Catholic Health Initiatives Health Resources Rep I - Telephone Line to Care - Rotating in LINCOLN, Nebraska

Health Resources Rep I - Telephone Line to Care - Rotating


CHI Health is a regional health network with a unified mission: nurturing the healing ministry of the Church while creating healthier communities. Headquartered in Omaha, the combined organization consists of 15 hospitals, two stand-alone behavioral health facilities and more than 150 employed physician practice locations in Nebraska and southwestern Iowa. More than 12,000 employees comprise the workforce of this network that includes 2,820 licensed beds and serves as the primary teaching partner of Creighton University’s health sciences schools. In fiscal year 2014, the organization provided a combined $149.3 million in quantified community benefit including services for the poor, free clinics, education and research. With locations stretching from Kearney, Neb. to Missouri Valley, Iowa, the health network is the largest in Nebraska and serves residents of Nebraska and southwest Iowa. For more information, visit online at

Essential Job Functions:

Telephone Line to Care (TLC) Role:

Call Processing:

  1. Answers all 7000 number service lines providing caller with appropriate and accurate information for the following functions:

  2. Class / Program registration,

  3. Service and physician referrals,

  4. Marketing and wellness campaigns,

  5. Patient grievances,

  6. Perinatal Express, and

  7. General Medical Center inquiries.

  8. Participates in outbound calls for client follow-up, service evaluations, reminder calls, marketing campaigns and health promotion activities.

  9. Portrays a positive, caring and helpful tone and manner with each call.

  10. Maintains accuracy standards and productivity standard of 98% of calls answered live.

  11. Maintains a minimum of 85% availability per telephone ACD standards.

  12. Reads MOX and e-mail communications daily when working.

Documentation, Tracking and Fulfillment:

  1. Performs accurate data entry at time of call. Maintains log of all calls for medical, legal and statistical purposes. Completes defined call tracking for each call.

  2. Processes client payments and maintains accurate records.

  3. Provides timely and accurate call fulfillment activities, including but not limited to correspondence, packets and brochure mailing.

  4. Generates and processes class rosters and appointment schedules in a timely manner.


  1. Reads and understands all media and promotional advertising materials and related call tracking prior to release.

  2. Cross-sells Saint Elizabeth Regional Medical Center services and programs.

Marginal Job Functions:

  1. Maintains a clean and organized work area.

  2. Maintains supply of office supplies, client information and brochure inventory needs for Telephone Line to Care.

  3. Participates in marketing and special events.

  4. Completes maintenance requests for equipment and building repairs.

  5. Contacts Help Desk for telephone and computer repairs.


Position Qualifications


High school diploma required. Some college preferred.




  1. Basic word processing skills required with the ability to type 35 words per minute.

  2. Experience working in a computer “windows” environment preferred.

  3. Effectively handles multiple tasks simultaneously.

  4. Flexible and able to adapt to frequent program and work progress changes.

  5. Is socially sensitive and nonjudgmental in all communications.

  6. Demonstrates organization, accuracy and ability to complete work on time.

  7. Knowledge of relationship marketing and promotional tactics, sales and telemarketing functions highly desirable for Telephone Line to Care role.

  8. Able to quickly identify caller needs and process calls effectively in a timely manner.

  9. Works effectively with minimum supervision utilizing time management principles and techniques to maximize productivity.

Job Clinical Support


Daily Schedule Rotating

Scheduled Hours per 2-week Pay Period 8

Weekends Required Occasional

Req ID: 2018-R0157344