Customer Information Representative BU - Sharp Chula Vista Medical Center - Variable Shift - PRN

Hours :

Shift Start Time:

Variable Shift End Time:

Variable

AWS Hours Requirement:

8/40 - 8 Hour Shift

Additional Shift Information:

Weekend Requirements:

As Needed

On-Call Required:

No

Hourly Pay Range (Minimum - Midpoint - Maximum):

$27.500 - $30.400 - $33.530

This position is covered by a Collective Bargaining Agreement (CBA) with SEIU-UHW. As part of the terms of employment, employees in this role are required to join the union within 31 days of hire and remain a member (e.g. dues paying, fee paying, religious exception contributor) for the duration of the collective bargaining agreement.

This position was originally posted to ratified SEIU members from 09/17/26 – 09/25/26. The position is now available to be filled by internal candidates that are not members of the ratified Bargaining Unit or External candidates to Sharp.

• What You Will Do
• Manages general information and patient inquiry from the community and Sharp HealthCare staff on a 24-hour (if applicable), year round basis, utilizing knowledge of Sharp HealthCare services to assist callers and visitors in providing first person resolution whenever possible.

Required Qualifications

• •2 Years Experience in high-contact customer service position, preferably in a call center environment or concierge setting.
• •Experience in dealing with multiple demands simultaneously and under pressure.

Preferred Qualifications

H.S. Diploma or Equivalent

Essential Functions

Completes calls using key behaviors of the Sharp Experience:

• Uses standard Sharp Experience opening script for all calls.
• Takes customers where they are going, using the warm hand-off transfer feature and announce the call along with the nature of the call, whenever possible.
• Answers all calls within department guidelines.
• Uses two out of three Sharp Experience scripted endings.
• Uses a voice tone that reflects a "smile in your voice" and an "attitude of gratitude".
• Reads departmental email communication on days worked to become familiar with updates, changes and new procedures.
• Consistently uses Closed Loop Communication on all code calls.
• •Customer service and department protocol
• Adheres to departmental standards and internal guidelines for documentation, productivity, and compliance demonstrated through these criteria:
• Thinks and acts independently with good judgment.
• Documents all code calls correctly in the Electronic Code Book; any blanks must be completed by the end of the work day.
• Displays sensitivity to callers who may be agitated, upset or displaying behavioral issues; route calls as appropriate.
• Accesses patient information through GE Centricity/IDX, respecting confidentiality and adheres to the protocol and guidelines of No-Publish policy.
• •Department competency
• Demonstrates competency with standard departmental procedures including:
• Accurate and timely documentation of API.
• Utilizes appropriate ACD models such as Work, Break types.
• Updates daily on-call schedules and physician lists.
• Familiar with Need to Know communication reflecting changes in procedures, department practices, new hires, etc.
• Conduct monthly test of TTY phone and loan out to departments when requested.
• Facilitates pager setup, replacement and distribution to hospital staff as needed.
• Issue interpreter phones to hospital departments upon request; conduct quarterly department rounds to ensure interpreters phones are working.
• Respond and manage emergency code calls as a priority per established protocols; utilize elevator voices when paging overhead.
• Participates as needed in the hospital-wide Emergency Preparedness plans, safety polices and hazardous materials procedures; maintain and issue disaster phones, when needed.
• Oversee emergency panels, including fire panels and elevators panels and make the proper notifications.
• Demonstrates the flexibility to adapt to 24-hour, 365-day department staffing requirements (if applicable). Accepts department schedule changes as business operations necessitate.
• •Teamwork

• Demonstrates teamwork in departmental and inter-departmental teamwork:
• Takes equal share of incoming calls according to ACD Agent Distribution Reports.
• Identifies potential problem areas and brings it to the attention of the department leadership. When appropriate, demonstrates initiative and creativity by offering operational suggestions to department leadership.
• Utilizes "Onstage/Offstage Behavior" and Sharp Behavior Standards to facilitate teamwork efforts. Participates in Employee Forums, Peer Interviews, and Sharp All Staff Assemblies.
• Provides assistance, support and/or peer coaching to team members in building their skills and ability to meet call expectations.
• Demonstrates positive initiative and motivation, creating a team spirit and pride in the department.
• Provide backup after-hour call support for pre-approved departments when needed.
• Provide support for special projects identified by department supervisor.

Knowledge, Skills, and Abilities

• •Has the ability to think and act independently and demonstrate excellent customer service judgment and problem-solving skills.
• •Has the ability to work in a team environment.
• •Have the capability to communicate well verbally, using appropriate grammar and professional conversational skills.
• •Has the ability to relate quickly and confidentially to callers.
• •Working knowledge of Microsoft software products and typing skills required for data entry, patient lookup, and documentation.
• •Familiarity with GE Centricity/IDX patient look up programs preferred.

Sharp HealthCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability or any other protected class