Communication Representative

Banner Health Corporate; Kansas; On-site; USD 26,000 - 39,000; Full time

Job summary

Banner Health in Colorado is seeking a Night Switchboard Operator to coordinate and process codes, emergencies and responses for several facilities. You will answer calls from patients, families, vendors, and staff, and manage alphanumeric paging and after-hours on-call requests.

Candidates with experience in customer service, healthcare switchboard, or front desk roles will fit; overnight shifts and high-volume call handling are preferred.

Qualifications

• High school diploma or GED required.
• Strong written and verbal communication.
• Ability to multi-task in a fast-paced environment.
• Basic computer skills and familiarity with keyboards.

Responsibilities

• Responds to and documents codes, emergencies and calls per facility guidelines.
• Operates CTI workstation to route calls and paging.
• Acts as on-call liaison for physicians and staff.
• Maintains accurate on-call logs and documentation.

Skills

Customer service

Multi-tasking

Switchboard operations

Telephone etiquette

Education

High school diploma/GED

Tools

CTI workstation

Job description

Primary City/State: Greeley, Colorado Department Name: CEC-CAS Hospital Operator Work Shift: Night Job Category: Marketing and Communications

Health care is constantly changing, and at Banner Health, we are at the front of that change. We are leading health care to make the experience the best it can be. We want to change the lives of those in our care – and the people who choose to take on this challenge. If changing health care for the better sounds like something you want to be part of, we want to hear from you. Our Communication team is a small team who work various shifts that run a 24/7operation. In this position you will be responsible for answering calls that come to any of the Banner facilities, these calls can be from patients, patients family members, external vendors, internal teams (security, facility management). In addition you will coordinate and process all codes, emergencies and responses. Successful candidates will have experience in customer service, in person or over the phone, and multi-tasking skills. Previous experience with handled high volume calls as a Switchboard Operator, Front Desk Receptionist or Scheduler in healthcare is highly preferred but not required. Experience working overnights is helpful.

POSITION SUMMARY

This position coordinates and processes all codes, emergencies and responses for several facilities. Provides quality customer service and accurate information to internal and external customers by efficiently processing and responding to all incoming, outgoing, interdepartmental & inter-facility calls as well as alphanumeric paging, overhead paging and after hours on call requests for several departments within the same facilities.

CORE FUNCTIONS

• 1. Responds to, processes and documents all code arrests, traumas, fire alarms (including troubles, disables and tests), emergencies and disasters following established policies and procedures for several facilities and the organization’s central call center using computer based emergency procedures and group pages. Notifies appropriate hospital/facility personnel and coordinates communication with facility-based staff, local fire jurisdictions, alarm monitoring companies and other external constituents as required.
• 2. Understands and appropriately utilizes all emergency backup equipment and procedures to maintain facility communications in the event of equipment or system failures including evacuation/relocation procedures of department staff and functions. Must understand and be able to assist in setting up emergency communications at each facility in the event of communication failure. Must be able to page codes, notify emergency personnel, process calls and associated functions via phone and hand held microphones using downtime procedures including hard copy code procedures, directories, personnel lists and on call schedules.
• 3. Accurately and efficiently processes a high volume of incoming, outgoing and interdepartmental calls providing information to callers and responding to caller requests in a professional, confidential and courteous manner. Follows written and computer based procedures to ensure that calls are processed according to individual facility guidelines.
• 4. Uses the integrated computer/telephone (CTI) workstation to access information for a designated group of facilities, processing calls for patients, facilities, staff, departments, physicians and the community at large. Locates database information quickly and process calls accurately utilizing computer based directories, web based and database on-call schedules, physician/staff rosters, patient databases, organization’s intranet, and other available resources.
• 5. Functions as an answering service for numerous on-call groups/physicians for several facilities by documenting required information from patients, staff and physicians. Contacts designated on-call personnel and relays accurate, time critical information prior to connecting them to the caller in a prompt manner as set forth by each on-call group/physician. Follows detailed instructions established by each group/physician and shows initiative and problem solving skills when having difficulty reaching active on-call staff. Maintains accurate on-call documentation on appropriate log sheet as set forth by each group/physician.
• 6. Proactively and continuously identifies opportunities to improve processes and enhance database information. Presents findings and recommendations to management.
• 7. Works closely with all departments, staff and customers at several facilities to ensure efficient operations. Customers include patients, employees, volunteers, departments, physicians, organizational entities, external vendors and the community at large. Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards. Provides all customers of Banner Health with an excellent service experience by consistently demonstrating our core and leader behaviors each and every day.

SUPERVISORY RESPONSIBILITIES

DIRECTLY REPORTING None

MATRIX OR INDIRECT REPORTING None

TYPE OF SUPERVISORY RESPONSIBILITIES N/A

Banner Health Leadership will strive to uphold the mission, values, and purpose of the organization. They will serve as role models for staff and act in a people-centered, service excellence-focused, and results-oriented manner.

PHYSICAL DEMANDS/ENVIRONMENT FACTORS

OE - Typical Office Environment: (Accountant, Administrative Assistant, Consultant, Program Manager) Requires extensive sitting with periodic standing and walking. May be required to lift up to 20 pounds. Requires significant use of personal computer, phone and general office equipment. Needs adequate visual acuity, ability to grasp and handle objects. Needs ability to communicate effectively through reading, writing, and speaking in person or on telephone. May require off-site travel.

MINIMUM QUALIFICATIONS

• High school diploma/GED or equivalent working knowledge.
• Reading, writing and math skills.
• Must possess good oral and written communication, as well as listening skills to effectively interact pleasantly and calmly with incoming callers.
• Must possess basis computer skills, including familiarity with computer keyboards.
• Must be able to effectively prioritize and make sound decisions following established department policies, procedures and standards.
• Ability to multi-task in a fast paced environment with frequent interruptions.
• Must possess the ability to work cohesively in a team environment.

PREFERRED QUALIFICATIONS

• Previous telephone/customer service experience highly desirable.
• Additional related education and/or experience preferred.

DATE APPROVED 08/19/2007

Estimated Pay Range: $18.74 - $28.12 / hour Banner Health is committed to pay equity and transparency. The posted compensation range is a reasonable estimate that extends from the lowest to the highest pay Banner Health in good faith believes it might pay for this particular job, based on the circumstances at the time of posting. This range is based on possible base salaries and does not include the value of our total rewards package. Actual pay determined at offer will be based on years of relevant work experience, education, certifications, skills, and geographic location, along with a review of current employees in similar roles to ensure pay equity is achieved and maintained.

Anticipated Closing Window (actual close date may be sooner): 2027-02-12

EEO Statement: EEO/Disabled/Veterans

Our organization supports a drug-free work environment.

Banner Health is one of the largest, nonprofit health care systems in the country and the leading nonprofit provider of hospital services in all the communities we serve. Throughout our network of hospitals, primary care health centers, research centers, labs, physician practices and more, our skilled and compassionate professionals use the latest technology to make health care easier, so life can be better. The many locations, career opportunities, and benefits offered at Banner Health help to make the Banner Journey unique and fulfilling for every employee. We are proud to offer a comprehensive benefit package for all benefit-eligible positions. Please visit our Benefits Guide for more information.