Lead Telecommunications - Answering Service

Primary Duties

• Process all calls within the current service level commitment.
• Answer and navigate calls with accuracy, efficiency, and courtesy using best customer service tactics and practices.
• Record and relay complete and accurate answering service message tickets, verifying all message details including correct spelling of patient name, caller name, and call back number.
• Monitor and relay, with efficiency and urgency, designated codes via the code phone and code panels by getting correct information, promptly overhead paging, and documenting for legal and statistical purposes.
• Monitor and relay designated internal Plant Operations and Security alarm panels, reporting any alarms to the Engineer on duty or Security Officer according to set procedures.
• Performs other duties as assigned.

Accountabilities/Competencies

• Proficiency in reading, writing, comprehending and speaking English as required for business necessity.
• Accountability for HIPAA privacy and security standards within the department or assigned nursing unit.
• Maintain and update all assigned administrative aspects of the Answering Service application including; on call editing and specials.
• Perform overhead paging based on current EvergreenHealth policy.
• Maintains the hospital’s restricted access keys checking them in and out to authorized personnel and monitoring the sign-out log.
• Maintains morticians log and provide access to the log book to the nursing coordinator and funeral homes when needed.
• Distributes appropriate paperwork to funeral homes and medical records at time of occurrence.
• Maintains current knowledge of postal rules and regulations to insure accuracy and cost effectiveness of mailings.
• First point of contact for Operator staff regarding EAS and Mailroom services.
• Maintains workflow of call center and adjusts breaks/staffing as needed to maintain service level commitments.
• Maintains workflow of mail services and address any issues that may arise.
• Orients and trains new employees through demonstration of system and workflow processes.
• Monitors staff for customer service expectations and reports any performance/ behavioral concerns to the Manager.
• First point of contact for customer related issues and resolutions.
• Gathering of data and creation of new customer accounts.
• Provides phone coverage for call outs during day and evening shifts.
• Audit, maintain, and seek help as needed with the various technical aspects of the EAS applications/pc’s; workstations, Ultracomm Fax Server failed faxes, DST changes, various paging/texting features, dial routing issues, and troubleshooting with IT Customer Support or the system vendor as needed.
• Extracts call statistics reports and brings any service level issues to the Manager.
• Helps with scheduling needs as needed/requested.
• Provides staff support to the Manager and Admin Assistant as needed.
• Excellent oral and written communications skills a must.
• Performs other duties as assigned.

Job Summary

A lead retains the same skillset as others in the classification; in addition is directly accountable for monitoring the workflow of the call center and adjusting staffing as needed, provides coaching to staff, assists with customer escalation issues, assists with developing work schedules, giving advice and work instructions to other employees. Also, maintains administrative updates of the answering service application, troubleshoot system issues with vendor, monitors live and historical call statistics, prepares data for reporting, produces reports, trains employees, and attends and provides support for Telecom meetings.

Benefits

• Medical, vision and dental insurance
• On-demand virtual health care
• Health Savings Account
• Flexible Spending Account
• Life and disability insurance
• Retail plans (457(b) and 401(a) with employer contribution)
• Tuition assistance for undergraduate and graduate degrees
• Federal Public Service Loan Forgiveness program
• Paid Time Off/Vacation
• Extended Illness Bank/Sick Leave
• Paid holidays
• Voluntary hospital indemnity insurance
• Voluntary identity theft protection
• Voluntary legal insurance
• Pay in lieu of benefits premium program
• Free parking
• Commuter benefits

EvergreenHealth Benefits Guide

This position is covered by a collective bargaining agreement between EvergreenHealth and the Service Employees International Union (SEIU) Healthcare 1199NW. Union Membership is optional.