Call Agent IT Service Desk

Serves as a central communication resource for the organization by answering and routing incoming calls, providing patient and general information, assisting with MyChart, and connecting callers with appropriate hospital departments and resources. Provides backup communication assistance during emergencies, outages, and other critical situations in accordance with established procedures., * Serves as a central communication resource by answering inbound calls, identifying caller needs, and connecting patients, visitors, staff, and external callers with the appropriate department, service, or organizational resource.

• Provides courteous and professional customer service during each interaction.

Patient & General Information

• Provides patients, visitors, staff, and outside callers with accurate information regarding hospital services, departments, locations, hours, contact information, and other general inquiries while maintaining patient privacy and following HIPAA requirements.
• Uses Epic, UA5200, the St. Elizabeth Healthcare website, and other approved resources as appropriate.

MyChart Support

• Provides frontline MyChart support to patients, assisting with account access and common MyChart issues and directing or escalating issues to the appropriate resource when additional assistance is required.

On-Call & After-Hours Assistance

• Use established on-call information and procedures to assist callers in reaching appropriate departments and resources for after-hours needs.

Telephone Directory Maintenance

• Assists with maintaining and updating the organizational telephone directory and internal contact information in Shortcuts to help ensure accurate call routing and availability of current information.

Emergency Assistance & Overhead Announcements

• Provides communication assistance during emergencies, outages, and other critical situations, including overhead announcements and communicating information and guidance in accordance with established procedures.

Downtime & Communication Continuity

• Supports continuity of hospital communications during telephone, network, and system outages by following established downtime and backup communication procedures.

Other Duties as Assigned

• Performs other duties as assigned.

• High School Graduate

Specialized Knowledge:

• Computer Proficiency: Microsoft Office Products, Typing, Internet
• Ability to Read, understand, and follow emergency procedures
• Customer Service Experience
• Communication Skills

Kind and Length of Experience:

• One year experience in a customer service setting including Call Center responsibilities.

• Competitive pay and comprehensive health coverage within the first 30 days.
• Generous paid time off and flexible work schedules
• Retirement savings with employer match
• Tuition reimbursement and professional development opportunities
• Wellness, mental health, and recognition programs
• Career advancement through mentorship and internal mobility

At St. Elizabeth Healthcare, every role supports our mission to provide comprehensive and compassionate care to the communities we serve. For more than 160 years, St. Elizabeth Healthcare has been a trusted provider of quality care across Kentucky, Indiana, and Ohio. We’re guided by our mission to improve the health of the communities we serve and by our values of excellence, integrity, compassion, and teamwork. Our associates are the heart of everything we do., Right Career. Right Here. If you’re looking for the right careers in healthcare, the right place to be is at St. Elizabeth. Join us, and you’ll take pride in the level of care we offer our community.