****Full and Part time Positions with Day and Evening shifts available ****
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 procedures 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 for Christiana and Wilmington hospitals.
Handle all calls appropriately providing outstanding customer service.
Provide patient location information to internal and external callers.
Provide department 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 and pagers.
Assist staff with utilization of the WebPaging systems including access to the systems, functionality, types of pagers and their coverage areas.
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 condition 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.
Answer 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 community, provides assistance to the caller.
Makes decisions regarding emergency calls and dispatches accordingly, following policies and procedures.
Provides directions to facilities for the public.
Troubleshoot problems with paging equipment. Review error messages, test system, and make notifications based on time-critical procedures.
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.
DIRECTION/SUPERVISION OF OTHERS:
Direction is received verbally and written from the Team Leaders, and Manager. Team Leaders are on site 0730-2030 Monday through Friday and 0730-1630 on Saturdays. A Team Leader is on call when Team Leaders are not on site. Bi-monthly meetings are held and information given in the meeting minutes. Daily huddles are performed with pertinent information provided via huddle boards as well as 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 customer service experience, call center 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, interpret, and relay information to others.
Demonstrated knowledge of professional email standards, grammar and spelling.
Essential personnel, 24/7 department. Work schedules may be changed with short notice to ensure essential services are maintained.
Frequent sitting for extended periods with intermittent standing and walking. Reaching.
Office setting, on occasion noisy due to activity level of the job.
Internal Number: JR57484
About ChristianaCare Health System
ChristianaCare 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.