Telecommunications Representative - Access - EHT

Processes in-coming and out-going calls for AtlantiCare’s Regional Medical Campuses and directs callers for other AtlantiCare entities. Provides prompt, courteous service while adhering to company and department procedures.

Responsibilities

• Initiates all codes, traumas, and announces emergencies (MET calls, Stroke team notifications).
• Monitors alarm systems for the Mainland Campus: fire panel, medical gas alarms, panic alarms, and Chempack alarm; notifies proper authorities and logs events in the Code Book.
• Maintains an on-call schedule book for various ARMC departments and calls in staff when requested.
• Assists patients with phone activation and explains the patient phone activation process (UTC).
• Provides personal assistance to customers with phone activation or dialing calls.
• Demonstrates quality customer service, participates in performance improvement efforts, and commits to teamwork.

Shift Duties

• Day Shift:
  • Performs daily test of trauma pagers.
  • Prints patient census from STAR.
  • Records daily residents on the appropriate marker board.
  • Logs TV/telephone repairs in the repair log.
  • Follows correct procedure when calling in on-call personnel.
  • Records all changes to department on-call schedules.
  • Keeps work area and equipment clean.
• Evening Shift:
  • Performs daily test of trauma pagers.
  • Logs TV/telephone repairs in the repair log.
  • Follows correct procedure when calling in on-call personnel.
  • Records all changes to department on-call schedules.
  • Keeps work area and equipment clean.
• Night Shift:
  • Records refrigerator temperature.
  • Tests emergency phones.
  • Checks alarm panels.
  • Prepares daily on-call schedule.
  • Follows correct procedure when calling in on-call personnel.
  • Prepares meeting schedule.
  • Reviews and cleans marker boards weekly.
  • Logs TV/telephone repairs in the repair log.
  • Keeps work area and equipment clean.

Performance Expectations

• Answers console promptly and identifies self by name.
• Maintains a courteous, professional manner and keeps callers informed of actions.
• Assists callers needing help with calls and instructs users on basic phone features.
• Follows procedures for codes, traumas, and alarms:
  • Answers emergency phone immediately.
  • Pages event overhead or activates pagers before taking another call.
  • Logs event in code book.
• Adheres to attendance policies, including punctuality and breaks.
• Cooperates with management to adjust schedules for staff shortages.
• Attends mandatory in-service programs and staff meetings.
• Maintains a clean, well-groomed appearance and follows department policy.
• Displays a courteous, helpful, and professional attitude.
• Provides accurate, concise, and timely information while emphasizing patient confidentiality.
• Uses discretion in discussing patient, hospital, or department matters and refrains from gossip.
• Understands and practices InfoShare values and adheres to AtlantiCare policies.
• Performs other duties as assigned.

Requirements

• High School diploma or equivalent required.
• Prior experience preferred but not required.
• Basic knowledge of computers and keyboard.
• Pleasant speaking voice and ability to work under busy conditions.
• Must be able to sit in a confined area for eight-hour shifts.

Work Environment

Potential exposure to hazards and risks of the hospital environment, including infectious disease, hazardous substances, and potential injury.

Benefits

• Generous Paid Time Off (PTO).
• Medical, prescription drug, dental, and vision insurance.
• Retirement plans with employer contributions.
• Short-term and long-term disability coverage.
• Life and accidental death & dismemberment insurance.
• Tuition reimbursement.
• Flexible Spending Accounts (FSAs) for healthcare and dependent care.
• Wellness programs.
• Voluntary benefits, including pet insurance.

Benefits offerings may vary by position and are subject to eligibility requirements.