Advocate Health Care
Communications Center Rep - As Needed
Advocate Health Care, Downers Grove, Illinois, United States, 60516
Overview
This job description is for a Communications Center role at Advocate Health Care. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range
$18.50/hr - $27.75/hr Major Responsibilities
Communications Operator Activities
1) Responsible for answering and processing all incoming calls (both internal and external) for patients, staff, physicians and the public. Assists patients, staff and physicians in placing outgoing calls including but not limited to long distance calls, restricted area calls, physician offices and home numbers, other hospitals and clinics. 2) Utilize department computers and various computer applications to obtain information. Provide accurate information to patients, staff, physicians and the public as requested. Maintain information in multiple computer databases. 3) Conduct a wide variety of paging functions to include overhead public address announcements and/or pocket paging personnel upon request. Overhead page to announce emergencies, codes, drills, etc. Make overhead public address announcements for special events on a regular basis. 4) Monitor various alarm systems and respond to any signals from all emergency telephones, alarms, codes & monitors, etc. Follow policy and procedures to alert all required personnel involved in the emergency. 5) Assume responsibility for routine customer problem solving and address and resolve routine customer concerns; escalating any critical situations to the Department Manager for prompt follow up. 6) Observe and respect HIPAA and the confidentiality of information in regard to patients, physicians, and fellow employees 7) Report internal specific phone trouble to the Communications Center Manager and to the Telecommunications Analyst responsible for the Good Samaritan site. 8) Maintains appropriate communication etiquette at all times, with a positive, patient and pleasant disposition and an audible tone of voice.
Dispatcher & Customer Service Activities
1) Responsible for answering and processing all calls for Facilities, Corporate Telecommunications Analyst and the in-hospital transportation of patients and equipment. Logs requests into the TeleTracking and TMS system and as required assigns Central Transport associates to perform any special assignments via pocket pager. 2) Accurately dispatches calls to the designated service staff and area. Assesses and prioritizes the appropriate level of response to the customer’s needs. Under clinical instruction, dispatches patient precautions and special requirements as appropriate. 3) Monitors the progress of all service requests, checks status to make certain delay codes are used appropriately; minimizing delays of service requests; validating that all service requests are completed within standard time. Ensures that all requesting departments’ areas are informed and appraised of any and all changes in the status of their service request. 4) Maintains systems for organizing work and information while minimizing errors and maintaining high quality results. Actively explores ways to improve work processes and shares with department Manager. 5) Maintains required departmental dispatching, code paging and equipment rental logs, records and reports and files in accordance with established procedures. Is able to obtain, process and distribute necessary logs, records and reports in a timely manner.
Departmental Activities
1) Per
Education/Experience Required
High School Diploma or Equivalent At least 1-2 years PBX and/or switchboard experience At least 1-2 years Customer Service experience Dispatcher experience preferred Experience in public address announcing and various paging functions preferred Knowledge of medical terminology preferred Hospital Experience Preferred Knowledge, Skills & Abilities Required
PC and Keyboard Experience with the ability to accurately type 25 wpm, preferred Ability to speak English Fluently Strong Communications skills Strong Customer Service Skills Strong ability to work within a team setting Physical Requirements And Working Conditions
Pleasant voice, tactful delivery Ability to sit for extended periods Ability to communicate via phone, handheld radio and pager Ability to read board, screens and overhead monitors and document events/situations Must be willing to work weekends, holidays and different shifts in order to accommodate staffing needs Must be able to maintain composure, work under very stressful, emergency situations and handle difficult people This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.
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This job description is for a Communications Center role at Advocate Health Care. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range
$18.50/hr - $27.75/hr Major Responsibilities
Communications Operator Activities
1) Responsible for answering and processing all incoming calls (both internal and external) for patients, staff, physicians and the public. Assists patients, staff and physicians in placing outgoing calls including but not limited to long distance calls, restricted area calls, physician offices and home numbers, other hospitals and clinics. 2) Utilize department computers and various computer applications to obtain information. Provide accurate information to patients, staff, physicians and the public as requested. Maintain information in multiple computer databases. 3) Conduct a wide variety of paging functions to include overhead public address announcements and/or pocket paging personnel upon request. Overhead page to announce emergencies, codes, drills, etc. Make overhead public address announcements for special events on a regular basis. 4) Monitor various alarm systems and respond to any signals from all emergency telephones, alarms, codes & monitors, etc. Follow policy and procedures to alert all required personnel involved in the emergency. 5) Assume responsibility for routine customer problem solving and address and resolve routine customer concerns; escalating any critical situations to the Department Manager for prompt follow up. 6) Observe and respect HIPAA and the confidentiality of information in regard to patients, physicians, and fellow employees 7) Report internal specific phone trouble to the Communications Center Manager and to the Telecommunications Analyst responsible for the Good Samaritan site. 8) Maintains appropriate communication etiquette at all times, with a positive, patient and pleasant disposition and an audible tone of voice.
Dispatcher & Customer Service Activities
1) Responsible for answering and processing all calls for Facilities, Corporate Telecommunications Analyst and the in-hospital transportation of patients and equipment. Logs requests into the TeleTracking and TMS system and as required assigns Central Transport associates to perform any special assignments via pocket pager. 2) Accurately dispatches calls to the designated service staff and area. Assesses and prioritizes the appropriate level of response to the customer’s needs. Under clinical instruction, dispatches patient precautions and special requirements as appropriate. 3) Monitors the progress of all service requests, checks status to make certain delay codes are used appropriately; minimizing delays of service requests; validating that all service requests are completed within standard time. Ensures that all requesting departments’ areas are informed and appraised of any and all changes in the status of their service request. 4) Maintains systems for organizing work and information while minimizing errors and maintaining high quality results. Actively explores ways to improve work processes and shares with department Manager. 5) Maintains required departmental dispatching, code paging and equipment rental logs, records and reports and files in accordance with established procedures. Is able to obtain, process and distribute necessary logs, records and reports in a timely manner.
Departmental Activities
1) Per
Education/Experience Required
High School Diploma or Equivalent At least 1-2 years PBX and/or switchboard experience At least 1-2 years Customer Service experience Dispatcher experience preferred Experience in public address announcing and various paging functions preferred Knowledge of medical terminology preferred Hospital Experience Preferred Knowledge, Skills & Abilities Required
PC and Keyboard Experience with the ability to accurately type 25 wpm, preferred Ability to speak English Fluently Strong Communications skills Strong Customer Service Skills Strong ability to work within a team setting Physical Requirements And Working Conditions
Pleasant voice, tactful delivery Ability to sit for extended periods Ability to communicate via phone, handheld radio and pager Ability to read board, screens and overhead monitors and document events/situations Must be willing to work weekends, holidays and different shifts in order to accommodate staffing needs Must be able to maintain composure, work under very stressful, emergency situations and handle difficult people This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.
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