Communications Center Agent

Position Duties

• Provides outstanding customer service as answering service for our medical providers and specialty offices.
• Answers telephone calls forwarded to the answering service from medical provider and specialty offices as well as various internal support departments within 6 rings 98% of the time.
• Completes screening questions, document patient demographics, and caller’s contact information in the electronic systems.
• Reads the electronic schedule and locates the correct provider to receive the message based on condition, time of day, and escalation time frames.
• Determines the appropriate method of contacting each provider based on need and protocol.
• Completes follow-up for undelivered messages and escalates according to individual account escalation instructions 95% of the time.
• Keeps provider contact numbers updated for the answering service use by taking necessary steps to communicate temporary changes and updates databases for long term changes.
• Provides general hospital operator services which includes electronic chat, telephone and paging services.
• Communicates general information to include directions, available hospital services, call routing, staff directory assistance, patient directory assistance, accepted insurance plans, and routing to specialty based on illness or suspected diagnosis.
• Completes dispatching duties by monitoring electronic transport systems, and assigns transport requests based on location and priority.
• Responsible for communicating with nursing departments, diagnostic testing departments, and the Pre-op/PACU areas to achieve timely movement of patients.
• Continually monitors requests and transporters to ensure accurate time keeping of requests and efficient workflow.
• Responsible for communicating the Code, Emergency and Disaster services within the hospital.
• Answers the code line, internal 911, and other emergency lines within three rings 100% of the time.
• Notifies the appropriate responders using various technologies such as phone, SMS, secure message, and public address systems.
• Accurately dispatches and announces codes 99% of the time using established scripting and protocol.

Position Qualifications

• Education: High school diploma or equivalent. Required.
• Experience: Two (2) years of customer service experience. Required.
• Experience with electronic scheduling systems or calendars to include one or more of the following: interpreting schedules, scheduling, updating electronic records, or dispatching. Preferred.
• Experience with answering service, high volume call center, phone customer service, or web chat. Preferred.
• Hospital or healthcare experience with medical terminology. Preferred.
• Experience with local, national, and international dialing rules. Preferred.
• Communication skills and attention to detail generally gained through work experience that includes multitasking: reading, listening, and typing while engaged in verbal conversations. Required.
• Bilingual English/Spanish. Preferred.