Communications Representative (per diem)

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values—integrity, patient-centered, respect, accountability, and compassion—must guide what we do, as individuals and professionals, every day.

Responsibilities

Communication

• Demonstrate the ability and desire to listen, investigate, and resolve customer issues in a timely manner while striving to exceed expectations.
• Demonstrate the ability to communicate information utilizing written, verbal, presentation, and listening skills and tools.
• Monitor and improve the Communications department for customer satisfaction.
• Respond to user questions and concerns in a customer service-oriented manner.
• Serve as a Communications department liaison. Communicate critical needs to Department leadership in a timely manner to promote quick resolution.
• Provide support during planned and unplanned system and application downtimes.
• Communicate changes to co-workers which may impact support.
• Provide coverage when needed.

Planning and Organizing

• Maintain Medical Staff and The Westerly Hospital Staff phone directories.
• Participate in planning of department coverage.
• Maintain a clean and orderly work area and common space within the department.
• Maintain on-call schedules to facilitate contacting departments off hours.
• Maintain security keys.
• Assure physicians sign death certificates and notify the appropriate funeral home.
• Coordinate helicopter landings at the hospital with the maintenance department (clear area, windsock), local fire department, ambulance (estimated time of arrival), and Adult Day Care (notification if during the day).
• Verify insurance eligibility and benefits online using NEHEN and other internet insurance websites.

Information Management

• Demonstrate knowledge of the PBX switchboard, telephone functionality, voice mail, two-way radios, beepers, paging, security, fire, monitoring, emergency, and alarm systems and procedures.
• Demonstrate knowledge of hospital and department policies and procedures.
• Demonstrate knowledge of personal computer and hospital software appropriate to perform job duties.
• Demonstrate the ability to educate end users with Telephone, Voice mail, and Pager equipment.
• Utilize email to provide information to co-workers and department management.
• Document and maintain new procedures as identified by department management.
• Maintain confidentiality of all hospital and patient information at all times, as observed by peers and management.

Evaluating and Decision Making

• Answer all calls and respond to requests in a timely, professional, and courteous manner utilizing the computer system and documentation as needed.
• Correctly direct calls to the appropriate nursing floor, department, patient, or individual.
• Correctly contact on-call personnel when needed.
• Determine if current work assignments meet the needs of the organization and recommend changes to department management.

Equipment and Systems

• Monitor and verify telephone trunk lines, voice mail, two-way radios, and beepers are operational; place service calls to the appropriate vendor and notify appropriate hospital personnel.
• Monitor and immediately respond to hospital alarms following documented procedures. Notify appropriate personnel and department when equipment malfunctions or unsafe conditions occur.
• Demonstrate knowledge of telephone functionality, voice mail, two-way radio, beepers, paging, security, fire, monitoring, and emergency systems following documented procedures.
• Immediately contact vendors to resolve identified issues when appropriate.

Teamwork

• Demonstrate a team approach through willingness, enthusiasm, and collaboration with others.
• Foster mature professional relationships with fellow employees in a courteous, friendly manner, as measured by management observation and peer input.
• Act as a resource person and share new knowledge with others.
• Maintain professional composure and confidence during stressful situations.
• Provide assistance to front desk personnel.
• Direct patients, families, and visitors to proper departments or individuals when needed.
• Attend hospital meetings.
• Attend department meetings and communicate knowledge and issues.
• Document minutes when assigned.

Performance Improvement

• Accept accountability for individual job duties, department functions, and hospital-wide initiatives.
• Demonstrate willingness and ability to multi-task job responsibilities.
• Always willing to accommodate workload fluctuations.
• Perform other duties as assigned.

Qualifications

• High School diploma or equivalent is required.
• Prior switchboard and personal computer experience preferred.