Communications Clerk

JOB SUMMARY

The Communications Clerk is responsible for operating the switchboard, offering the best possible service to the public, physicians, and colleagues of the hospital.

About the role

Reports to: Supervisor of Telecommunications
Supervises: Has no supervisory responsibility
Key Working Relationships: Visitors, Volunteers, Security and Vendors
Primary Customer Groups: Colleagues, Patients, Physicians and Visitors
Age/Population of Patients Served: Not Applicable

Essential Functions

• Answers phone and directs calls to proper location in a courteous and timely manner using approved scripting.
• Operates Zetron Paging System to program, exchange, or issue pagers.
• Contacts American Messaging Service to have new or loaner pagers programmed for providers or colleagues.
• Inputs call schedules into the Smartsheet On-Call Scheduling Sheets and makes necessary changes.
• Covers on-call schedules ensuring they are up-to-date and posted correctly online.
• Answers calls after hours for several physician offices.
• Handles emergency calls such as Code Blue, Code White, Code Gray, Missing Person/Child/Infant, etc. and has knowledge of all code procedures.
• Uses approved communication for fire and various other alarm systems.
• Uses approved communication for other emergency situations such as Trauma Alerts, Emergency Heart Cases, Rapid Responses, etc. and notifies personnel as needed.
• Sends out weather alerts or other emergency mass notification messages from Informacast.
• Maintains radio contact with security and engineering.
• Maintains security cameras and notifies security, nursing supervisor, or other personnel as needed.
• Assigns room numbers to patient mail for distribution and forwards mail to discharged patients that have been discharged.
• Operates the Spok computer applications for paging, looking up directory information, paging out emergency groups, logging calls, etc.
• Uses other computer applications to carry out the required functions for the department.
• Supply Directory Information to patients and staff.
• Attends department meetings and in-services as requested or required and actively participates.
• Maintains scanner for potential code disaster situations.
• Is responsible for finding Sign Language Interpreters as needed.
• Provides competent patient care to the above indicated populations by obtaining and appropriately interpreting data, making appropriate decisions based on demonstrated knowledge of age-specific growth and development, and appropriately adapting procedures and treatments.
• Takes an active role in enhancing ability to carry out job functions through personal and professional/job-related growth and development, and participates in medical center and/or departmental education programs.
• Communicates with and performs duties following Mercy Medical Center – North Iowa Guiding Behaviors.
• Supports and abides by all medical center, departmental, and safety policies and procedures.
• Proactively identifies safety concerns surrounding the work environment.
• Performs other responsibilities as requested by the Supervisor of Communications.

Additional Functions

• Maintains required department confidentiality and abides by HIPPA regulations.
• Communicates with and performs duties following the philosophy of MercyOne and Trinity Health reflecting the organization’s Mission, Values, and Guiding Behaviors.
• Supports and abides by all medical center, departmental, and safety policies and procedures.
• Proactively identifies safety concerns surrounding the work environment.
• Performs other responsibilities as requested by supervisor, manager or director.

POSITION QUALIFICATIONS

• Education [formal]: High school diploma or equivalent
  Completion of Business College course work preferred
• Experience: Required working knowledge of computer operations. Experience with switchboard operations is preferred. Keyboarding experience is preferred.
• Special Skills and Competencies: Must have good voice modulation, finger dexterity, coordination, and sound judgment. Must have ability to make sound speedy decisions, react instantly, and to interpret and correctly implement procedures and instructions. Must have ability to work a flexible schedule within the department as required. Ability to maintain a high degree of confidentiality. Demonstrates good problem-solving techniques. Must be able to sit for extended periods of time. Must be able to be subjected to interruptions. Must be able to be subjected to changing work priorities. Must be able to work under pressure and make clear concise decisions. Must be able to hear. Must be able to see for reading and computer operation.