The Universal Agent is a hybrid call center position that combines the responsibilities of a dispatcher and a customer service representative. This position is responsible for effectively attending to and managing incoming ACD calls as directed, which may include both imaging and laboratory calls. The position has a requirement of handling between 90 and 130 calls per day (where call volume exists) while remaining courteous and professional. Additionally, the Universal Agent coordinates the work of field technologists, acting as the liaison between the field and the regional call center office. This position is responsible for providing the technologists with the necessary information to properly complete exams in a timely manner. In addition, this position provides overnight support to other departments, such as ancillary services, faxed orders, call backs, processing EMR orders, burning imaging CDs, printing film, preparing mailed deliveries, working exception queues in DDF or the Trident Operations Portal, and any other tasks that may normally be executed during normal business hours.