity.


RESPOND to patient’s questions or requests promptly; anticipate patient needs.


EXIT courteously with an explanation of what will come next.



The functions performed by employees in this job family will vary by level or the area(s) to which assigned, but may include (and not be limited to) the following


  1. Respond to a high-volume of incoming and outgoing telephone calls and faxed referrals
  2. Assist patients in registering, scheduling, changing, and canceling appointments
  3. Facilitate communication between the patient and the physician or clinic
  4. Deliver expert knowledge regarding clinic-specific processes
  5. Accurately document and route calls to the proper department
  6. Identify urgent customer needs or operational issues, and escalate appropriately
  7. Maintain respect and composure when speaking with customers
  8. Efficiently navigate medical records and ensure patient information is up-to-date and accurately entered in the correct location
  9. Communicate with care team and support staff on various patient issues
  10. Meet all regulatory and compliance standards
  11. Deliver high-level of customer service
  12. Follow documented protocols and guidelines
  13. Meet and exceed departmental quality assurance standards
  14. Use reference documents and online knowledgebase tools to clearly articulate accurate information regarding SHC services
  15. Adhere to work schedules including breaks and lunches
  16. Use functionality of the telephone system as required
  17. Other departmental duties as assigned


Knowledge, Skills and Abilities


These are the observable and measurable attributes and skills required to successfully perform the essential functions of the job and are generally demonstrated through qualifying experience, education, or licensure/certification.


  • Type 40 words per minute
  • Excellent customer service skills
  • Knowledge of basic medical terminology
  • Demonstrated knowledge of proper English grammar in speaking and writing
  • Effectively listen to resolve patient’s/customers inquiries
  • Maintain respect and composure in stressful situations
  • Navigate complex software tools and accurately input data
  • Effectively document caller notes into the medical record
  • Ability to adjust communication to fit the needs and level of understanding of the receiver
  • Ability to apply business logic to resolve patient/customer issues while managing multiple priorities


Physical Requirements/Working Conditions



  • Physical Requirements: Ability to sit or stand for long periods of time while speaking with customers over the telephone, and frequently performing desk-based computer tasks.
  • Working Conditions: Work is primarily performed in an office setting that is adequately lighted, heated and ventilated.


Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job



  • Category/Description:  Category III - Tasks that involve NO exposure to blood, body fluids or tissues, and Category I tasks that are not a condition of employment