Business Support Specialist-Full time-Nights-Dubuque

Trinity Health Mid-Atlantic; Dubuque (IA); On-site; USD 38,000 - 48,000; Full time

Job summary

MercyOne Dubuque is seeking a Business Support Specialist to provide 24/7 operation and monitoring of communications center equipment across hospital sites. You will greet patients and visitors, route calls, and support security and paging systems while upholding MercyOne’s mission and values.

The role requires strong communication skills, HIPAA awareness, and the ability to manage multiple tasks calmly in a busy medical environment.

Qualifications

• High school diploma or GED required.
• Previous experience in direct customer relations/communications center preferred.
• Experience with Microsoft 365 apps and internet proficiency.
• Ability to work with HIPAA privacy requirements and professional conduct.

Responsibilities

• Receives and routes incoming calls using the SPOK Console per protocol.
• Performs page requests and initiates security calls via pagers and radios.
• Announces emergency codes via the public address system promptly.
• Monitors alarm panels and notifies appropriate personnel quickly.
• Greet patients and visitors, providing directions and promoting a positive image.

Skills

Customer relations

Communications center

Microsoft 365

Public address system

HIPAA compliance

Education

High school diploma or GED

Tools

SPOK Console

Motorola pagers

Security radio

Job description

Employment Type: Full time Shift: Night Shift Description: At MercyOne, health care is more than just a doctor’s visit or a place to go when you’re in need of medical attention. Our Mission is based on improving the health of our communities – that means not only when you are sick but keeping you well. MercyOne Dubuque is the leading hospital in the tri-states, offering the only comprehensive cardiology center and Level II regional neonatal intensive care unit in the area as well as the newly constructed MercyOne Dubuque Cancer Center. Other services include a trauma center, a CARF-accredited inpatient rehabilitation unit, orthopedics, retail pharmacies, palliative care and a wide range of outpatient and community services. MercyOne operates two hospital-based skilled nursing units and a 40-bed nursing home. In recognition of the strength of its nursing service and the overall quality of patient care, MercyOne Dubuque has been designated a Magnet hospital four consecutive times – the nation’s most prestigious award for nursing excellence. Join the MercyOne Family! We are looking to hire a Business Support Specialist As a Business Support Specialist at MercyOne, you will provide 24-hour/7 day a week operation/monitoring of communications center equipment and systems to hospital, client/tenants, affiliated on-campus and off-campus sites. Provides informational services to public, all campus and off-campus sites. Responsible for greeting patients and visitors, providing directions to various areas in the hospital while promoting a positive public image for MercyOne Dubuque Medical Center. Provides mailing services and meeting room coordination to hospital, medical clinic, and affiliates. Provides system support for all beeper paging. Works under general supervision of Business Support Services Director/Coordinator.

ESSENTIAL FUNCTIONS

• Adheres to the principles of caring and expected behaviors outlined in MercyOne Medical Center's Model of Caring and Trinity Health's Code of Conduct, fostering a climate where all customers are treated in a manner consistent with MercyOne’s Mission and Values.
• Maintains a working knowledge of applicable Federal, State and local laws and regulations, Trinity Health’s Organizational Integrity Program, Standards of Conduct, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behavior.
• Performs other duties consistent with purpose of job as directed.
• Receives and routes incoming telephone calls by operating the SPOK Console quickly and efficiently per established protocol.
• Performs page requests and initiates security calls by operating the hospital public address system, Motorola pagers, and security radio.
• Announces all emergency codes via public address system, i.e., STAT calls, ALL CODES, notifying appropriate hospital personnel and/or outside agency personnel for quick response.
• Monitors all alarm panels including emergency data computer and fire panel and printer and notifies appropriate personnel when an alarm is activated in a timely manner.

MINIMUM QUALIFICATIONS

• High school diploma or GED required.
• Degree from higher level education degree that requires a high school diploma or GED as a pre-requisite is also permitted.
• Previous experience in direct customer relations/communications center preferred.
• Experience within Microsoft O365 (M365 Word, Powerpoint, Excel, Teams, Edge) and Internet.
• Maintains a professional, collaborative work environment so as to foster a positive public image for MercyOne Medical Center.
• Knows and adheres to all laws and regulations pertaining to patient health, safety and medical information (i.e. HIPAA, Stark, etc.)
• Must have ability to interact with associates, physicians, visitors and patients consistent with MercyOne’s Mission & Values, Mercy’s Model of Caring, which includes the Caring Model Principles and the Guiding Behaviors, and Trinity Health’s Code of Conduct.
• Must have excellent written and verbal communication skills with the ability to relate to people across all levels & diverse backgrounds; ability to handle interactions with discretion, tact & courtesy.
• Ability to adapt to constant interruptions and handle critical response situations in a CALM, ORDERLY MANNER.
• Ability to quickly and accurately recognize names and numbers in various department databases.

Colleagues of MercyOne Health System enjoy competitive compensation with a full benefits package and opportunity for growth throughout the system!

Our Commitment Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our differences, we grow stronger together and deliver more compassionate, person-centered care.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other status protected by federal, state, or local law.

Trinity Health is one of the largest not-for-profit, faith-based health care systems in the nation. Together, we’re 121,000 colleagues and nearly 36,500 physicians and clinicians caring for diverse communities across 27 states. Nationally recognized for care and experience, our system includes 101 hospitals, 126 continuing care locations, the second largest PACE program in the country, 136 urgent care locations, and many other health and well-being services.

Based in Livonia, Michigan, in fiscal year 2023, we invested $1.5 billion in our communities through charity care and other community benefit programs.