TELECOMMUNICATIONS REPRESENTATIVE - FULL-TIME

The Telecommunication Representative is responsible for making positive first impressions, as they maintain focus on the overall safety of our patients, guests and hospital employees. They work closely with hospital and health system departments, physicians, employees, patients and their family members regarding a variety of hospital and health system services. The employee will be responsible for a customer-friendly approach to the delivery of services using their technical capacities to provide a communication gateway between our patients and the health system. The position will consistently demonstrate positive interpersonal and interdepartmental relationships and create a positive and professional working environment for new employees. Is responsible for the review and maintenance of ongoing communication tools used by the entire department, while assisting with the training and development of new employees.

Essential Job Functions

• Prepare electronic documentation that are complete, professional in nature and uses correct grammar, punctuation and format.
• Intercept internal and external calls with a customer-friendly approach.
• Maintain a positive attitude with callers, coworkers, health system employees and physicians.
• Assure that customer needs are met in a timely fashion.
• Keep the mission, vision and values of the organization in mind with each patient contact.
• Demonstrate knowledge of the Independence Health System Health code processes and other emergency plans using supporting department policies and procedures on the successful initiation of emergency codes.
• Immediate response to emergent situations while gathering information from physicians and / or clinicians.
• Efficient and accurate initiation of emergency codes in critical situations using Lynx, overhead paging, and Microsoft Office.
• Accurately records detailed information about all emergent situations using Microsoft Office.
• Answer telephone calls promptly, efficiently and courteously using a positive voice image to callers, keeping in mind the tone, inflection, and enunciation to all callers.
• Foster a “one stop shop” culture by listening to callers intently to determine the nature of the call to see if the call must be transferred or if it can be handled by a Switchboard Operator.
• Screen calls to ensure authenticity and make sure that any messages are communicated to the correct recipients in a time-efficient manner.
• Create and process messages, schedule and log that legible, accurate and communicated to the other staff.
• Provide call processing support to multiple departments and hospital physicians to maintain a pathway for necessary communication between patients and their clinicians after business hours.
• Collect, communicate and document confidential patient information using PerfectServe, MediCall, Spok, and Microsoft Office.
• Answer queries pertaining to admitted patients by following confidentiality protocols using McKesson STAR.
• Awareness of hospital campuses to accurately direct visitors to appropriate departments or patient rooms.
• Responsible for accurate individual performance outcomes for all applications used in the department, including but not limited to PerfectServe – physician communication, MediCall – information database, McKesson STAR – patient information, Spok – alternate paging services, Cisco Jabber – dept. to dept. communication, Lynx – emergency notification system, Microsoft Windows – PC Operating system, Microsoft Office – Excel, Word, PowerPoint, Access, Outlook, Internet Explorer – internet provider, PA system – overhead paging, API – time and attendance and UltiPro – benefits, compensation, performance management.
• Operational knowledge of hardware used to support department operations, including by not limited to Cisco telephony – phones, conference calls, Emergency panels – alarms, emergency codes, Simplex – LH fire system, and Wireless devices – cell phones, one-way pagers.
• Other duties as assigned.
• Manage the issuance of pagers and assist employees with user guidelines.
• Maintain central database of all paging devices using Microsoft Office.
• Contact vendor for device exchanges and various troubleshooting needs.
• Review and revise necessary emergency code contact information on an as needed basis.
• Review department processes for necessary updates and revise as needed.
• Responsible for the day-to-day training of new employees and escalate training concerns to management.
• Create a professional working environment for new employees so that effective training and development can be fostered.
• Ensure new employees are directing callers professionally, correctly, promptly and courteously.
• Consistently review individual emergency code processes with new employees and conduct mock code situations to ensure that employees are prepared to work alone.
• Assess and verify call accuracy for new employees to include scripting and call connections
• Consistently review patient transfer process with new employees and conduct mock scenarios as part of the learning process.
• Ensure new employees are mindful of physician protocols and can accurately process calls.
• Review patient privacy codes with new employees and audit processing of patient information calls to ensure patient confidentiality.
• Review new employee long information for all applications to ensure successful access.
• Daily review of all call logs to ensure complete and accurate information.
• Monthly creation of new call logs to replace previous month’s tracking sheet.

Required Qualifications

Preferred Qualifications

License, Certification & Clearances

Supervisory Responsibilities

Position Type / Expected Hours of Work

LEAN

AAP / EEO

Work Environment

Effective March 2020 or during pandemic : goggles, face shield and mask are required according to CDC guidelines

When lift requirement is in excess of 50#, lift assistance (2 person) and / or transfer device is required.

Essential – Absolute Necessity.

Marginal – Minimal Necessity.

Constantly – 5.5 to 8 hours or more or 200 reps / shift.

Frequently – 2.5 to 5.5 hours or more or 32-200 reps / shift.

Occasionally – 0.25 to 2.5 hours or 2-32 reps / shift.

Rarely – Less than 0.25 hours or less than 2 reps / shift.

Physical Condition

Essential

Marginal

Constantly

Frequently

Occasionally

Rarely

Never

Extreme Heat

Extreme Cold

Heights

Confined Spaces

Extreme Noise(>

85dB)

Mechanical Hazards

Use of Vibrating Tools

Operates Vehicle

Operates Heavy Equipment

Use of Lifting / Transfer Devices

Rotates All Shifts

8 Hours Shifts

10-12 Hours Shifts

On-Call

Overtime( 8 / hrs / shift; 40 / hr / wk)

Travel Between Sites

Direct Patient Care

Respirator Protective Equipment

Eye Protection

Head Protection (hard hat)

Hearing Protection

Hand Protection

Feet, Toe Protection

Body Protection

Latex Exposure

Solvent Exposure

Paint (direct use) Exposure

Dust (sanding) Exposure

Ethylene Oxide Exposure

Cytotoxic (Chemo) Exposure

Blood / Body Fluid Exposure

Chemicals (direct use) Exposure

Mist Exposure

Wax Stripper (direct use)

Non-Ionizing Radiation Exposure

Ionizing Radiation Exposure

Laser Exposure

Physical Demands

When lift requirement is in excess of 50#, lift assistance (2 person) and / or transfer device is required.

Essential – Absolute Necessity.

Marginal – Minimal Necessity.

Constantly – 5.5 to 8 hours or more or 200 reps / shift.

Frequently – 2.5 to 5.5 hours or more or 32-200 reps / shift.

Occasionally – 0.25 to 2.5 hours or 2-32 reps / shift.

Rarely – Less than 0.25 hours or less than 2 reps / shift.

Physical Condition

Essential

Marginal

Constantly

Frequently

Occasionally

Rarely

Never

Bending (Stooping)

Sitting

Walking

Climbing Stairs

Climbing Ladders

Standing

Kneeling

Squatting (Crouching)

Twisting / Turning

Keyboard / Computer Operation

Gross Grasp

Fine Finger Manipulation

Hand / Arm Coordination

Pushing / Pulling(lbs. of force)

Carry

Transfer / Push / Pull Patients

Seeing Near w / Acuity

Feeling (Sensation)

Color Vision

Hearing Clearly

Pulling / Pushing Objects Overhead

Reaching Above Shoulder Level

Reaching Forward

Lifting Floor to Knuckle

Lifting Seat Pan to Knuckle

Lifting Knuckle to Shoulder

Lifting Shoulder to Overhead

When lift requirement is in excess of 50#, lift assistance (2 person) and / or transfer device is required.