Communications Operator (On-Call)

Kaiser Permanente; Northern (KY); Hybrid; USD 32,000 - 42,000; Full time

Job summary

Kaiser Permanente in Kentucky currently seeks a dedicated Operator to provide efficient, accurate phone service to members, patients, and staff. You will utilize multiple Kaiser information systems to route calls, manage on-call schedules, and support urgent communications across KSMC and affiliated facilities.

The role emphasizes clear, courteous communication, attention to detail, and the ability to handle multiple tasks in a high-volume environment, with shifts at Sunnyside and Westside

Qualifications

• Minimum one (1) year of Operator or related customer service experience.
• Experience with multi-line phone systems and related computer use.
• Ability to work with detail and prioritize in a busy environment.
• Strong English language skills and interpersonal communication.

Responsibilities

• Receives and processes calls and routes them to the correct department or resource.
• Uses online clinical information systems (KARE, MIPS, ADT) to aid call management.
• Maintains staff on-call schedules and coordinates replacements as needed.
• Schedules for after-hours, weekends and holidays across clinics and plan hospitals.
• Prepares logs and reports on traffic and unusual activities, and assists in training new staff.
• Adheres to quality of service guidelines and security protocols.

Skills

Customer service

Phone system

Communication

Time management

Teamwork

Tools

KARE

MIPS

OA

Master Directory

KP Internal Home Page

Windows OS

Job description

Job Summary:

To provide a communication phone service to our members, patients, and employees that is efficient, accurate and timely in meeting their needs, and which supports the department and organizational policies and procedures in accordance with the Quality of Service Behavior Guidelines.

Essential Responsibilities:

• Receives and processes calls received at the KSMC call switch; ensures accurate routing of calls received for the KSMC campus, as well as those for other Kaiser clinics, ASCs, and Plan Hospital facilities; provides clear and concise communications consistent with the quality of service behavior guidelines; provides information to callers, and those who come to the department, and assist them in findings the correct location/department to obtain information; determine type of call to forward to appropriate advice or appointment line per guidelines; ensure fraudulent use of the phone system does not happen. Implement hospital response to all emergencies, drills, codes, as directed. Processes calls per department productivity standards; demonstrates knowledge, interaction, and communication skill levels required for different patient populations based upon age-specific needs. Demonstrates accurate and rapid response to all hospital emergency and disaster code calls; monitors emergency alarms. Responsible for the assignment, service, maintenance, stocking, and replacement of pagers for the medical staff.
• Utilizes the online clinical information systems (KARE, MIPS, ADT, Internal Home Page directory, Master Directory, Physician Scheduling) to facilitate timely call management; utilizes KARE to provide information to caller about location of patient who is hospitalized (except confidential admits); maintains online attendant directory and utilizes such to facilitate call routing; utilizes Master Directory online system and KP Internal Home Page to locate phone numbers for all staff and departments. Upgrades computer skills and knowledge as system changes require through continuing education and in-services.
• Maintains accurate schedule of all staff on-call; responsible for following physician staff scheduling for after-hours calls, week-ends, and holidays, for all KP physicians and allied healthcare staff for KSMC, clinics and plan hospitals; updates call sheets for ill calls received and makes sure replacements are documented for all operator work stations; assists in locating replacement physicians when requested; ensures request for specialty consult is reached, and if no response, locate another physician to take the call.
• Perform scheduling activities for all support departments who have staff on-call after hours, week-ends, and holidays at KSMC, clinics, and plan hospitals; updates staff call sheets for ill calls and their replacements; assist in locating staff when requested; ensure request for supportive service is reached, locating another staff until completed.
• Prepare and maintain current list of those on-call for both physician and support services for daily access; aware of key personnel on duty at all times; assist physicians in pager assignment and/or replacements.
• Participate in quality review/monitoring activities; collaborate with departments to ensure accurate and complete information is provided to members at all times; prepare and utilize logs for traffic data; prepare report of all unusual activities and departments response to such; develop, review, and revise department procedures when requested; actively participate in orientation and training of new employees in department as assigned; report all problems promptly to appropriate personnel.
• Takes appropriate action in determining minor and/or major phone system or computer problems by notifying telecommunications and providing necessary details of incident. Other duties as assigned.

Basic Qualifications:

Experience

• Minimum one (1) year of Operator or related customer service experience.
• Per the National Agreement, current KP Coalition employees have this experience requirement waived.

Education

• N/A

License, Certification, Registration

• N/A

Additional Requirements:

• Multi-line phone system with related computer use.
• Online directory access.
• Communications department or related experience on phone procedures.
• Ability to work well with detail and to prioritize.
• Ability to work with multiple tasks simultaneously with numerous distractions.
• Strong inter-personal communication and conflict management skills.
• Able to work independently (self-directed) and as a team.
• Strong English language skills.
• Demonstrated working proficiency with Windows computer programs, database, and e-mail systems.

Preferred Qualifications:

• One (1) or more years of operator experience in medical center communication department.
• Siemens/ROLM phone system software and related computer applications.
• Master Directory online system and KP Internal Home Page.
• Internal KP computer systems: OA, KARE, MIPS, etc.
• Communications department procedures and KSMC procedures.
• Demonstrates critical thinking skills for priority setting.
• Demonstrates highly effective inter-personal communication skills, conflict resolution ability.
• Proven time management and conflict resolution.
• Demonstrates ability to perform multiple tasks in busy environment in a calm and detailed manner.
• Ability to work without direct supervision as part of a team.
• Self-directed.
• Strong English language skills.

Notes:

• Hours vary.
• Primary location will be Sunnyside Medical Center (50% of the time), secondary location will be Westside Medical Center (50% of the time)