On-Call and Switchboard Operator I - Good Samaritan PRN - Day/Evening/Nights

Responsibilities

• Answers and manages a high volume of fast paced incoming phone calls.
• Provides exceptional service and to all internal and external customers by identifying and addressing the need in a professional, positive, and caring manner.
• Safeguards Protected Health Information (PII) and follows HIPPA guidelines.
• Uses computerized phone management software to route incoming and outgoing calls using multiple communication methods between visitors, callers, staff, patients, and patients’ families.
• Serves as an answering service for multiple WellSpan Medical Group Practices and Hospital Departments.
• Maintains on-call lists for Hospital Departments in accordance with Hospital policy.
• Contacts scheduled on-call personnel/provider when needed using appropriate protocol.
• Enters and maintains detailed information on confidential records for patients in various computer systems.
• Relays medical information to the clinical team to allow them to provide exceptional patient care.
• Corresponds with clinical teams and physician via the computer system with necessary patient information.
• Cancels/Schedules Medical Group appointments accurately at the request of the patients following predefined protocol.
• Completes a variety of paging requests per established protocol.
• Reassigns pagers when requested and ensures pagers are forwarded correctly.
• Verifies that monitoring equipment is always functioning properly.
• Handles and alerts appropriate emergency personnel for Code & Emergency calls such as heart arrests, trauma, disaster and fire following established procedures and protocols.
• Utilizes various on-line resources to locate public information to assist helping callers with requests/inquiries.

Qualifications

• Minimum Education: High School Diploma or GED
• Work Experience: Less than 1 year
• 3-6 months customer service
• Required Previous Call Center Experience
• Preferred Knowledge, Skills, And Abilities: Excellent interpersonal/communications skills, Above average verbal skill is required to communicate with the public, Ability to remain calm in potential high-stress emergency situations, Ability to work independently, as well as work as a team player, Required knowledge of basic computer skills