The Telecommunication Representative is responsible for making positive first impressions, maintaining focus on the overall safety of patients, guests, and hospital employees, and providing a customer-friendly approach to the delivery of services.
Requirements
- Prepare electronic documentation that are complete, professional in nature and uses correct grammar, punctuation and format.
- Intercept internal and external calls with a customer-friendly approach.
- Maintain a positive attitude with callers, coworkers, health system employees and physicians.
- Assure that customer needs are met in a timely fashion.
- Keep the mission, vision and values of the organization in mind with each patient contact.
- Demonstrate knowledge of the Independence Health System Health code processes and other emergency plans using supporting department policies and procedures on the successful initiation of emergency codes.
- Immediate response to emergent situations while gathering information from physicians and/or clinicians.
- Efficient and accurate initiation of emergency codes in critical situations using Lynx, overhead paging, and Microsoft Office.
- Accurately records detailed information about all emergent situations using Microsoft Office.
- Answer telephone calls promptly, efficiently and courteously using a positive voice image to callers, keeping in mind the tone, inflection, and enunciation to all callers.
- Foster a “one stop shop” culture by listening to callers intently to determine the nature of the call to see if the call must be transferred or if it can be handled by a Switchboard Operator.
- Screen calls to ensure authenticity and make sure that any messages are communicated to the correct recipients in a time-efficient manner.
- Create and process messages, schedule and log that legible, accurate and communicated to the other staff.
- Provide call processing support to multiple departments and hospital physicians to maintain a pathway for necessary communication between patients and their clinicians after business hours.
- Collect, communicate and document confidential patient information using PerfectServe, MediCall, Spok, and Microsoft Office.
- Answer queries pertaining to admitted patients by following confidentiality protocols using McKesson STAR.
- Awareness of hospital campuses to accurately direct visitors to appropriate departments or patient rooms.
- Responsible for accurate individual performance outcomes for all applications used in the department, including but not limited to PerfectServe – physician communication, MediCall – information database, McKesson STAR – patient information, Spok – alternate paging services, Cisco Jabber – dept. to dept. communication, Lynx – emergency notification system, Microsoft Windows – PC Operating system, Microsoft Office – Excel, Word, PowerPoint, Access, Outlook, Internet Explorer – internet provider, PA system – overhead paging, API – time and attendance and UltiPro – benefits, compensation, performance management.
- Operational knowledge of hardware used to support department operations, including by not limited to Cisco telephony – phones, conference calls, Emergency panels – alarms, emergency codes, Simplex – LH fire system, and Wireless devices – cell phones, one-way pagers.
- Other duties as assigned.
Benefits
- Act 34-PA Criminal Record Check from the PA State Police system.
