Switchboard - Business Support - PT Nights

Switchboard – Business Support Services

At MercyOne, health care is more than just a doctor's visit or a place to go when you're in need of medical attention. Our Mission is based on improving the health of our communities – that means not only when you are sick but keeping you well. MercyOne Dubuque is the leading hospital in the tri-states, offering the only comprehensive cardiology center and Level II regional neonatal intensive care unit in the area as well as the newly constructed MercyOne Dubuque Cancer Center. Other services include a trauma center, a CARF-accredited inpatient rehabilitation unit, orthopedics, retail pharmacies, palliative care and a wide range of outpatient and community services. MercyOne operates two hospital-based skilled nursing units and a 40-bed nursing home. In recognition of the strength of its nursing service and the overall quality of patient care, MercyOne Dubuque has been designated a Magnet hospital four consecutive times – the nation's most prestigious award for nursing excellence.

Join the MercyOne Family! We are looking to hire Switchboard – Business Support Services. As Switchboard – Business Support Services at MercyOne, you will be part of a department that provides 24-hour/7 day a week operation/monitoring of communications center equipment and systems to hospital, client/tenants, affiliated on-campus and off-campus sites. Provides informational services to public, all campus and off-campus sites. Responsible for greeting patients and visitors, providing directions to various areas in the hospital while promoting a positive public image for MercyOne Dubuque Medical Center.

Provides mailing services and meeting room coordination to hospital, medical clinic, and affiliates. Provides system support for all beeper paging. Works under general supervision of Business Support Services Director/Coordinator.

Responsibilities include:

• Receives and routes incoming telephone calls by operating the SPOK Console quickly and efficiently per established protocol.
• Performs page requests and initiates security calls by operating the hospital public address system, Motorola pagers, and security radio.
• Announces all emergency codes via public address system, i.e., STAT calls, ALL CODES, notifying appropriate hospital personnel and/or outside agency personnel for quick response. Monitors all alarm panels including emergency data computer and fire panel and printer and notifies appropriate personnel when an alarm is activated in a timely manner.
• Contacts security as requested by employees or visitors in need of escorts to parking areas or in response to calls for other assistance or safety issues.
• Receives and documents physician call messages for physician retrieval.
• Receives hospital visitors in hospital lobby reception area and directs visitors to appropriate hospital locations.
• Assists customers at information desk and when appropriate, provides approved hospital and patient status information. Provides approved patient information in response to telephone inquiries. Refers other inquiries to appropriate hospital personnel.
• Responsible for recording and disbursing patient's valuables and maintaining a key log for visitors signing in and out.
• Supplies all mail room services of the hospital promptly and accurately by sorting incoming in-house mail, processing outgoing mail, including weighing packages.

Schedule:

• 11:00 pm - 7:00 am every Friday and Saturday; holiday requirements.

General Requirements:

• Previous experience in direct customer relations/communications center preferred.
• Experience within Microsoft O365 (M365 Word, Powerpoint, Excel, Teams, Edge) and Internet.
• Maintains a professional, collaborative work environment so as to foster a positive public image for MercyOne Medical Center.
• Must have ability to interact with associates, physicians, visitors and patients consistent with MercyOne's Mission & Values.
• Must have excellent written and verbal communication skills with the ability to relate to people across all levels & diverse backgrounds; ability to handle interactions with discretion, tact & courtesy.
• Ability to adapt to constant interruptions and handle critical response situations in a CALM, ORDERLY MANNER.
• Ability to understand and use communications, beeper pager, iPads, and laptops.
• Must be able to perform emergency tasks simultaneously, quickly, efficiently, in a calm, organized manner. Provide effective immediate response to Fire-Panic Alarm System.
• Ability to work independently and as a Team Member.

Education:

• High school diploma or GED required. Degree from higher level education degree that requires a high school diploma or GED as a pre-requisite is also permitted.

Colleagues of MercyOne Health System enjoy competitive compensation with a full benefits package and opportunity for growth throughout the system!

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.