What are the responsibilities and job description for the Kaiser Permanente is hiring: OPERATOR, COMMUNICATIONS in Hillsboro position at Kaiser Permanente?
Job Summary :
To provide a communication phone service to our members, patients, and employees that is efficient, accurate and timely in meeting their needs, and which supports the department and organizational policies and procedures in accordance with the Quality of Service Behavior Guidelines.
Essential Responsibilities :
- Receives and processes calls received at the KSMC call switch; ensures accurate routing of calls received for the KSMC campus, as well as those for other Kaiser clinics, ASCs, and Plan Hospital facilities; provides clear and concise communications consistent with the quality of service behavior guidelines; provides information to callers, and those who come to the department, and assist them in finding the correct location / department to obtain information; determines the type of call to forward to the appropriate advice or appointment line per guidelines; ensures fraudulent use of the phone system does not happen. Implements hospital response to all emergencies, drills, codes, as directed. Processes calls per department productivity standards; demonstrates knowledge, interaction, and communication skill levels required for different patient populations based upon age-specific needs. Demonstrates accurate and rapid response to all hospital emergency and disaster code calls; monitors emergency alarms. Responsible for the assignment, service, maintenance, stocking, and replacement of pagers for the medical staff.
- Utilizes the online clinical information systems (KARE, MIPS, ADT, Internal Home Page directory, Master Directory, Physician Scheduling) to facilitate timely call management; utilizes KARE to provide information to callers about the location of patients who are hospitalized (except confidential admits); maintains online attendant directory and utilizes it to facilitate call routing; utilizes Master Directory online system and KP Internal Home Page to locate phone numbers for all staff and departments. Upgrades computer skills and knowledge as system changes require through continuing education and in-services.
- Maintains an accurate schedule of all staff on-call; responsible for following physician staff scheduling for after-hours calls, weekends, and holidays, for all KP physicians and allied healthcare staff for KSMC, clinics, and plan hospitals; updates call sheets for ill calls received and makes sure replacements are documented for all operator workstations; assists in locating replacement physicians when requested; ensures requests for specialty consults are reached, and if no response, locates another physician to take the call.
- Performs scheduling activities for all support departments who have staff on-call after hours, weekends, and holidays at KSMC, clinics, and plan hospitals; updates staff call sheets for ill calls and their replacements; assists in locating staff when requested; ensures requests for supportive service are reached, locating another staff until completed.
- Prepares and maintains a current list of those on-call for both physician and support services for daily access; aware of key personnel on duty at all times; assists physicians in pager assignment and / or replacements.
- Participates in quality review / monitoring activities; collaborates with departments to ensure accurate and complete information is provided to members at all times; prepares and utilizes logs for traffic data; prepares reports of all unusual activities and departments' responses to such; develops, reviews, and revises department procedures when requested; actively participates in orientation and training of new employees in the department as assigned; reports all problems promptly to appropriate personnel.
- Takes appropriate action in determining minor and / or major phone system or computer problems by notifying telecommunications and providing necessary details of the incident. Other duties as assigned.
Basic Qualifications : Experience
Education
License, Certification, Registration
Additional Requirements :
Preferred Qualifications :
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