Communication Services Operator (non - exempt) - Switchboard Operator, PT, Varies/rotating

Communication Services Operator

Under general supervision, answer all incoming calls; connect all incoming and outgoing calls; page physicians; obtain long distance information and place calls for physicians, personnel and families; provide patient information. Receive class registration & physician referral calls. May serve as Dispatcher for Safety and Security, Maintenance Departments, and other offsite locations.

Responsibilities

• Serves as the communication center by processing incoming, outgoing and inter-department telephone, by answering the phone line within 3 rings in a courteous manner consistent with the Mission and Values of Mercy.
• Dispatches respective requests, in order of priority, immediately upon receipt of the request and enters the request into the applicable reporting system
• Provides assistance to physicians, patients, family members, Mercy staff and the general public through the correct, expedient, and courteous transferring of calls, overhead paging, or pager communications
• Provides patient location information as well as answers specific hospital inquires and locating resources for additional information.
• Uses proper techniques to identify customer's requests and direct customers to the appropriate locations.
• May provide Answering Service for after-hours Mercy Clinic calls and independent clients.
• Activates and properly executes all Codes and Emergency Notifications by overhead page and notification system as applicable.
• Contacts emergency medical teams for emergency procedures, according to department protocols and other services requested.
• May monitor the Fire Panel, Medical Gas Alarm, Security systems, Hugs/Peds Alarms, Panic Alarms, Tube system, weather band/inclement weather, depending on system location, and respond according to procedure.
• May communicate through radio transmission, and does so in a courteous and efficient manner.
• Communicates with local Fire Department, Police Department, EMT and Tech Electronics upon request, in emergency situations and during drills.
• May assist with end-of-life notification, as applicable.
• May document in electronic medical record patient transport equipment needs.
• Assists in maintaining and updating on-call schedules with support from clinics and departments.
• Proficient in documentation, assuring all call, alert, code and event information is documented properly in the operator console system.
• May help track and log patient valuables.
• May send out meeting reminders for hospital counsels and committees.
• Effectively communicate technological issues with MTS services.
• Informs the oncoming Operator/Dispatcher of pending requests and anything needing immediate or long-term attention.
• Notifies leadership of issues that arise as soon as possible and may assist in the problem-solving process.
• Performs initial troubleshooting efforts to operator console, phone system and paging system when not working properly.
• Acknowledges and maintains the right to privacy and confidentiality.
• Works well with others and promotes team building.
• Adapts well to change and challenges.
• Performs additional duties as assigned.

Qualifications

• Education: High school diploma or equivalent.
• Experience: Telephone or customer service experience beneficial.
• Certifications: None.
• Other: Basic computer and keyboarding skills, Must be able to navigate multiple computer software systems simultaneously, Ability to communicate clearly in English both orally and written, Knowledge of Microsoft Office

We Offer Great Benefits: Day-one comprehensive health, vision and dental coverage, PTO, tuition reimbursement and employer-matched retirement funds are just a few of the great benefits offered to eligible co-workers, including those working 32 hours or more per pay period!