To provide directory information to staff visitors, patients and the public based on stated needs of the caller; interpret on-call schedule and provide information to staff; answer and dispatch emergency code activations.
PRINCIPAL DUTIES AND RESPONSIBILITIES Answer all emergency (911) phone lines for Christiana, Wilmington and Middletown hospitals. Follow the procedure for more than 20 emergency medical code notifications (i.e., Code blue, Trauma Alert/Code. Heart Alert/Code, Code Delta, Internal Emergency) Documents emergency code notifications and notifies appropriate staff via pagers, overhead announcements, or telephone calls as necessary. Answer main telephone number of Christiana and Wilmington hospitals. Handle all calls appropriately providing outstanding customer service. Provide patient locations information to internal and external callers. Promote services offered by CCHS to callers. Answer questions regarding services throughout the health system including satellite offices, Health Initiatives, etc. Elicit information from callers, both internal and external, to match services to callers' needs. Provide information to internal and external callers regarding staff telephone numbers. Overhead announcements for individual staff, system failures, special services, and emergency code notifications. Answer the main number for the Christiana ED providing location information on patients to external callers and directing other inquiries to the appropriate service. Provide information regarding departmental on call schedules to staff, (Surgery, Pastoral Care, Environmental Services, EKG, etc) contacts staff as necessary. Answers Corporate Communications line after hours. Obtain and provide patient conditions information to Media according to guidelines set by the department. Answers Social Work, Pastoral Care and Clinical Engineering department lines after hours relaying messages to appropriate staff. Answers Ethics Consultation line, take and relay messages to staff. Assist with placing long distance calls and local calls for staff, visitors, and patients Answers TTY for the community, provides assistance to the caller. Make decisions regarding emergency calls and dispatches accordingly, following policies and procedure. Provide directions to facilities for public Performs assigned work safely, adhering to established departmental safety rules and practices; reports to supervisor, in a timely manner, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients, and visitors. Performs other related duties as required. SCOPE, PURPOSE, AND FREQUENCY OF CONTACTS:
Twenty- Four-hour contact with staff, physicians, patients, visitors, and the public. Provides courteous and professional assistance and information.
The direction is received verbally and written from the Team Leaders, and Supervisor. Team Leaders are onsite 0730-2030 Monday through Friday and 0730-1630 on Saturdays. A Team Leader or Supervisor is on call when Team Leaders/Supervisor is not on site. Monthly meetings are held and information given in the meeting minutes. Information provided through email on a daily basis regarding changes, services and new procedures. Bi-yearly mandatory in-services.
EDUCATION AND EXPERIENCE REQUIREMENTS: High school graduate or equivalent Two years of customer service experience, call center /Medical experience preferred. An equivalent combination of education and experience may be substituted. KNOWLEDGE, SKILL, AND ABILITY Requirements: Knowledge of computers ( Windows) Familiar with web navigation Knowledge of electronic communication ( email) Strong customer service orientation Excellent verbal telephone communication skills Active listening skills Ability to handle stress Ability to make effective decision in emergency and stressful situations. Multi-tasking ability; able to prioritize and switch focus quickly based on call center needs. Ability to work independently and as part of a team under stressful circumstances. 30 WPM typing speed, PC and Keyboard proficiency. Ability to accurately summarize any source of information, interprets, and relay information to others. Demonstrated knowledge of professional email standards, grammar, and spelling. SPECIAL Requirements: Essential personnel, 24/7 department. Work schedules may be changed with short notice to ensure essential services are maintained. PHYSICAL DEMANDS: Frequent sitting for extended periods with intermittent standing and walking. Reaching. WORKING CONDITIONS: Office setting, on occasion noisy due to the activity level of the job.
Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.
Wilmington Hospital, Wilmington, Delaware.
This 241-bed, 622,100-square-foot facility includes an emergency department and helipad and is supported by specialized centers for rehabilitation, advanced joint replacement, women's health, pediatrics, behavioral health, and memory disorders. This location also offers diagnostic imaging, lab services and an on-site surgicenter. The Wilmington Hospital campus serves as Christiana Care's corporate headquarters and includes the Wilmington Annex, which hosts adolescent health services, an HIV program, a Community Health Access Program and the Wilmington Family Medical Center.
Internal Number: 48237BR
About Christiana Care Health System
Christiana Care Health System is headquartered in Wilmington, Delaware and is one of the country's largest health care providers, ranking 21st in the nation for hospital admissions. Christiana Care is proudly a Nurse Magnet recognized institution. Christiana Care Health System is also one of the largest health care providers in the mid-Atlantic region, serving all of Delaware and portions of seven counties bordering the state in Pennsylvania, Maryland and New Jersey. A not-for-profit, non-sectarian health system, Christiana Care includes two hospitals with more than 1,100 patient beds, and is a major teaching hospital with two campuses. Christiana Care is continually recognized for excellence on a regional and national level. Our role in the community is expressed in the Christiana Care Way: "We serve our neighbors as respectful, expert, caring partners in their health. We do this by creating innovative, effective, affordable systems of care that our neighbors value."Christiana Care is a great place to work because we value diversity and recognize it to be a core part of our success. Because of the diversity of our employees, affiliated health professionals and volunteers, we are... positioned to meet the unique needs of our patients and community. We acknowledge and celebrate the uniqueness and talent of each employee. Because of our talented workforce we are able to provide a quality healthcare experience to our patients and community. We strive to create an inclusive environment in which individual diversity can be leveraged and thrive. Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.