Teleservices Representative Job

Children's Health - General Careers

Job Number: 52109

Location: Dallas, TX

Date Posted: 6-30-2017


Position Summary

Provides highly visible and urgent care PBX support to the organization. Requires knowledge of all areas of the organization as well as an understanding of policies and procedures supporting a wide range of responsibilities including clinical code events and high call volumes related to all lines of service in the Children's Health organization.

Job Specific Duties and Responsibilities

  • Operates the switchboard for the hospital in order to provide routine information and direct calls to appropriate areas. Interacts with Patients and their families as well as Clinical and other operational employees in a manner that positively reflects on our organization.
  • Maintains accurate and updated information in the organization's Employee/Provider directory, processing new employees, terminations, and changes to job titles, locations, and contact information. Also ensures efficient transfer of calls to the correct team that will be able to quickly respond to the caller's needs.
  • Processes clinical and facility-related code events including but not limited to Code Blue events.
  • Maintains on-call schedules ensuring that urgent calls are addressed immediately. These calls include after-hour patient calls requesting conversations with Providers and nursing staff. Ensures timely submission of monthly on-call schedules; works with Compliance and leadership teams to ensure timely receipt of schedules.


Specific knowledge, skills and abilities:

  • Maintain effectiveness when experiencing major changes in work responsibilities or environment; adjust effectively to work within new work structures, processes, requirements, or cultures.
  • Use appropriate interpersonal styles to establish effective relationships with customers and internal partners; interact with others in a way that promotes openness and trust and gives them confidence in one's intentions.
  • Develop and use collaborative relationships to facilitate the accomplishment of work goals.
  • Take prompt action to accomplish objectives; take action to achieve goals beyond what is required; be proactive.
  • Effectively manage one's time and resources to ensure that work is completed efficiently.
  • Accomplish tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time.
  • Assimilate and apply new job-related information in a timely manner.


1 year previous experience in call center setting required.

Bilingual (Spanish) required.

Healthcare experience preferred.


High school diploma or equivalent required.

Two-year Associate's degree or equivalent experience preferred.

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