Communications Center Representative - As Needed

Advocate Health Care; Downers Grove (IL); On-site; USD 21,000 - 31,000; Full time

Benefits offered by this job

401k/retirement options

Open 24/7 scheduling

Job summary

Advocate Health Care is seeking a Communications Operator/Dispatcher to handle inbound and outbound calls for patients, staff, physicians and the public. The role includes paging, alarm monitoring, and coordinating requests with central transport and facilities teams.

Requires strong communication, organizational, and multitasking abilities; hospital experience is preferred. Schedule includes evenings, weekends, and 24/7 coverage with a starting pay rate of $18.85 per hour.

Qualifications

• High school diploma or equivalent required.
• 1-2 years of customer service experience preferred.
• Dispatcher experience preferred.
• Knowledge of medical terminology preferred.
• Hospital experience preferred.

Responsibilities

• Answer and process all calls for patients, staff, physicians and the public.
• Provide information to patients, staff, physicians and the public and maintain information in databases.
• Perform a wide range of paging functions including overhead announcements and emergency paging.
• Monitor alarm systems and coordinate with staff during emergencies.
• Dispatch calls to service staff and prioritize responses.
• Maintain dispatch logs, records, and reports and ensure timely completion of requests.
• Assist in training Communications Center staff and participate in department activities.
• Attend required hospital in-services and team meetings.

Skills

Customer service

Communication skills

English fluency

Typing 25 wpm

Team player

Education

High School Diploma or Equivalent

Job description

• Responsible for answering and processing all incoming calls (both internal and external) for patients, staff, physicians and the public. Assists patients, staff and physicians in placing outgoing calls including but not limited to long distance calls, restricted area calls, physician offices and home numbers, other hospitals and clinics.
• Utilize department computers and various computer applications to obtain information. Provide accurate information to patients, staff, physicians and the public as requested. Maintain information in multiple computer databases.
• Conduct a wide variety of paging functions to include overhead public address announcements and/or pocket paging personnel upon request. Overhead page to announce emergencies, codes, drills, etc. Make overhead public address announcements for special events on a regular basis.
• Monitor various alarm systems and respond to any signals from all emergency telephones, alarms, codes & monitors, etc. Follow policy and procedures to alert all required personnel involved in the emergency.
• Assume responsibility for routine customer problem solving and address and resolve routine customer concerns; escalating any critical situations to the Department Manager for prompt follow up.
• Observes and respects HIPAA and the confidentiality of information in regard to patients, physicians, and fellow employees
• Report internal specific phone trouble to the Communications Center Manager and to the Telecommunications Analyst responsible for the Good Samaritan site.
• Maintains appropriate communication etiquette at all times, with a positive, patient and pleasant disposition and an audible tone of voice.

Major Responsibilities

Communications Operator Activities

• Responsible for answering and processing all incoming calls (both internal and external) for patients, staff, physicians and the public. Assists patients, staff and physicians in placing outgoing calls including but not limited to long distance calls, restricted area calls, physician offices and home numbers, other hospitals and clinics.
• Utilize department computers and various computer applications to obtain information. Provide accurate information to patients, staff, physicians and the public as requested. Maintain information in multiple computer databases.
• Conduct a wide variety of paging functions to include overhead public address announcements and/or pocket paging personnel upon request. Overhead page to announce emergencies, codes, drills, etc. Make overhead public address announcements for special events on a regular basis.
• Monitor various alarm systems and respond to any signals from all emergency telephones, alarms, codes & monitors, etc. Follow policy and procedures to alert all required personnel involved in the emergency.
• Assume responsibility for routine customer problem solving and address and resolve routine customer concerns; escalating any critical situations to the Department Manager for prompt follow up.
• Observes and respects HIPAA and the confidentiality of information in regard to patients, physicians, and fellow employees
• Report internal specific phone trouble to the Communications Center Manager and to the Telecommunications Analyst responsible for the Good Samaritan site.
• Maintains appropriate communication etiquette at all times, with a positive, patient and pleasant disposition and an audible tone of voice.

Dispatcher & Customer Service Activities

• Responsible for answering and processing all calls for Facilities, Corporate Telecommunications Analyst and the in-hospital transportation of patients and equipment. Logs requests into the TeleTracking and TMS system and as required assigns Central Transport associates to perform any special assignments via pocket pager.
• Accurately dispatches calls to the designated service staff and area. Assesses and prioritizes the appropriate level of response to the customer’s needs. Under clinical instruction, dispatches patient precautions and special requirements as appropriate.
• Monitors the progress of all service requests, checks status to make certain delay codes are used appropriately; minimizing delays of service requests; validating that all service requests are completed within standard time. Ensures that all requesting departments’ areas are informed and appraised of any and all changes in the status of their service request.
• Maintains systems for organizing work and information while minimizing errors and maintaining high quality results. Actively explores ways to improve work processes and shares with department Manager.
• Maintains required departmental dispatching, code paging and equipment rental logs, records and reports and files in accordance with established procedures. Is able to obtain, process and distribute necessary logs, records and reports in a timely manner.

Departmental Activities

• Performs minor phone repair and exchange; replacing handsets, cords or entire phones as needed on staff and patient phones. Assists in service and replacement of pocket pagers as needed.
• Responsible for distributing and obtaining proper documentation upon rental of all communications related equipment in order to prevent loss and expense to department. ie: Nationspan pagers, TTY/TTD equipment and other hearing impaired equipment, etc.
• Responsible for the appearance, cleanliness and orderliness of assigned equipment and space in the Communications Center and reports defective and/or broken equipment to Supervisor/Manager immediately
• Identifies any cost containment issues or procedural inefficiencies to continually improve overall performance of Communications Center. Submits ideas to Management and participates in efforts to improve productivity and continuous quality improvement.
• Performs various other clerical duties as needed or assigned as work is expected to vary with changing needs and priorities. With appropriate notice, Management may revise duties and/or schedules at any time to fit the needs of the department.
• Attends departmental and required hospital in-services and actively participates in department activities, committees, and teams, which promote department operations.
• Assists leadership in the orientation and training of all Communications Center Staff in the operation of all dispatch, telephone and paging systems operations.
• Participates in the Associate Engagement Survey proceess.

Schedule

As needed, including evenings and weekends. This call center is open 24hr/day 7 days/week. Can include 1st, 2nd, or 3rd shift. Leader will communicate openings in advance (1-2 weeks), flexible schedule.

Pay for this position is a flat rate of $18.85/hr starting. This role does not include benefits - does offer 401k/retirement options.

Education/Experience Required

High School Diploma or Equivalent. At least 1-2 years Customer Service experience. Dispatcher experience preferred. Knowledge of medical terminology preferred. Hospital Experience Preferred.

Knowledge, Skills & Abilities Required

PC and Keyboard Experience with the ability to accurately type 25 wpm, preferred Ability to speak English Fluently Strong Communications skills Strong Customer Service Skills Strong ability to work within a team setting

Physical Requirements And Working Conditions

Pleasant voice, tactful delivery Ability to sit for extended periods. Ability to communicate via phone, handheld radio and pager. Ability to read board, screens and overhead monitors and document events/situations. Must be willing to work weekends, holidays and different shifts in order to accommodate staffing needs. Must be able to maintain composure, work under very stressful, emergency situations and handle difficult people.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.