Communications Center Representative - As Needed

Job description

Department: 11593 Advocate Good Samaritan Hospital - Communications Status: Part time Benefits Eligible: No Hou rs Per Week: 0 Schedule Details/Additional Information: As needed, including evenings and weekends. This call center is open 24hr/day 7 days/week. Can include 1st, 2nd, or 3rd shift. Leader will communicate openings in advance (1-2 weeks), flexible schedule. Pay for this position is a flat rate of $18.85/hr starting. Weekend and shift premium of $1.50/hr. This role does not include benefits - does offer 401k/retirement options. Pay Range: $18.85 - $28.30 Major Responsibilities: Communications Operator Activities 1)Responsible for answering and processing all incoming calls (both internal and external) for patients, staff, physicians and the public. Assists patients, staff and physicians in placing outgoing calls including but not limited to long distance calls, restricted area calls, physician offices and home numbers, other hospitals and clinics. 2)Utilize department computers and various computer applications to obtain information. Provide accurate information to patients, staff, physicians and the public as requested. Maintain information in multiple computer databases. 3)Conduct a wide variety of paging functions to include overhead public address announcements and/or pocket paging personnel upon request. Overhead page to announce emergencies, codes, drills, etc. Make overhead public address announcements for special events on a regular basis. 4)Monitor various alarm systems and respond to any signals from all emergency telephones, alarms, codes & monitors, etc. Follow policy and procedures to alert all required personnel involved in the emergency. 5)Assume responsibility for routine customer problem solving and address and resolve routine customer concerns; escalating any critical situations to the Department Manager for prompt follow up. 6)Observes and respects HIPAA and the confidentiality of information in regard to patients, physicians, and fellow employees 7)Report internal specific phone trouble to the Communications Center Manager and to the Telecommunications Analyst responsible for the Good Samaritan site. 8)Maintains appropriate communication etiquette at all times, with a positive, patient and pleasant disposition and an audible tone of voice. Dispatcher & Customer Service Activities 1)Responsible for answering and processing all calls for Facilities, Corporate Telecommunications Analyst and the in-hospital transportation of patients and equipment. Logs requests into the TeleTracking and TMS system and as required assigns Central Transport associates to perform any special assignments via pocket pager. 2)Accurately dispatches calls to the designated service staff and area. Assesses and prioritizes the appropriate level of response to the customer’s needs. Under clinical instruction, dispatches patient precautions and special requirements as appropriate. 3)Monitors the progress of all service requests, checks status to make certain delay codes are used appropriately; minimizing delays of service requests; validating that all service requests are completed within standard time. Ensures that all requesting departments’ areas are informed and appraised of any and all changes in the status of their service request. 4)Maintains systems for organizing work and information while minimizing errors and maintaining high quality results. Actively explores ways to improve work processes and shares with department Manager. 5)Maintains required departmental dispatching, code paging and equipment rental logs, records and reports and files in accordance with established procedures. Is able to obtain, process and distribute necessary logs, records and reports in a timely manner. Departmental Activities 1)Performs minor phone repair and exchange; replacing handsets, cords or entire phones as needed on staff and patient phones. Assists in service and replacement of pocket pagers as needed. 2)Responsible for distributing and obtaining proper documentation upon rental of all communications related equipment in order to prevent loss and expense to department. ie: Nationspan pagers, TTY/TTD equipment and other hearing impaired equipment, etc. 3)Responsible for the appearance, cleanliness and orderliness of assigned equipment and space in the Communications Center and reports defective and/or broken equipment to Supervisor/Manager immediately 4)Identifies any cost containment issues or procedural inefficiencies to continually improve overall performance of Communications Center. Submits ideas to Management and participates in efforts to improve productivity and continuous quality improvement. 5)Performs various other clerical duties as needed or assigned as work is expected to vary with changing needs and priorities. With appropriate notice, Management may revise duties and/or schedules at any time to fit the needs of the department. 6)Attends departmental and required hospital in-services and actively participates in department activities, committees, and teams, which promote department operations. 7)Assists leadership in the orientation and training of all Communications Center Staff in the operation of all dispatch, telephone and paging systems operations. 8)Participates in the Associate Engagement Survey proceess. Schedule: As needed, including evenings and weekends. This call center is open 24hr/day 7 days/week. Can include 1st, 2nd, or 3rd shift. Leader will communicate openings in advance (1-2 weeks), flexible schedule. Pay for this position is a flat rate of $18.85/hr starting. This role does not include benefits - does offer 401k/retirement options. Education/Experience Required: High School Diploma or Equivalent. At least 1-2 years Customer Service experience. Dispatcher experience preferred. Knowledge of medical terminology preferred. Hospital Experience Preferred. Knowledge, Skills & Abilities Required: PC and Keyboard Experience with the ability to accurately type 25 wpm, preferred Ability to speak English Fluently Strong Communications skills Strong Customer Service Skills Strong ability to work within a team setting N/A Physical Requirements and Working Conditions: Pleasant voice, tactful delivery Ability to sit for extended periods. Ability to communicate via phone, handheld radio and pager. Ability to read board, screens and overhead monitors and document events/situations. Must be willing to work weekends, holidays and different shifts in order to accommodate staffing needs. Must be able to maintain composure, work under very stressful, emergency situations and handle difficult people. This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties. Our Commitment to You: Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including: Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training Premium pay such as shift, on call, and more based on a teammate's job Incentive pay for select positions Opportunity for annual increases based on performance Benefits and more Paid Time Off programs Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability Flexible Spending Accounts for eligible health care and dependent care expenses Family benefits such as adoption assistance and paid parental leave Defined contribution retirement plans with employer match and other financial wellness programs Educational Assistance Program Note: Eligibility for programs listed above may depend on your FTE or status (e.g., full-time, part-time, per diem, temporary, etc.); please ask a Recruiter for more information during an interview. About Advocate Health Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.