COMMUNICATIONS SPECIALIST/TELECOMMUNICATIONS REPRESENTATIVE

Independence Health System; Latrobe (Westmoreland County); On-site; USD 40,000 - 60,000; Full time

Job summary

Independence Health System in Latrobe, PA, seeks a Communications Specialist/Telecommunications Representative to manage incoming calls, route messages, and support emergency communications with tools like PerfectServe, MediCall, Spok, and Cisco Jabber.

You will maintain accurate logs, assist with training, ensure confidentiality, and collaborate with physicians and staff to provide a professional, patient-centered communications gateway during business hours and after-hours as needed.

Qualifications

• High school diploma or GED required.
• Previous experience in customer service.
• Strong leadership ability, good organizational skills, independent and critical thinking; sound judgment.
• Proficient in Microsoft Office applications.

Responsibilities

• Prepare electronic documentation that is complete, professional in nature and uses correct grammar, punctuation and format.
• Intercept internal and external calls with a customer-friendly approach.
• Maintain a positive attitude with callers, coworkers, health system employees and physicians.
• Assure that customer needs are met in a timely fashion.
• Keep the mission, vision and values of the organization in mind with each patient contact.
• Foster a Lean work culture and support process improvements.

Skills

Customer service

Communication

Leadership

Microsoft Office

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

COMMUNICATIONS SPECIALIST/TELECOMMUNICATIONS REPRESENTATIVE

Job Category: ADMINISTRATIVE SUPPORT

Requisition Number: SWITC026350

• Posted : September 1, 2026
• Full-Time
• On-site

Locations

Showing 1 location

Latrobe
Latrobe, PA, USA

Description

Sign On Bonus Eligible

The Telecommunication Representative is responsible for making positive first impressions, as they maintain focus on the overall safety of our patients, guests and hospital employees. They work closely with hospital and health system departments, physicians, employees, patients and their family members regarding a variety of hospital and health system services. The employee will be responsible for a customer-friendly approach to the delivery of services using their technical capacities to provide a communication gateway between our patients and the health system. The position will consistently demonstrate positive interpersonal and interdepartmental relationships and create a positive and professional working environment for new employees. Is responsible for the review and maintenance of ongoing communication tools used by the entire department, while assisting with the training and development of new employees.

Essential Job Functions

• Prepare electronic documentation that are complete, professional in nature and uses correct grammar, punctuation and format.
• Intercept internal and external calls with a customer-friendly approach.
• Maintain a positive attitude with callers, coworkers, health system employees and physicians.
• Assure that customer needs are met in a timely fashion.
• Keep the mission, vision and values of the organization in mind with each patient contact.
• Demonstrate knowledge of the Independence Health System Health code processes and other emergency plans using supporting department policies and procedures on the successful initiation of emergency codes.
• Immediate response to emergent situations while gathering information from physicians and/or clinicians.
• Efficient and accurate initiation of emergency codes in critical situations using Lynx, overhead paging, and Microsoft Office.
• Accurately records detailed information about all emergent situations using Microsoft Office.
• Answer telephone calls promptly, efficiently and courteously using a positive voice image to callers, keeping in mind the tone, inflection, and enunciation to all callers.
• Foster a “one stop shop” culture by listening to callers intently to determine the nature of the call to see if the call must be transferred or if it can be handled by a Switchboard Operator.
• Screen calls to ensure authenticity and make sure that any messages are communicated to the correct recipients in a time-efficient manner.
• Create and process messages, schedule and log that legible, accurate and communicated to the other staff.
• Provide call processing support to multiple departments and hospital physicians to maintain a pathway for necessary communication between patients and their clinicians after business hours.
• Collect, communicate and document confidential patient information using PerfectServe, MediCall, Spok, and Microsoft Office.
• Answer queries pertaining to admitted patients by following confidentiality protocols using McKesson STAR.
• Awareness of hospital campuses to accurately direct visitors to appropriate departments or patient rooms.
• Responsible for accurate individual performance outcomes for all applications used in the department, including but not limited to PerfectServe – physician communication, MediCall – information database, McKesson STAR – patient information, Spok – alternate paging services, Cisco Jabber – dept. to dept. communication, Lynx – emergency notification system, Microsoft Windows – PC Operating system, Microsoft Office – Excel, Word, PowerPoint, Access, Outlook, Internet Explorer – internet provider, PA system – overhead paging, API – time and attendance and UltiPro – benefits, compensation, performance management.
• Operational knowledge of hardware used to support department operations, including by not limited to Cisco telephony – phones, conference calls, Emergency panels – alarms, emergency codes, Simplex – LH fire system, and Wireless devices – cell phones, one-way pagers.
• Other duties as assigned.
• Manage the issuance of pagers and assist employees with user guidelines.
• Maintain central database of all paging devices using Microsoft Office.
• Contact vendor for device exchanges and various troubleshooting needs.
• Review and revise necessary emergency code contact information on an as needed basis.
• Review department processes for necessary updates and revise as needed.
• Responsible for the day-to-day training of new employees and elevate training concerns to management.
• Create a professional working environment for new employees so that effective training and development can be fostered.
• Ensure new employees are directing callers professionally, correctly, promptly and courteously.
• Consistently review individual emergency code processes with new employees and conduct mock code situations to ensure that employees are prepared to work alone.
• Assess and verify call accuracy for new employees to include scripting and call connections
• Consistently review patient transfer process with new employees and conduct mock scenarios as part of the learning process.
• Ensure new employees are mindful of physician protocols and can accurately process calls.
• Review patient privacy codes with new employees and audit processing of patient information calls to ensure patient confidentiality.
• Review new employee long information for all applications to ensure successful access.
• Daily review of all call logs to ensure complete and accurate information.
• Monthly creation of new call logs to replace previous month’s tracking sheet.

Required Qualifications

• High School Diploma or GED, or Higher Level of Education.
• Previous experience in customer service.
• Strong leadership ability, good organizational skills, independent and critical thinking skills, sound judgment, and knowledge of legal aspects and liability of nursing practice.
• Strong ability to communicate complex and/or controversial topics and concepts to a wide and diverse audience.
• Proficient in Microsoft Office applications, including Outlook and Excel.

Preferred Qualifications

• One (1) year experience in hospital switchboard.
• Knowledge of medical terminology.

License, Certification & Clearances

• Act 34-PA Criminal Record Check from the PA State Police system.

Supervisory Responsibilities

• This position has no direct supervisory responsibilities, but does serve as a coach and mentor for other positions in the department.

Position Type/Expected Hours of Work

• Incumbent will be scheduled based on operational need (rotate shifts, standby, on-call, etc.).
• Travel may be expected locally between Independence Health System Health locations.

LEAN

• Actively promotes a Lean work culture by performing team member duties to encourage consistent use of LEAN principles and processes, including continually seeking work process improvements. Recognizes the necessity of taking ownership of one’s own motivation, morale, performance and professional development. Strives for behavior consistent with being committed to Independence Health System’s missions, vision and values.

AAP/EEO

• Independence Health System Health is an Equal Opportunity Employer. It is the policy of Independence Health System Health to prohibit discrimination of any type and to afford equal employment opportunities to employees and applicants, without regard to race, color, religion, sex, national origin, age, marital status, non-job related disability, veteran status, or genetic information, or any other protected class. Independence Health System Health will conform to the spirit as well as the letter of all applicable laws and regulations.
• Ability to perform the Essential Functions listed on the Physical Conditions and ability to perform the Essential Functions on the Working Condition chart below.

Effective March 2020 or during pandemic: goggles, face shield and mask are required according to CDC guidelines

When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device is required.

Essential – Absolute Necessity.

Marginal – Minimal Necessity.

Constantly – 5.5 to 8 hours or more or 200 reps/shift.

Frequently – 2.5 to 5.5 hours or more or 32-200 reps/shift.

Occasionally – 0.25 to 2.5 hours or 2-32 reps/shift.

Rarely – Less than 0.25 hours or less than 2 reps/shift.

Physical Condition

Marginal

Constantly

Frequently

Occasionally

Rarely

Never

Extreme Heat

Extreme Cold

Heights

Confined Spaces

Mechanical Hazards

Use of Vibrating Tools

Operates Vehicle

v

Use of Lifting/Transfer Devices

Rotates All Shifts

On-Call

Overtime(+8/hrs/shift; 40/hr/wk)

Respirator Protective Equipment

Eye Protection

Hearing Protection

Hand Protection

Feet, Toe Protection

Body Protection

Latex Exposure

Solvent Exposure

Paint (direct use) Exposure

Dust (sanding) Exposure

Cytotoxic (Chemo) Exposure

Mist Exposure

Laser Exposure

Physical Demands

When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device is required.

Essential – Absolute Necessity.

Marginal – Minimal Necessity.

Constantly – 5.5 to 8 hours or more or 200 reps/shift.

Frequently – 2.5 to 5.5 hours or more or 32-200 reps/shift.

Occasionally – 0.25 to 2.5 hours or 2-32 reps/shift.

Rarely – Less than 0.25 hours or less than 2 reps/shift.

Physical Condition

Marginal

Constantly

Frequently

Occasionally

Rarely

Never

Walking

Climbing Ladders

Standing

Kneeling

Squatting (Crouching)

Twisting/Turning

Keyboard/Computer Operation

Gross Grasp

Hand/Arm Coordination

Pushing/Pulling(lbs. of force)

Carry

Transfer/Push/Pull Patients

Seeing Near w/Acuity

Feeling (Sensation)

Hearing Clearly

Pulling/Pushing Objects Overhead

Reaching Above Shoulder Level

Reaching Forward

Lifting Floor to Knuckle

###

Lifting Seat Pan to Knuckle

###

Lifting Knuckle to Shoulder

###

Lifting Shoulder to Overhead

###

When lift requirement is in excess of 50#, lift assistance (2 person) and/or transfer device is required.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.