About Company
Beebe Healthcare is a not-for-profit community healthcare system with a medical center in Lewes, Delaware, and various campuses and satellite locations throughout Sussex County. With a focus on delivering the highest quality care and promoting the health of the community, Beebe Healthcare is dedicated to patient-centered care, innovation, and community well-being. We are proud to be a leader in healthcare services for residents and visitors of Southern Delaware, consistently striving for excellence and compassionate care.
Job Description
The Call Handler – Support Centre plays a crucial role in Beebe Healthcare’s unwavering commitment to patient-centered service. As the first point of contact for many of our patients, their families, and community members, you will be the welcoming voice and professional face of our organization. This dynamic position involves managing a high volume of inbound calls with efficiency and empathy, addressing a diverse range of inquiries, diligently resolving issues, and accurately directing calls to appropriate departments or personnel. Your primary responsibility will be to provide accurate and up-to-date information regarding Beebe Healthcare’s comprehensive services, appointment scheduling, and general hospital information, all while maintaining the strictest confidentiality and adhering to all relevant healthcare regulations, including HIPAA.
Your ability to listen actively, empathize genuinely with callers’ situations, and communicate clearly and concisely will be absolutely paramount in guiding patients and community members through their healthcare journey, often during times of need or concern. This role is far more than just answering phones; it’s about making a profound and positive impact on individual lives by offering reassurance, clarity, and efficient, compassionate assistance. You will thrive within a highly supportive team environment, utilizing advanced communication systems and collaborating closely with various clinical and administrative departments to ensure seamless service delivery and an exceptional caller experience.
We are actively seeking an individual who thrives in a fast-paced yet rewarding environment, possesses exceptional problem-solving skills, and is deeply dedicated to upholding Beebe Healthcare’s renowned standard of excellence in patient care and community engagement. This role offers a significant opportunity to contribute directly to our vital mission of improving the health and well-being of our vibrant coastal community. At Beebe Healthcare, we understand that navigating healthcare can often be complex, and our Call Handler team serves as an essential bridge, simplifying processes and providing comfort and peace of mind to those seeking care or critical information. You will be empowered to make decisions that positively affect caller experiences, always backed by a culture that values teamwork, continuous improvement, and mutual respect. We are committed to investing in our employees through ongoing training and professional development, ensuring you have all the necessary tools and knowledge to excel and grow within our leading healthcare organization. Join us and become an integral part of a team where your outstanding communication skills and profound compassion directly contribute to the well-being of our cherished community.
Key Responsibilities
- Answer incoming calls promptly and professionally, providing a positive and empathetic first impression.
- Efficiently manage a high volume of calls, addressing inquiries, and resolving concerns with a patient-first approach.
- Provide accurate and comprehensive information regarding Beebe Healthcare services, departments, and general hospital information.
- Direct calls to the appropriate department or individual, ensuring smooth patient flow and minimizing transfers.
- Document all interactions and maintain detailed records in accordance with hospital policies and HIPAA regulations.
- Assist callers with appointment scheduling, cancellations, or rescheduling as needed, ensuring accuracy.
- Resolve patient complaints or escalate complex issues to appropriate personnel for further action and resolution.
- Maintain up-to-date knowledge of Beebe Healthcare's services, policies, and procedures to provide informed assistance.
- Collaborate effectively with team members and other departments to ensure comprehensive and integrated patient support.
- Adhere strictly to all confidentiality and patient privacy guidelines at all times.
Required Skills
- Excellent verbal and written communication skills.
- Proven experience in a customer service or call center environment.
- Strong active listening and problem-solving abilities.
- Proficiency in using computer systems and telephony platforms.
- Ability to handle sensitive information with discretion and maintain confidentiality.
- Empathetic, patient, and professional demeanor.
- High school diploma or equivalent.
Preferred Qualifications
- Associate's degree or higher.
- Previous experience in a healthcare setting.
- Familiarity with medical terminology.
- Experience with electronic health record (EHR) systems.
- Bilingual proficiency (especially Spanish).
Perks & Benefits
- Competitive salary and comprehensive benefits package.
- Health, Dental, and Vision insurance options.
- Generous Paid Time Off (PTO) and holiday pay.
- 403(b) Retirement Plan with company match.
- Life and Disability insurance.
- Employee Wellness Programs and resources.
- Tuition reimbursement and professional development opportunities.
- Employee assistance program for personal and professional support.
- Opportunities for career growth and advancement within a leading healthcare system.
How to Apply
Interested candidates are encouraged to apply by clicking on the application link below. Please submit a detailed resume and cover letter outlining your relevant experience, highlighting your communication and problem-solving skills, and explaining why you are a great fit for Beebe Healthcare. We look forward to reviewing your application and welcoming you to our team!