Communication Services Operator

About the Role

Under general supervision, answer all incoming calls; connect all incoming and outgoing calls; page physicians; obtain long distance information and place calls for physicians, personnel, and families; provide patient information. Receive class registration and physician referral calls. May serve as Dispatcher for Safety and Security, Maintenance Departments, and other off-site locations.

Responsibilities

• Serves as the communication center by processing incoming, outgoing, and inter-department telephone calls, answering the phone line within 3 rings in a courteous manner consistent with the Mission and Values of Mercy.
• Dispatches respective requests, in order of priority, immediately upon receipt and enters the request into the applicable reporting system.
• Provides assistance to physicians, patients, family members, Mercy staff, and the general public through the correct, expedient, and courteous transferring of calls, overhead paging, or pager communications.
• Provides patient location information and answers specific hospital inquiries, locating resources for additional information. Uses proper techniques to identify customer’s requests and direct customers to the appropriate locations.
• May provide Answering Service for after-hours Mercy Clinic calls and independent clients.
• Activates and properly executes all Codes and Emergency Notifications by overhead page and notification system as applicable. Follows Code procedures precisely to ensure immediate notification of Mercy co-workers.
• Contacts emergency medical teams for emergency procedures, according to department protocols, and other services requested.
• May contact on-call staff to perform emergency procedures according to each department’s protocols and on-call schedules.
• May monitor the Fire Panel, Medical Gas Alarm, Security systems, Hugs/Peds Alarms, Panic Alarms, Tube system, weather band/inclement weather, depending on system location, and respond according to procedure.
• May communicate through radio transmission in a courteous and efficient manner.
• Communicates with local Fire Department, Police Department, EMT, and Tech Electronics upon request, in emergency situations and during drills.
• May assist with end-of-life notification, as applicable.
• May document in the electronic medical record patient transport equipment needs.
• Assists in maintaining and updating on-call schedules with support from clinics and departments. Utilizes appropriate systems for departments to document and share their on-call schedules.
• Proficient in documentation, ensuring all call, alert, code, and event information is documented properly in the operator console system.
• May help track and log patient valuables.
• May send out meeting reminders for hospital councils and committees.
• Effectively communicates technological issues with MTS services.
• Informs the oncoming Operator/Dispatcher of pending requests and anything needing immediate or long-term attention.
• Notifies leadership of issues that arise as soon as possible and may assist in the problem-solving process.
• Performs initial troubleshooting efforts for the operator console, phone system, and paging system when not working properly.
• Acknowledges and maintains the right to privacy and confidentiality.
• Works well with others and promotes team building. Adapts well to change and challenges.
• Performs additional duties as assigned.

Requirements

• High school diploma or equivalent.
• Telephone or customer service experience beneficial.
• Basic computer and keyboarding skills.
• Ability to navigate multiple computer software systems simultaneously.
• Ability to communicate clearly in English both orally and in writing.
• Knowledge of Microsoft Office.

Benefits

• Medical, dental, and vision coverage.
• Paid time off.
• Tuition support.
• Matched retirement plans for team members working 32+ hours per pay period.