Address
Form of work
SalaryOverview:
Assists all callers by soliciting sufficient information to identify the nature and urgency of the call in order to refer and/or respond appropriately.
Responsibilities: - Acts as first contact in assisting callers, patients and staff in placing, receiving calls in a 24x7 environment. Solicits sufficient information from each caller to determine nature and urgency of call. Determines how to best refer the call using listed directories, consult the on call directory for each clinic, or defined office practices.
- Transfers calls, completes directory look ups, completes radio pages, checks census, checks paging status and records, and completes and checks messaging services.
- May be first line notification for all institutional emergencies. Learns and operates all equipment applicable to the emergency. Recognizes, triages, and responds to external emergency calls (e.g. attempted suicide, illness, child abuse) remaining on the line after the referral to ensure caller is appropriately connected. Follows standard procedures.
- May act as the voice of the Clinic and the Referring Physician Services after hours, receiving all office calls.
- Acts as the Communications Help Desk when required.
- Acts as base for the Security radio system after regular office hours.
- Notifies physicians of patient admissions.
- Responds to patient inquiries from employees and the public according to Hospital privacy policies. Releases only authorized patient information or transfer inquiry to appropriate hospital staff.
- Successfully completes all required training.
- Keeps supervisors informed of telecommunications and computer equipment problems or breakdown.
- Performs other duties as required or assigned.
- Ability to successfully complete required training.
- Outstanding interpersonal communication and customer service skills and ability to work both independently and as part of a team required.
- Knowledge of call center telephone systems preferred.
- Strong organization, initiative, problem solving skills and attention to detail desired.
- Proficiency in basic computer skills.
- Previous satisfactory work experience in telecommunications, hospital, clerical/reception, or customer service preferred.
- High school graduate or equivalent required.
- None
