Independence Health System
TELECOMMUNICATIONS REPRESENTATIVE
Independence Health System, Latrobe, Pennsylvania, United States
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Description The Telecommunication Representative is responsible for making positive first impressions, maintaining focus on the overall safety of our patients, guests, and hospital employees. They work closely with hospital and health system departments, physicians, employees, patients and their family members regarding a variety of hospital and health system services. The employee will provide a customer-friendly approach to the delivery of services, using technical capacities to serve as a communication gateway between patients and the health system. The Telecommunication Representative consistently demonstrates positive interpersonal and interdepartmental relationships and creates a professional working environment for new employees. The role includes the review and maintenance of ongoing communication tools and assists with training and development of new employees.
Essential Job Functions
Prepare electronic documentation that are complete, professional in nature and use correct grammar, punctuation and format.
Intercept internal and external calls with a customer‑friendly approach.
Maintain a positive attitude with callers, coworkers, health system employees and physicians.
Assure that customer needs are met in a timely fashion.
Keep the mission, vision and values of the organization in mind with each patient contact.
Demonstrate knowledge of the Independence Health System Health‐code processes and other emergency plans using supporting department policies and procedures on the successful initiation of emergency codes.
Immediate response to emergent situations while gathering information from physicians and/or clinicians.
Efficient and accurate initiation of emergency codes in critical situations using Lynx, overhead paging, and Microsoft Office.
Accurately record detailed information about all emergent situations using Microsoft Office.
Answer telephone calls promptly, efficiently and courteously using a positive voice image to callers, keeping in mind the tone, inflection, and enunciation to all callers.
Foster a “one stop shop” culture by listening to callers intently to determine the nature of the call to see if it must be transferred or handled by a Switchboard Operator.
Screen calls to ensure authenticity and make sure that any messages are communicated to the correct recipients in a time‑efficient manner.
Create and process messages, schedule and log that legible, accurate and communicated to the other staff.
Provide call processing support to multiple departments and hospital physicians to maintain a pathway for necessary communication between patients and their clinicians after business hours.
Collect, communicate and document confidential patient information using PerfectServe, MediCall, Spok, and Microsoft Office.
Answer queries pertaining to admitted patients by following confidentiality protocols using McKesson STAR.
Awareness of hospital campuses to accurately direct visitors to appropriate departments or patient rooms.
Responsible for accurate individual performance outcomes for all applications used in the department, including but not limited to PerfectServe, MediCall, McKesson STAR, Spok, Cisco Jabber, Lynx, Microsoft Windows, Microsoft Office, PX system, PA system, API, UltiPro, and other tools.
Operational knowledge of hardware used to support department operations, including Cisco telephony, Emergency panels, Simplex fire system, and Wireless devices.
Other duties as assigned.
Manage the issuance of pagers and assist employees with user guidelines.
Maintain central database of all paging devices using Microsoft Office.
Contact vendor for device exchanges and troubleshooting needs.
Review and revise emergency code contact information as needed.
Review department processes for necessary updates and revise as needed.
Responsible for the day‑to‑day training of new employees and escalating training concerns.
Create a professional working environment for new employees.
Ensure new employees direct callers professionally, correctly, promptly and courteously.
Consistently review individual emergency code processes with new employees and conduct mock code situations.
Assess and verify call accuracy for new employees to include scripting and call connections.
Consistently review patient transfer process with new employees and conduct mock scenarios.
Ensure new employees are mindful of physician protocols and can accurately process calls.
Review patient privacy codes with new employees and audit processing of patient information calls.
Review new employee long information for all applications to ensure successful access.
Daily review of all call logs to ensure complete and accurate information.
Monthly creation of new call logs to replace previous month’s tracking sheet.
Required Qualifications
High School Diploma or GED, or Higher Level of Education.
Previous experience in customer service.
Strong leadership ability, good organizational skills, independent and critical thinking skills, sound judgment, and knowledge of legal aspects and liability of nursing practice.
Strong ability to communicate complex and/or controversial topics and concepts to a wide and diverse audience.
Proficient in Microsoft Office applications, including Outlook and Excel.
Preferred Qualifications
One (1) year experience in hospital switchboard.
Knowledge of medical terminology.
License, Certification & Clearances
Act 34‑PA Criminal Record Check from the PA State Police system.
Supervisory Responsibilities
This position has no direct supervisory responsibilities, but it does serve as a coach and mentor for other positions in the department.
Position Type / Expected Hours of Work
Incumbent will be scheduled based on operational need (rotate shifts, standby, on‑call, etc.).
Travel may be expected locally between Independence Health System Health locations.
LEAN
Actively promotes a Lean work culture by performing team member duties to encourage consistent use of LEAN principles and processes, including continually seeking work process improvements. Recognizes the necessity of taking ownership of one’s own motivation, morale, performance and professional development. Strives for behavior consistent with being committed to Independence Health System’s missions, vision and values.
AAP/EEO
Independence Health System Health is an Equal Opportunity Employer. It is the policy of Independence Health System Health to prohibit discrimination of any type and to afford equal employment opportunities to employees and applicants, without regard to race, color, religion, sex, national origin, age, marital status, non‑job related disability, veteran status, or genetic information, or any other protected class. Independence Health System Health will conform to the spirit as well as the letter of all applicable laws and regulations.
Ability to perform the Essential Functions listed on the Physical Conditions and ability to perform the Essential Functions on the Working Condition chart.
Work Environment
Effective March 2020 or during pandemic: goggles, face shield and mask are required according to CDC guidelines.
When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device is required.
Physical Demands When lift requirement is in excess of 50#, lift assistance (2‑person) and/or transfer device is required. The position’s cadence may include periods of 5.5 to 8 hours or more (200 calls/shift) or 2.5 to 5.5 hours (32‑200 calls/shift) and less frequently 0.25 to 2.5 hours (2‑32 calls/shift). Physical tasks include: bending, sitting, walking, climbing stairs, climbing ladders, standing, kneeling, squatting, twisting/turning, keyboard/computer operation, gross grasp, fine finger manipulation, hand/arm coordination, push/pull, carry, transfer/push/pull patients, near vision, hearing, pulling/pushing objects overhead, reaching above shoulder, reaching forward, lifting from floor to knuckle, from seat pan to knuckle, from knuckle to shoulder, and from shoulder to overhead.
Hazards/conditions may involve extreme heat or cold, heights, confined spaces, noise above 85dB, mechanical hazards, vibrating tools, vehicle operation, lifting/transfer devices, rotating shifts, 8‑12 hour shifts, on‑call, overtime, travel, direct patient care, respirator and eye/hand/feet protection, latex, solvent, paint, dust, ethylene oxide, cytotoxic, blood/body fluid, chemicals, mist, wax stripper, non‑ionizing and ionizing radiation, and laser exposure.
Seniority Level
Entry level
Employment Type
Full‑time
Job Function
Other
Industries
Hospitals and Health Care
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Description The Telecommunication Representative is responsible for making positive first impressions, maintaining focus on the overall safety of our patients, guests, and hospital employees. They work closely with hospital and health system departments, physicians, employees, patients and their family members regarding a variety of hospital and health system services. The employee will provide a customer-friendly approach to the delivery of services, using technical capacities to serve as a communication gateway between patients and the health system. The Telecommunication Representative consistently demonstrates positive interpersonal and interdepartmental relationships and creates a professional working environment for new employees. The role includes the review and maintenance of ongoing communication tools and assists with training and development of new employees.
Essential Job Functions
Prepare electronic documentation that are complete, professional in nature and use correct grammar, punctuation and format.
Intercept internal and external calls with a customer‑friendly approach.
Maintain a positive attitude with callers, coworkers, health system employees and physicians.
Assure that customer needs are met in a timely fashion.
Keep the mission, vision and values of the organization in mind with each patient contact.
Demonstrate knowledge of the Independence Health System Health‐code processes and other emergency plans using supporting department policies and procedures on the successful initiation of emergency codes.
Immediate response to emergent situations while gathering information from physicians and/or clinicians.
Efficient and accurate initiation of emergency codes in critical situations using Lynx, overhead paging, and Microsoft Office.
Accurately record detailed information about all emergent situations using Microsoft Office.
Answer telephone calls promptly, efficiently and courteously using a positive voice image to callers, keeping in mind the tone, inflection, and enunciation to all callers.
Foster a “one stop shop” culture by listening to callers intently to determine the nature of the call to see if it must be transferred or handled by a Switchboard Operator.
Screen calls to ensure authenticity and make sure that any messages are communicated to the correct recipients in a time‑efficient manner.
Create and process messages, schedule and log that legible, accurate and communicated to the other staff.
Provide call processing support to multiple departments and hospital physicians to maintain a pathway for necessary communication between patients and their clinicians after business hours.
Collect, communicate and document confidential patient information using PerfectServe, MediCall, Spok, and Microsoft Office.
Answer queries pertaining to admitted patients by following confidentiality protocols using McKesson STAR.
Awareness of hospital campuses to accurately direct visitors to appropriate departments or patient rooms.
Responsible for accurate individual performance outcomes for all applications used in the department, including but not limited to PerfectServe, MediCall, McKesson STAR, Spok, Cisco Jabber, Lynx, Microsoft Windows, Microsoft Office, PX system, PA system, API, UltiPro, and other tools.
Operational knowledge of hardware used to support department operations, including Cisco telephony, Emergency panels, Simplex fire system, and Wireless devices.
Other duties as assigned.
Manage the issuance of pagers and assist employees with user guidelines.
Maintain central database of all paging devices using Microsoft Office.
Contact vendor for device exchanges and troubleshooting needs.
Review and revise emergency code contact information as needed.
Review department processes for necessary updates and revise as needed.
Responsible for the day‑to‑day training of new employees and escalating training concerns.
Create a professional working environment for new employees.
Ensure new employees direct callers professionally, correctly, promptly and courteously.
Consistently review individual emergency code processes with new employees and conduct mock code situations.
Assess and verify call accuracy for new employees to include scripting and call connections.
Consistently review patient transfer process with new employees and conduct mock scenarios.
Ensure new employees are mindful of physician protocols and can accurately process calls.
Review patient privacy codes with new employees and audit processing of patient information calls.
Review new employee long information for all applications to ensure successful access.
Daily review of all call logs to ensure complete and accurate information.
Monthly creation of new call logs to replace previous month’s tracking sheet.
Required Qualifications
High School Diploma or GED, or Higher Level of Education.
Previous experience in customer service.
Strong leadership ability, good organizational skills, independent and critical thinking skills, sound judgment, and knowledge of legal aspects and liability of nursing practice.
Strong ability to communicate complex and/or controversial topics and concepts to a wide and diverse audience.
Proficient in Microsoft Office applications, including Outlook and Excel.
Preferred Qualifications
One (1) year experience in hospital switchboard.
Knowledge of medical terminology.
License, Certification & Clearances
Act 34‑PA Criminal Record Check from the PA State Police system.
Supervisory Responsibilities
This position has no direct supervisory responsibilities, but it does serve as a coach and mentor for other positions in the department.
Position Type / Expected Hours of Work
Incumbent will be scheduled based on operational need (rotate shifts, standby, on‑call, etc.).
Travel may be expected locally between Independence Health System Health locations.
LEAN
Actively promotes a Lean work culture by performing team member duties to encourage consistent use of LEAN principles and processes, including continually seeking work process improvements. Recognizes the necessity of taking ownership of one’s own motivation, morale, performance and professional development. Strives for behavior consistent with being committed to Independence Health System’s missions, vision and values.
AAP/EEO
Independence Health System Health is an Equal Opportunity Employer. It is the policy of Independence Health System Health to prohibit discrimination of any type and to afford equal employment opportunities to employees and applicants, without regard to race, color, religion, sex, national origin, age, marital status, non‑job related disability, veteran status, or genetic information, or any other protected class. Independence Health System Health will conform to the spirit as well as the letter of all applicable laws and regulations.
Ability to perform the Essential Functions listed on the Physical Conditions and ability to perform the Essential Functions on the Working Condition chart.
Work Environment
Effective March 2020 or during pandemic: goggles, face shield and mask are required according to CDC guidelines.
When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device is required.
Physical Demands When lift requirement is in excess of 50#, lift assistance (2‑person) and/or transfer device is required. The position’s cadence may include periods of 5.5 to 8 hours or more (200 calls/shift) or 2.5 to 5.5 hours (32‑200 calls/shift) and less frequently 0.25 to 2.5 hours (2‑32 calls/shift). Physical tasks include: bending, sitting, walking, climbing stairs, climbing ladders, standing, kneeling, squatting, twisting/turning, keyboard/computer operation, gross grasp, fine finger manipulation, hand/arm coordination, push/pull, carry, transfer/push/pull patients, near vision, hearing, pulling/pushing objects overhead, reaching above shoulder, reaching forward, lifting from floor to knuckle, from seat pan to knuckle, from knuckle to shoulder, and from shoulder to overhead.
Hazards/conditions may involve extreme heat or cold, heights, confined spaces, noise above 85dB, mechanical hazards, vibrating tools, vehicle operation, lifting/transfer devices, rotating shifts, 8‑12 hour shifts, on‑call, overtime, travel, direct patient care, respirator and eye/hand/feet protection, latex, solvent, paint, dust, ethylene oxide, cytotoxic, blood/body fluid, chemicals, mist, wax stripper, non‑ionizing and ionizing radiation, and laser exposure.
Seniority Level
Entry level
Employment Type
Full‑time
Job Function
Other
Industries
Hospitals and Health Care
#J-18808-Ljbffr