Address
SalaryThe IT Call Associate is responsible for the effective and efficient handling of calls for all Tanner facilities and initiating response for emergency codes. The work is performed in a fast-paced environment where your ability to multi-task and prioritize your work is crucial in the accomplishment of your work tasks. Work tasks include the processing of general information and business calls along with emergency calls. The IT Call Associate also monitors the alarm systems for the hospitals, as well as acting as a backup for Tanner Security. The job must be performed with the highest regard for professionalism, confidentiality, speed, and accuracy.
Education:
High School Diploma or GED
Experience:
Two years of related experience. Requires working knowledge of specialized practices, equipment, and procedures.
Supervision
Requires little supervision.
Qualifications
Two years of switchboard experience or related experience in a high-volume operator, switchboard, or dispatch role.
Two years of experience required using computer in professional setting.
Competent and trained on all Tanner Systems necessary to work the Switchboard.
Excellent customer service and communication skills required. Distinct speaking voice that is clear and easily understood.
Emergency communications experience considered a plus.
Requires critical thinking skills and good judgment under pressure. Must be capable of reacting logically to unusual situations.
Position requires the ability to work at a fast pace and make swift decisions to facilitate effective and
Interpersonal skills are necessary in order to communicate effectively with a wide variety of hospital personnel, patients and outside callers in gathering and exchanging approved information.
Must demonstrate a friendly, responsive, service-minded attitude to all internal and external customers.
Ability to multi-task and work with frequent interruption.
Required to maintain a collaborative, team relationship with peers and colleagues in order to effectively contribute to the group's achievement of goals and to help foster a positive work environment. Communicates ideas effectively. Shares information and keeps others properly informed. Gives and is open to useful feedback. Actively contributes to the development and application of process improvements.
All operators must display excellent grammar, spelling, and professional communication techniques.
Must be able to work shift work that includes weekends, holidays, and extended shifts. Shifts are subject to change with or without notice.
Statement Of Employment Philosophy
Being a part of Tanner Health System is more than a job, it is a promise we make to treat every patient with exceptional service every time they walk through our doors. Service excellence is the foundation of our organizational culture and the expectations we all set for each other, our patients, physicians and our community. All employees agree to abide by a set of service standards. These standards are the promise we make to provide the best care possible, and represent our beliefs, values and who we strive to become. We each commit to making Tanner Health System a great place for our employees to work, for patients to receive care and for physicians to practice medicine.
Functions
Area of Responsibilities
Telephone Switchboard: Operates a telephone computer console (switchboard), directing incoming operator assisted and outgoing calls to appropriate individuals, departments and outside contacts. Shares responsibility for maintaining internal telephone directory, as well as making updates to on call calendars. Facilitates the use of the Language Line for non-English speaking customers. Works with confidential data consistently. Is accountable for maintaining the confidentiality and security of all Hospital, Staff, and Patient related data and information. Work requires considerable accuracy. Errors could adversely affect external and internal relationships. Assists with training new operators.
Emergency Procedures: Responsive to emergency codes, responds quickly and effectively using proper hospital procedure. Performs communication procedures for actual disaster and disaster exercises. Responsible for monitoring various computer system status screens. Examples - APS alarms system, codes systems. Utilizes overhead paging system for employee requests, special announcements, and the calling of emergency codes. Pages on-call staff as needed, which includes many support areas as well as physicians. Examples - Engineering, Clinical Engineering, Chaplains, EAP, Administration, etc. Shares responsibility of maintaining information retrieval systems including 'on-call' schedules, emergency procedures prompter, etc.
IT Backup: Responsible for handling after hours IT calls, entering tickets correctly in the Service Desk issue tracking system, and paging out the proper IT analysts for urgent issues. Shares the responsibility for user support, including assisting users with equipment and software problems. Logs issues for Information Systems on call staff within the Service Desk service issue tracking system, and assures the assigned person responds to the issue.
Documentation: Updating and maintaining the quality assurance logs to ensure proper documentation of all codes, alarms, trouble signals, weather radio checks, panic alarm testing, and daily code checkoffs. On occasion, assists with updating data on various outside web sites related to bed counts for hospitals within the Tanner System GHA911 bed count system.
Competencies: Meets all competencies in assigned competency checklist(s).
Employee performs within the prescribed limits of Tanner Health System's Ethics and Compliance program. Is responsible to detect, observe, and report compliance variances to their immediate supervisor, the Compliance Officer, or the Hotline.
Required Knowledge & Skills
Education: High School Diploma or GED
Experience: Two years of related experience. Requires working knowledge of specialized practices, equipment, and procedures.
Licenses and Certifications
NONE REQUIRED
Supervision
Requires little supervision.
Qualifications
Two years of switchboard experience or related experience in a high-volume operator, switchboard, or dispatch role.
Two years of experience required using computer in professional setting.
Competent and trained on all Tanner Systems necessary to work the Switchboard.
Excellent customer service and communication skills required. Distinct speaking voice that is clear and easily understood.
Emergency communications experience considered a plus.
Requires critical thinking skills and good judgment under pressure. Must be capable of reacting logically to unusual situations.
Position requires the ability to work at a fast pace and make swift decisions to facilitate effective and
Interpersonal skills are necessary in order to communicate effectively with a wide variety of hospital personnel, patients and outside callers in gathering and exchanging approved information.
Must demonstrate a friendly, responsive, service-minded attitude to all internal and external customers.
Ability to multi-task and work with frequent interruption.
Required to maintain a collaborative, team relationship with peers and colleagues in order to effectively contribute to the group's achievement of goals and to help foster a positive work environment. Communicates ideas effectively. Shares information and keeps others properly informed. Gives and is open to useful feedback. Actively contributes to the development and application of process improvements.
All operators must display excellent grammar, spelling, and professional communication techniques.
Must be able to work shift work that includes weekends, holidays, and extended shifts. Shifts are subject to change with or without notice.
Definitions
The IT Call Associate is responsible for the effective and efficient handling of calls for all Tanner facilities and initiating response for emergency codes. The work is performed in a fast-paced environment where your ability to multi-task and prioritize your work is crucial in the accomplishment of your work tasks. Work tasks include the processing of general information and business calls along with emergency calls. The IT Call Associate also monitors the alarm systems for the hospitals, as well as acting as a backup for Tanner Security. The job must be performed with the highest regard for professionalism, confidentiality, speed, and accuracy.
Position Responsibilities
Contact with Others: Requires frequent but limited contacts with many others to do job, or extensive contacts with a limited number of categories of people to apply procedures or treatment. Requires discretion and tact to interpret departmental procedures.
Effect of Error: Probable errors may be serious and involve losses such as improper costs, overpayment, waste of material, damage to equipment, and delay in processing work. Effect usually confined within the organization. Most of work not subject to direct verification or check. Regularly works with some confidential data such as account, salaries, patient medical records, which if disclosed might have adverse internal or external effects.
People Management Responsibilities
Supervisory Responsibility: Exercises no supervision, work direction, or instruction of other employees or students
Work Environment/Physical Effort
Mental Demands: Routine duties using one or more of several established procedures within a prescribed practice under general supervision. Involves minor decisions many of which are repetitive.
Working Conditions: Generally pleasant working conditions/normal office environment.
Working Conditions Aspects for Immunizations
Performs tasks involving contact with blood, blood-contaminated body fluids, other body fluids, or sharps (needles): No
Directly works with Patients less than 12 months of age: No
Physical Effort: Minimum physical effort - Physical demands encountered are those of a typical office job.
Physical Aspects
Bending: Occasional = 1% - 33% of the time
Typing: Frequent = 34% - 66% of the time
Hearing: Constant = 67% - 100% of the time.
Visual: Constant = 67% - 100% of the time.
Speaking: Frequent = 34% - 66% of the time
Standing: Occasional = 1% - 33% of the time
Walking: Occasional = 1% - 33% of the time
Lifting up to 25 lbs.: Occasional = 1% - 33% of the time
Lifting 25 to 60 lbs.: Not required
Lifting over 60 lbs.: Not required
Carrying: Occasional = 1% - 33% of the time
Climbing: Not required
Kneeling: Not required
Tasting: Not required
Smelling: Not required
Manual Dexterity - picking, pinching with fingers etc.: Occasional = 1% - 33% of the time
Feeling (Touch) - determining temperature, texture, by touching: Not required
Reaching - above shoulder: Occasional = 1% - 33% of the time
Reaching - below shoulder: Occasional = 1% - 33% of the time
Color Vision: Frequent = 34% - 66% of the time
Balancing: Occasional = 1% - 33% of the time
Crawling: Not required
Running - in response to an emergency: Not required
Handling - seizing, holding, grasping: Occasional = 1% - 33% of the time
Squatting: Not required
Driving - Utility vehicles such as golf carts, Gators, ATV, riding lawnmowers, skid steer, aerial lift: Not required
Driving - Class C vehicles: Not required
Driving - CDL class vehicles: Not required
N95 Respirator usage (PPE): Not required
Hazmat suit usage (PPE): Not required
Pushing/Pulling - up to 25 lbs.: Not required
Pushing/Pulling - 25 to 60 lbs.: Not required
Pushing/Pulling - over 60 lbs. : Not required
