Call Center Agent - Full-time

UPMC Hamot is seeking a full-time flex Call Center Agent to support our organization primarily during evening hours with flexibility to serve other shifts. This role is essential to keeping communication flowing smoothly across the hospital, regional partners, and physician offices while providing exceptional service in a friendly, team-oriented environment. The ideal candidate is calm under pressure, attentive to detail, and committed to maintaining confidentiality while handling critical calls and information. This position requires flexible availability, weekends, and holidays and plays a vital role in emergency response, patient coordination, and after-hours support. We also offer a comprehensive Total Reward benefits package to support you. If you enjoy helping others, thrive in a fast-paced setting, and want to contribute meaningfully to patient care and hospital operations, we invite you to apply.

In this role, there is opportunity to -

• Respond to incoming calls and route communications using established protocols and call center systems.
• Activate emergency communications through overhead announcements, paging, phone calls, and mass notification software.
• Coordinate communication with regional hospitals to support patient transfer processes.
• Provide courteous service to patients, families, staff, and the UPMC Hamot community while maintaining confidentiality.
• Utilize call center applications to manage call transfers, paging, scheduling, and after-hours answering services.
• Serve as an after-hours answering service representative for specialty and primary care practices.
• Escalate customer or staff concerns to the Call Center Supervisor, Coordinator, or Lead Agent.
• Maintain accurate inventory and tracking of special-needs patient equipment.

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; must have computer skills. 

Preferred

• Previous call center experience.
  
  Licensure, Certifications, and Clearances:
   
• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran