Informational Specialist – Telecommunications – St. Rita's Medical Center

Mercy Health; Lima (OH); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Competitive pay

403(b) with employer contributions

Medical, dental, vision, prescription

HSA/FSA options

Life insurance

Mental health resources

Paid time off

Parental and FMLA leave

Short- and long-term disability

Tuition assistance

Professional development

Job summary

Mercy Health is seeking a dependable switchboard and patient services associate to respond to physician hotline calls, hospice and cancer treatment center inquiries, and walk-up window traffic. The role includes rapid routing, on-call paging after hours, and empathetic support to patients and families in a fast-paced medical center environment.

Qualifications include a high school diploma or GED, proficiency in Excel and Word, AS/400 experience, and 1–3 years of related work.

Qualifications

• High school diploma or GED required.
• Successful completion of switchboard training.
• 1–3 years of related experience preferred.

Responsibilities

• Respond to physician hotline calls, transfers, and requests in rapid, accurate, courteous manner.
• Page on-call staff after hours, weekends & holidays as requested.
• Answer Hospice and Cancer Treatment Center calls after hours with empathy and courtesy.
• Assist customers at the service window in a timely, friendly manner.
• Identify self and area when answering calls and offer assistance per standard protocol.

Skills

Excel

Word

Education

High school diploma or GED

Switchboard training

1–3 years experience

Tools

AS/400

Job description

Summary:

This position responds to inputs from multiple phone sources including but not limited to switchboard traffic, physician hotline phone, hospice and cancer treatment centers, after hours, weekends and holidays with verbal output, connection to a destination and/or electronic notification with rapid, accurate , and courteous throughput. The position is also responsible for rapid, accurate, and courteous response to walk up window traffic.

Essential Duties and Responsibilities:

• Responsible for immediate response to physicians hotline calls facilitating requests in a rapid, accurate and courteous manner. These requests may include but are not limited to transfers, connections to other physicians, or assistance in location of patients in the Medical Center.
• Responsible for proper contact of Administrator on-call as requested by House Supervisor, Physicians or other Administrators.
• Responsible for paging of ancillary personnel on-call after hours, weekends & holidays as requested by Physicians or House
• Responsible for answering & timely facilitation of Hospice calls after hours, weekends & Holidays with courtesy and empathy to callers at all times. Precise and timely paging of on-call personnel for caller. Responsible if needed to stay on the line with caller as a comfort measure until nurse is able to call in and resolve the patient/family issues.
• Responsible for answering and timely facilitation of Cancer Treatment Center calls after hours, weekends & Holidays with courtesy & respect for callers and families at all times.
• Responsible for response and transfer of TTY / TDD calls (for deaf callers) to requested area's within the Medical Center. Operator must know proper terminology to communicate with these callers.
• Assists customers at the Service Window in a timely manner being courteous, helpful and friendly at all times.
• Answers calls in a professional manner identifying self, area and verbally offering assistance in accordance with the standard telephone courtesies
• Must be proficient in good listening skills, friendly tone of voice while speaking slowly and clearly

Qualifications:

High school diploma or general education degree (GED) Must be competent in Excel, Word, as well as AS400. Successful completion of

switchboard training as well as competency testing post training.

1-3 years experience

As a Mercy Health associate, you're part of a Mission that matters. We support your well-being—personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.

What we offer

• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
• Medical, dental, vision, prescription coverage, HSA/FSA options, life insurance, mental health resources and discounts
• Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders
• Tuition assistance, professional development and continuing education support

Benefits may vary based on the market and employment status.

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Aff icient Action and Equal Opportunity Employers, please email [e-mail] . If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at [e-mail]