Part Time 18 hours Grade 007 Communications Center Schedule FRIDAYS AND SATURDAYS 10PM-7AM Responsibilities General Description: Receives telephone calls and processes pages for physician and hospital staff members. Handles and makes emergency and informational overhead announcements. Receives telephone calls and processes patient information and clinical directory assistance. Triages calls regarding inpatient TV/phone services and resolves equipment issues. Operators must rotate weekend on-call responsibilities to assure coverage of all weekend shifts. Has direct patient contact when replacing patient phone equipment. Responsibilities: Complex Thinking and Problem Solving; Independent Decision-Making: Triages patient calls, using expert knowledge to respond to individual patient needs while responding to specific protocols of medical departments. Trains house staff and hospital personnel in use of automated page system. Assists in training new Communications Center staff in job functions, hospital protocols, departmental, Communications Center policies and procedures. Determines when situations warrant contacting Department Management, Administrator On-Call, Security, and Public Relations staff. Researches and resolves paging issues which impact or delay patient care. Researches problems with patient TV/telephones and replaces equipment or calls for service repair. Monitors and triages Code Team and medical gas alarm panels. Has direct patient contact with all age levels. Technical Knowledge and Ability: Places Stat and routine pages on the computerized paging system. Places emergency medical tones and overhead pages via appropriate devices. Performs disaster and emergency procedures and protocols. Updates office procedures/protocols in paging system, resource books and manuals. Converts computerized automated systems to back up system as needed during downtime and makes necessary notifications. Installs specialized telephone equipment for inpatients with special needs. Troubleshoots equipment problems, files problem report and makes necessary contacts for resolution. Data Entry Skills: Analyzes and converts raw data into programming of paging system. Enters on-call schedules and new staff into paging system database. Makes on-call schedule changes in paging database and updates departmental hard copies. Performs maintenance on the paging system database. Verifies and update telephone flag fields and conditions. Routine Functions: Answers incoming telephone calls for routine and emergency paging requests. Process pages as directed on computer based paging system. Assigns pager identification codes (PIC) and add/delete hospital staff into paging system database. Triages incoming calls for Patient Information and TV/Telephone services as necessary. Answers telephone calls for information in an efficient and timely manner. Connects calls to patients, units, and hospital departments. Updates phone flags and conditions. Performs other duties as assigned by Communications Center Manager or Supervisor. Monthly performance expectations Average talk time on Page calls 24 seconds or less Average talk time on Patient Information calls 48 seconds or less Average talk time on Clinical Directory Assistance 24 seconds or less Percentage of calls completed within 6 seconds of disconnected call 80% or greater Percentage of time logged in taking calls 90% or greater Qualifications: Requires 1 year of relevant post High School education or equivalent and 1-2 years of related experience. Prefer High school diploma and Communications or Business degree. Prefer 2-5 years hospital and/or call center and/ or customer service experience. Ability to work as a team. Microsoft computer skills. Strong communications, listening and customer service skills. Ability to handle a large volume of calls and work under pressure. Excellent interpersonal skills and the ability to work with a diverse population. Ability to expedite incoming calls to adhere to department phone statistical expectations
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