Communications Representative Lead

Trinity Health; Des Moines (IA); On-site; USD 32,000 - 48,000; Full time

Job summary

Mercy Medical Center is seeking a full-time Telecommunication Operator in Des Moines, IA. This role operates the switchboard and provides information to patients, visitors and staff, while ensuring confidentiality.

Responsibilities include leading shifts, training new hires, routing calls, paging, guiding people to the correct areas, and assisting during emergencies while maintaining patient confidentiality.

Qualifications

• High school diploma or GED required.
• Previous experience with the public via phone or in person.
• Must have basic math skills including calculating and monetary exchanges.

Responsibilities

• Lead shift and ensure schedules are created in a timely manner.
• Answers calls quickly and routes to appropriate area.
• Pages over public address system: codes, hospital personnel, physicians and announcements.
• Directs patients and visitors to proper areas.
• Provides proper patient information, while retaining confidentiality.
• Implements emergency procedures for hospital.
• Helps out in Mail Services and when staffing is short.
• Nights –Verify patient discharge for Mail Services.

Job description

Employment Type

Full time

Shift

Rotating Shift

Description

GENERAL SUMMARY: Operates telecommunication terminal and provides information as requested.

Corporate Philosophy Statement

It is the obligation of each employee of Mercy Medical Center to abide by and promote the mission and core values of the Spirit of Mercy.

Corporate Policy Statement

It is the obligation of each employee of Mercy Medical Center to comply with Mercy’s mission, values, standards of conduct, policies, procedures and related practices (e.g. Dress Code, Time and Attendance, and other policies).

Hipaa Security Compliance

Security Access: High “Incumbent has access to restricted or confidential patient information and must comply with the terms of the Mercy Medical Center Security Policies as it applies to their job role.”

Essential Functions

• Lead shift and ensure schedules are created in a timely manner
• Work with leadership and external stakeholders on issues pertaining to the switchboard and access controls.
• Ensures new hires are trained and ready to work each shift independently.
• Answers calls quickly and efficiently and routes to appropriate area.
• Pages over public address system: codes, hospital personnel, physicians and announcements.
• Directs patients and visitors to proper areas.
• Provides proper patient information, while retaining confidentiality.
• Implements emergency procedures for hospital.
• Helps out in Mail Services and when staffing is short.
• Nights –Verify patient discharge for Mail Services.
• Assigned Communication Rep is trained for complete Mail Services back-up.

Minimum Knowledge, Skills And Abilities Required

• High school diploma or GED required.
• Previous experience with the public via phone or in person.
• Must have basic math skills including calculating and monetary exchanges.

PHYSICAL ACTIVITY REQUIREMENTS

Constant

• Sitting: While operating telecommunication terminal.
• Talking: Expressing or exchanging information by means of the spoken word, both on phone and in person.
• Hearing: Receiving detailed information through oral communication, both on phone and in person.
• Repetitive Motions: Substantial movements of the wrists, hands, and/or finger; e.g., data entry.

Frequent

• Reaching: Extending hand(s) and arm(s) in any direction.
• Grasping: Applying pressure to an object with fingers and palm while handling documents, etc.
• Standing: Particularly for sustained periods of time.

Physical Demand Requirements

• Sedentary Work: Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly.

Visual Acuity Requirements

• Machine Operators (including inspection), Inspection Close Assembly, clerical, and administrative: This is a minimum standard for use with those whose work deals largely with preparing and analyzing data and figures, accounting, transcription, computer terminal, extensive reading, visual inspection involving small defects small parts, operation of machines (including inspection), using measurement devices, assembly or fabrication of parts at distances close to the eyes.

Intellectual/Emotional Requirements

• Ability to maintain both a high standard of courtesy and cooperation in dealing with co-workers, patients and visitors and satisfactory job performance despite the stress of a hospital work environment.
• Adaptability to making generalizations, evaluations, or decisions based on sensory or judgmental criteria.
• Adaptability to dealing with people beyond giving and receiving instructions.
• Adaptability to performing under stress when confronted with emergency, critical, unusual, or dangerous situations; or situations in which working speed and sustained attention are make-or-break aspects of the job.
• Adaptability to performing a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.

EQUIPMENT/TOOLS

Special equipment or office equipment found in the assigned area.

Working Conditions

• The worker is subject to noise: There is sufficient noise to cause the worker to shout in order to be heard above the ambient noise level.
• The worker is subject to the following atmospheric conditions that affect the respiratory system or the skin: odors, dusts, and/or poor ventilation.

Reporting Relationships

• Reports directly to the Transportation Manager.

Schedule

Mainly Monday - friday, Weekends if/when needed, holidays required

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.