Communications Representative (per diem)

About the Role

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.

The Communications Representative responds to telephone calls in a timely, professional, and courteous manner while maintaining patient confidentiality. They provide information to meet high customer service standards and assist front desk personnel or visitors as needed. The role involves maintaining on-call schedules for off-hours department contact and requires knowledge of telephone functionality, voice mail, two-way radios, beepers, paging, security, fire, monitoring, emergency and alarm systems, and procedures. Proficiency with personal computers and various applications is expected, along with flexibility to cover the switchboard when needed.

Responsibilities

Communication

• Demonstrate the ability and desire to listen, investigate, and resolve customer issues in a timely manner while striving to exceed expectations.
• 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 and communicate critical needs to Department leadership promptly to promote quick resolution.
• Provide support during planned and unplanned system and application downtimes.
• Communicate changes to co-workers that may impact support.
• Provide coverage when needed.

Planning and Organizing

• Maintain Medical Staff and The Westerly Hospital Staff phone directories.
• Participate in planning 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.
• Ensure 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 computers and hospital software appropriate to perform job duties.
• Educate end users on 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 computer systems 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 hospital personnel.
• Monitor and immediately respond to hospital alarms following documented procedures; notify appropriate personnel and departments 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 and 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.
• Accommodate workload fluctuations.
• Perform other duties as assigned.

Qualifications

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