Communications Operator, Jewish Hospital, 8a-4:30p

Job Description

The Communications Operator presents a pleasing, helpful, and courteous welcome to patients, families, physicians, visitors, co-workers, and all other internal and external customers of UofL Health. The purpose of the position is to make a positive impression to ensure a comfortable and positive experience to all callers who need assistance or information and that immediate needs and concerns are addressed appropriately for every caller.

Responsibilities

• Assists all patient’s, visitors, fellow employees, physicians and medical staff in a professional manner and provides a multitude of information as needed regarding on call hospital staff and physicians, assist with location of appointments, facilities information, paging Physicians for other departmental staff and patient’s, outside facilities, etc.
• Manages all emergency alerts that occur by ensuring all responders are notified of the type of code and the location.
• Exemplifies UofL Health customer service standards and follows established policies and procedures in the hospital when providing service.
• Has a positive demeanor and conveys UofL Health’s commitment to service excellence for all customers that they encounter.
• Maintains, updates and delivers on-call schedules from approximately eighty services.
• Completes routine clerical duties.
• Maintains compliance with all company policies, procedures and standards of conduct.
• Complies with HIPAA privacy and security requirements to maintain confidentiality at all times.
• Performs other duties as assigned.

Additional Job Description

• Maintains hospital communications systems (e.g., Simplex Fire Alarm)
• Maintains various codes and alarms in the area
• Follows existing communications processes and procedures
• Communicates with internal and external customers, using basic medical terminology appropriately
• Pages physicians/staff and conducts overhead pages
• Coordinates and implements process for providing personnel with pagers (e.g., activating spare pagers, exchanging pagers, setting up page copy, etc.)
• Maintains, updates and delivers on-call schedules from approximately eighty services
• Provides updates to all necessary areas in a timely manner
• Completes routine clerical duties
• Maintains compliance with all company policies, procedures and standards of conduct
• Complies with HIPAA privacy and security requirements to maintain confidentiality at all times
• Performs other duties as assigned

Knowledge, Skills, And Abilities

• Displays service excellence – responsive, informs constituents of process, pleasant to work with, educates and provides timely, accurate information
• Remains organized – manages time effectively, keeps tasks appropriately prioritized
• Displays flexibility – able to change directions as needed for the good of the department or organization
• Strong Interpersonal skills – can build effective, strong working relationships with employees, colleagues, management and vendors through trust, communication, and credibility
• Knowledge of multiline phone system, ACD and equipment
• Can operate all functions of TDD phone for the hearing impaired
• Can operate all functions of AT&T Language Line
• Understands functions of SMS, patient information and screen codes
• Ability to monitor and understand functions of Code/Alarm panels and Code procedures

Reasoning Ability

• Able to think through a variety of complex situations, determine possible solutions and implement the best option
• Able to think through a variety of complex situations, determine possible solutions and implement the best option

Computer Skills

• Excellent computer skills are required
• Familiar with functions of Microsoft Word and Excel software
• Must have the capacity to learn other relevant systems and databases, as needed

Additional Responsibilities

• Demonstrates a commitment to service, organization values and professionalism through appropriate conduct and demeanor at all times
• Maintains confidentiality and protects sensitive data at all times
• Adheres to organizational and department specific safety standards and guidelines
• Works collaboratively and supports efforts of team members
• Demonstrates exceptional customer service and interacts effectively with physicians, patients, residents, visitors, staff and the broader health care community

Education

• High School diploma or GED/equivalent (required)

Experience

• One (1) year of experience in a communications/operator role (required)
• Three to five (3-5) years of experience in a communications/operator role (preferred)

Certification

• Able to complete Crisis Prevention Intervention (CPI) training and to perform as needed (required for positions at Peace Hospital)