Communications Operator Job at Memorial Hospital and Health Care
Job Summary
Knowledge of overall operations of Patient Financial Services. Provides assistance to all callers, physicians, and departments. Answers all incoming phone calls, making pagers requested by others, and knowledge of the hospital's alarm systems. Under general supervision, maintains the switchboard of the hospital in a manner consistent with the Mission Statement of Memorial Hospital & Health Care Center for all patients age ranging from birth to maturity.
Qualifications
Education:
High School diploma required. Customer service skills are required.
Knowledge of overall operations of Patient Financial Services. Provides assistance to all callers, physicians, and departments. Answers all incoming phone calls, making pagers requested by others, and knowledge of the hospital's alarm systems. Under general supervision, maintains the switchboard of the hospital in a manner consistent with the Mission Statement of Memorial Hospital & Health Care Center for all patients age ranging from birth to maturity.
Qualifications
Education:
High School diploma required. Customer service skills are required.
Training:
Three to four months on the job training.
Three to four months on the job training.
Experience:
None required. Previous hospital or medical environment experience is preferred. Previous telephone experience is preferred.
None required. Previous hospital or medical environment experience is preferred. Previous telephone experience is preferred.
Job Knowledge, Skills, and Abilities:
Basic knowledge of telephones and paging systems; ability to make routine decisions following established policy and procedures; ability to plan daily work for completion; knowledge of computer and related functions; verbal communications skills. Must be pleasant and works well with internal and external customers. Must interface with other hospital departments. Must be able to function under stressful situations.
Performance Requirements
Responsible for:
Directs phone calls and/or messages to the appropriate party; maintains accurate and complete information to avoid delays in transferring messages; responsible for notification of various personnel during emergency situations; knowledge of various alarms systems and alarm panels; knowledge of various telephone equipment.
Basic knowledge of telephones and paging systems; ability to make routine decisions following established policy and procedures; ability to plan daily work for completion; knowledge of computer and related functions; verbal communications skills. Must be pleasant and works well with internal and external customers. Must interface with other hospital departments. Must be able to function under stressful situations.
Performance Requirements
Responsible for:
Directs phone calls and/or messages to the appropriate party; maintains accurate and complete information to avoid delays in transferring messages; responsible for notification of various personnel during emergency situations; knowledge of various alarms systems and alarm panels; knowledge of various telephone equipment.
Physical Demands:
Sits most of the time answering the switchboard and other phones; manual dexterity for handling office and computer equipment.
Sits most of the time answering the switchboard and other phones; manual dexterity for handling office and computer equipment.
Special Demands:
Reflects the mission, philosophy, core values, and customer service plan of Memorial Hospital and Health Care Center in action and attitude. Exercises tact and patience in communicating with patients, families, physicians and other personnel; willingness and ability to adapt work assignments to meet the demands of the department. Provides adequate listening and speaking skills to callers, patients, and physicians. Maintains an accurate in house patient census. Stays current with switchboard policies and procedures to ensure proper protocol is followed. Knowledge of and follows HIPAA (Health Insurance Portability and Accountability Act) regulations and guidelines. Ensures patient confidentiality at all times. Never discloses unnecessary patient information.
Representative Functions
Recognize and practice the core values of Memorial Hospital and Health Care Center. (On-going)
Reflects the mission, philosophy, core values, and customer service plan of Memorial Hospital and Health Care Center in action and attitude. Exercises tact and patience in communicating with patients, families, physicians and other personnel; willingness and ability to adapt work assignments to meet the demands of the department. Provides adequate listening and speaking skills to callers, patients, and physicians. Maintains an accurate in house patient census. Stays current with switchboard policies and procedures to ensure proper protocol is followed. Knowledge of and follows HIPAA (Health Insurance Portability and Accountability Act) regulations and guidelines. Ensures patient confidentiality at all times. Never discloses unnecessary patient information.
Representative Functions
Recognize and practice the core values of Memorial Hospital and Health Care Center. (On-going)
Complies with the 5-Step Customer Service Plan as outlined in the
Organizational Policy Manual. (On-going)
Organizational Policy Manual. (On-going)
1. Understands, follows, and ensures Corporate Compliance guidelines and regulations are followed. (10%)
2. Knowledge of and follows the HIPAA guidelines and regulations. (10%)
- Ensures patient's privacy at all times.
- Withholds confidential information. Does not disclose patient
3. Answers all incoming and outgoing phone calls on the IntelliDesk
switchboard and handle accordingly. (60%)
switchboard and handle accordingly. (60%)
- In a prompt and courteous manner, answers all incoming phone calls on the IntelliDesk telephone system. Ensures good customer service skills with customers.
- Transfers calls to the appropriate departments, units, or patient rooms.
- Reviews, reads, acknowledges, silences and announces all codes that are activated on the Simplex System. Follows proper protocol for all other alarms in the switchboard. Summons assistance to co workers when needed.
- Reports all trouble calls to Manager or calls repair service.
- Places calls on hold or park depending on the callers needs.
- Obtains phone numbers or Physicians office addresses if requested by the caller.
- Assists the caller in anyway possible regarding the callers requests.
- Stays abreast of any changes with the IntelliDesk telephone system.
4. Pages physicians and hospital staff following established protocol. (5%)
- Records the callers name and phone number on the switchboard log.
- When a caller requests a Physician to be paged, the switchboard
- When a caller requests a hospital staff member to be paged or to be connected to their voice mail, the switchboard operator will either put the caller on park and pages the hospital staff or connects the caller to the staff members voice mail.
5. Responsible for reading all trouble and fire codes through the
electronic Simplex System and alerting personnel by established protocol. (5%)
electronic Simplex System and alerting personnel by established protocol. (5%)
- Announces over the P.A. system all codes or any information that may need to be announced. It is the responsibility of the switchboard operator to follow the protocol posted in the switchboard for all alarms.
- When Simplex System alarms (for fire), the operator silences the alarm, announces the code over the P.A. system the code and location three times. The operator will also notify Maintenance by radio, and calls 911 depending on the location of the fire (is the fire in the hospital or in one of the Annexes).
- When Simplex System alarms (for trouble), the switchboard operator silences the alarm and notifies Maintenance by radio.
- Switchboard operators reports any equipment problems to the
6. Follows established protocol for hospital's codes by announcing the codes and notifying appropriate personnel. (5%)
- When codes are activated the switchboard operator will initiate and follow the proper protocol for each code, announcing the code for the P.A. system.
- The operator will continue the protocol for alerting other staff outlined in that code policy and procedures.
- When the "all clear" has been given to the switchboard operator, the operator will make the announcement over the P.A. system stating the code is "all clear".
7. Knowledge of other switchboard equipment; generator alarm panel, Respiratory alarm panel, police scanner, TTY telephone, Vanguard alarm system, hearing impaired telephone equipment. (2%)
8. Follows established protocol for Code Blue and Purple alarm. Alerts the appropriate personnel to assist with the code. (1%)
9. Participates and commits to cross training in Patient Financial
Services assignments as required. (1%)
Services assignments as required. (1%)
- Cross-training will be implemented for areas that may need extra assistance.
- Cross-training may be required, but may not be associated with your job functions.
10. Completes assignments as needed to assist staff in the Patient Financial Services department. (1%)
- The switchboard operator will assist in assignments that may need assistance from the Patient Financial Services department.
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