JOB SUMMARY AND ESSENTIAL FUNCTIONS: Operates telephone communication systems to relay incoming and outgoing calls, paging, and emergency alerts. Performs various communication and clerical duties.
- Operates telephone communications systems and provides information services/switching incoming calls, placing long distant calls and paging and maintaining message center.
- Answers, transfers and places calls following established protocols.
- Provides general information and assistance to caller in an expedient, professional and courteous manner, in compliance with iRESPECT standards and promoting patient/customer satisfaction. Refers to the hospital directory to ascertain station number of department/employee/patient.
- Provides patient information to requesting parties, utilizing computers and in accordance with established polices and procedures.
- Responds to emergency alerts and situations according to established policies and procedures.
- Makes routine announcements/notifications and pages authorized personnel or announces emergency alerts using intercom and radio paging system.
- Performs clerical duties; completes and maintains required logs and records, including outgoing long distance calls, telegrams sent by phone and incoming collect calls, phone problems and requests for telephone services.
- Maintains confidentiality in matters relating to patient/family, department and hospital information. Adheres to established department and organization policies (i.e. HIPAA, Confidentiality, and Compliance Policies).
- Maintains a clean, orderly, safe environment for patients and personnel. Adheres to established policies, compliance/quality improvement, and patient safety, environment and infection control standards.
- Completes required continuous training and education, including department specific requirements.
- Provides coverage for relief and absences as required. Demonstrates flexibility to work night, weekend and holiday rotation to provide continuous coverage as required.
- Issues paging units and batteries.
- Performs other duties and responsibilities as required.
MACHINES OR EQUIPMENT OPERATED: Telephone headset, switchboard, public address system, long distance logs, paging devices, consoles and alarm systems.
JOB REQUIREMENTS:
EDUCATION: High school graduate or equivalent.
EXPERIENCE: Six (6) months experience as a telephone operator, customer service representative or general clerical experience handling multiple telephone lines. Completion of a clerical or customer training program may be utilized in lieu of experience. Demonstrated interpersonal, telephone skills and the ability to communicate verbally in a clear and concise manner required.
PHYSICAL DEMANDS: Must be able to sit for prolonged periods during assigned shift.
PI209206640