Please apply if interested in working the evening shift - 3pm - 11:30pm
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.
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.
EEO Statement: 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.
UPDATE: ChristianaCare is committed to prioritizing the health and safety of our patients and caregivers. As we continue to meet the needs of our caregivers and our community through the COVID-19 pandemic, our commitment to health and safety requires that we take new steps to ensure a safe environment for medical care for our patients and a workplace that avoids preventable harm for our caregivers. For this reason, vaccination for COVID-19 is required for all caregivers at ChristianaCare and is considered a safety standard that is job-related and consistent with business necessity for all caregivers.
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.