Telecommunications Operator, Pbx, Part-Time (32 Hour Week), Day/Evening

ABOUT MARINHEALTH a UCSF Affiliate

Come and be a part of our healing team at the award-winning MarinHealth! Ranked in the top 3% of general hospitals in the country, we have made great strides since returning to our roots as an independent hospital. As Marin County’s only acute hospital and a vital resource for a wide range of essential health care services, it is our mission—and our passion—to excel in every medical specialty. We attract the finest physicians and employees who appreciate having the best of both worlds: the resources and medical sophistication of an academic medical center combined with the personalized, caring touch of an independent hospital. We have an exceptionally collaborative team that adheres to the highest service excellence standards to ensure that we deliver world-class, personalized care to patients. Our Joint-Commission accredited hospital has won numerous awards and certifications in delivering best-in-class health care in the San Francisco Bay Area.

WHAT WE OFFER

MarinHealth offers a generous suite of employee benefits, which includes a comprehensive and rich health benefits program (medical, dental, vision and prescription plans). Our robust Wellness @ Work program (e.g. onsite health & fitness classes, discounts, etc) also promotes a healthier lifestyle for employees and to support you on your Healthy Healer journey. Other benefits include, but are not limited to, a 403(b) contribution plan and company-funded retirement plan, life insurance, vacation, holiday and sick leave, which you will start accruing immediately. Our benefits are highly competitive and considered to be one of the best in the Bay Area! Find your healing place at MarinHealth.

External hires are subject to a background check and pre-employment medical screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with federal, state and local laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classifications protected by federal, state & local laws.

JOB SUMMARY:

Operates attendant console to route incoming calls and place outgoing calls. Facilitates telephone, paging and two-way radio communications for all hospital employees and patients. Initiates appropriate response personnel for various emergency situations. Problem-solves mobile device issues for hospital staff.

JOB SPECIFICATIONS:

EDUCATION

• High school diploma (or GED) or equivalent required.

EXPERIENCE

• 1-2 years’ experience as a PBX operator or Customer Service Rep in a high volume call center environment required.
• Previous hospital experience preferred.

PREREQUISITE SKILLS

• Ability to communicate clearly with good command of English language
• Excellent interpersonal and customer relations skills
• Enthusiastic customer service and ability to work within sensitive areas tactfully and diplomatically is required at all times.
• Must be capable of independent, reasoned decision-making, functioning within standard operating procedures and within scope of responsibility
• Ability to work in teams in which all members are mutually accountable
• Capable of organizing multiple tasks and using good time management and attention to details.
• Personal computer (MS Office) skills required

LICENSE/REGISTRATION/CERTIFICATION:

None required

PRIMARY CUSTOMER SERVED (Age Specific Criteria):

This position is not a patient care position, and as such, this section does not apply.

PATIENT PRIVACY (HIPAA Compliance):

Employees in this position do not have access to protected health information. Although this position does not deal directly with patient care all employees are responsible for the protection of HIPPA information at all times.

DUTIES AND RESPONSIBILITIES:

ESSENTIAL (not modifiable)

Employees in this position work under general supervision, following moderate detailed instructions. Work is checked through normal flow of work. Heavy contact with patients and visitors. Consequence of errors could result in delay of delivery of patient care. Works with team approach with other PBX operators in implementing procedures, tasks and responsibilities.

Customer Service and Equipment Use

• Operate an electronic PBX console or call center agent phone and patient information system to answer and process all incoming calls.
• Process and log all paging requests via in-house paging systems, overhead page system, and wireless communication devices.
• Provide relevant patient information to visitors, staff, and physicians as per hospital policies.
• Maintain confidentiality of “Not for Publication” patients per hospital policies.
• Initiate outbound conference calls for interpreter services.
• Use two-way radio system to dispatch security requests and process requests for hospital shuttle services and document in paging log.
• Demonstrate a commitment to departmental and project-based teamwork as shown by timely team communication and follow-through on assigned responsibility.
• Monitor various alarm systems and immediately initiate response procedures as necessary. Proactively monitors system functionality and reports issues and events as appropriate.
• Aware of and utilizes appropriate internal and external resources.

Initiation of Emergency Procedures

• Answer and respond to emergency phone (x4444) and alarm panels, and initiate emergency procedures for all medical emergencies, security issues, and safety related requests.
• In the event of a county or statewide disaster, initiate Code Triage Alerts as directed by senior management. Contact additional clinical and support staff as requested.
• Initiate backup procedures for communication equipment failure.
• Prepare and distribute emergency communication devices to respective departments and ensure that documentation is complete and accurate.

Time and Priority Management

• Works independently and prioritizes tasks appropriately during emergency situations.
• Maintains a positive demeanor under pressure of multiple demands, tasks, and emergency situations.
• Responsible for ensuring those duties of assigned shift or work area are staffed, working with other staff to adjust workload if necessary.
• Makes effective use of discretionary time.
• Responsible for maintaining current knowledge of hospital policies and department policies and procedures. Responsible for performing job within the parameters of these policies and procedures.

SECONDARY (modifiable)

• Assign and program for use various paging software devices including mobile devices, pagers, and maintain respective assignment sheets. Assist end users with repair issues and conduct informal training.
• Distribute keys to authorized personnel and maintain assignment logbooks.
• Maintain Intranet Telephone Directory database.
• Update training documentation as procedures are modified.
• Conduct peer audits and create traffic analysis reports.
• All other duties as assigned.