Communication Representative

Position Summary

This position coordinates and processes all codes, emergencies and responses for several facilities. Provides quality customer service and accurate information to internal and external customers by efficiently processing and responding to all incoming, outgoing, interdepartmental & inter-facility calls as well as alphanumeric paging, overhead paging and after hours on call requests for several departments within the same facilities.
Core Functions

Responds to, processes and documents all code arrests, traumas, fire alarms (including troubles, disables and tests), emergencies and disasters following established policies and procedures for several facilities and the organization’s central call center using computer-based emergency procedures and group pages. Notifies appropriate hospital/facility personnel and coordinates communication with facility-based staff, local fire jurisdictions, alarm monitoring companies and other external constituents as required.
Understands and appropriately utilizes all emergency backup equipment and procedures to maintain facility communications in the event of equipment or system failures including evacuation/relocation procedures of department staff and functions. Must understand and be able to assist in setting up emergency communications at each facility in the event of communication failure. Must be able to page codes, notify emergency personnel, process calls and associated functions via phone and handheld microphones using downtime procedures including hard copy code procedures, directories, personnel lists and on-call schedules.
Accurately and efficiently processes a high volume of incoming, outgoing and interdepartmental calls providing information to callers and responding to caller requests in a professional, confidential and courteous manner. Follows written and computer-based procedures to ensure that calls are processed according to individual facility guidelines.
Uses the integrated computer/telephone (CTI) workstation to access information for a designated group of facilities, processing calls for patients, facilities, staff, departments, physicians and the community at large. Locates database information quickly and processes calls accurately utilizing computer-based directories, web-based and database on-call schedules, physician/staff rosters, patient databases, organization’s intranet, and other available resources.
Functions as an answering service for numerous on-call groups/physicians for several facilities by documenting required information from patients, staff and physicians. Contacts designated on-call personnel and relays accurate, time‑critical information prior to connecting them to the caller in a prompt manner as set forth by each on-call group/physician. Follows detailed instructions established by each group/physician and shows initiative and problem solving skills when having difficulty reaching active on-call staff. Maintains accurate on-call documentation on appropriate log sheet as set forth by each group/physician.
Proactively and continuously identifies opportunities to improve processes and enhance database information. Presents findings and recommendations to management.
Works closely with all departments, staff and customers at several facilities to ensure efficient operations. Customers include patients, employees, volunteers, departments, physicians, organizational entities, external vendors and the community at large. Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards. Provides all customers of Banner Health with an excellent service experience by consistently demonstrating our core and leader behaviors each and every day.
Shift Details

Full time – 40 hours per week. Shift times: 2:30 p.m. – 11:00 p.m. Rotating weekend and holiday rotations are required. 18% night shift differential when applicable.
Work Locations

Primary: Banner Health Corp Phoenix (1441 N 12th St). Training: Banner Health Corp Mesa (525 W Brown Rd).
Physical Demands / Environment Factors

Typical office environment. Requires extensive sitting with periodic standing and walking. May be required to lift up to 20 pounds. Requires significant use of personal computer, phone and general office equipment. Needs adequate visual acuity, ability to grasp and handle objects. Needs ability to communicate effectively through reading, writing, and speaking in person or on telephone. May require off‑site travel.
Minimum Qualifications

High school diploma/GED or equivalent.
Reading, writing, and math skills.
Good oral and written communication, listening skills, and pleasant, calm demeanor with callers.
Basic computer skills, including familiarity with computer keyboards.
Ability to prioritize and make sound decisions following established department policies, procedures and standards.
Ability to multi‑task in a fast paced environment with frequent interruptions.
Ability to learn and apply department procedures to react quickly to emergency situations and process calls within defined standards.
Ability to work cohesively in a team environment.
Preferred Qualifications

Previous telephone/customer service experience.
Additional related education and/or experience.
EEO Statement

EEO/Disabled/Veterans. Banner Health supports a drug‑free work environment.

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