PBX Operator - Richmond Health Source Shared Services

Bon Secours Mercy Health; Richmond (VA); On-site; USD 22,000 - 32,000; Full time

Benefits offered by this job

Competitive pay

Incentives

403(b) with employer contributions

Health insurance

Job summary

Bon Secours Mercy Health in Richmond, VA is seeking a Telecommunications Operator to handle hospital-based call center duties, route calls, and relay messages with accuracy. You will manage on-call schedules, assist in emergencies, and maintain confidentiality, while working nights in a hospital setting.

Requires high school diploma, 6+ months in customer service, and proficiency with Outlook/Word/IE. Eligible associates benefit from competitive pay and extensive health coverage.

Qualifications

• Reader/writer abilities at high school level; 6+ months of customer service exp in call center.
• Excellent interpersonal skills with calm, respectful communication in sensitive situations.
• Strong communication, friendly voice, professional appearance representing IS Telecommunications.
• Ability to think critically and act quickly in emergencies and crises.
• Flexible to work all shifts and travel between facilities; rotate on-call after hours/weekends.

Responsibilities

• Answer incoming calls for Bon Secours Virginia and Answering Services; route to correct area.
• Provide emergency assistance and announce emergencies per protocol.
• Maintain on-call schedules and contact personnel calmly and efficiently.
• Demonstrate knowledge of hospital terminology; stay updated on services.
• Promote teamwork and maintain confidentiality per HIPAA.

Education

High School diploma or GED

Tools

Microsoft Outlook

Microsoft Word

Internet Explorer

Job description

Thank you for considering a career at Bon Secours!

Scheduled Weekly Hours:

40

Work Shift:

Nights (United States of America)

PRIMARY FUNCTION/GENERAL PURPOSE OF POSITION:

• Serves as a representative for a hospital-based, multiple function call center.
• Responsible for relaying incoming, outgoing, and inter-office calls in a friendly, effective and efficient manner.
• Operates the paging service as part of the Amcom messaging system.
• Monitors multiple alarm panels and closed circuit television monitors activating notifications based on specific procedures.
• Responsible for over 100+ answering service clients (physicians and hospital departments,) paging correct on call providers.
• Performs other duties as assigned and attends meetings and educational classes as required.

EMPLOYMENT QUALIFICATIONS:

• Work requires the ability to read, write, type 25 WPM, follow oral and written instructions, and communicate effectively at a high school or GED level; with a minimum of six months of recent customer service experience in a call center environment, medical call center preferred.
• Work requires the interpersonal skills and a customer service orientation necessary to answer calls, relay messages and communicate effectively with internal and external callers in a tactful and respectful manner. Use a calm, tactful demeanor and appropriate communications during sensitive, emotional and crisis situations. Also requires the ability to appropriately handle angry and/or distressed callers.
• Work requires strong communications skills, a pleasant friendly voice, and a professional appearance in representing the IS Telecommunications Department to medical staff, patients and the public. Also requires the ability to perform as a team member and work under pressure.
• Work requires the ability to exercise critical thinking skills and the analytical ability necessary to initiate procedures for emergency situations, such as fire, medical emergencies, disaster drills, and security and maintenance emergencies; as well as the ability to multitask in a fast-paced work environment.
• Work requires the availability to work all shifts, including in inclement weather, travel between multiple facilities as necessary; therefore requires reliable transportation. Employee will be required to rotate on call after hours and weekends. Individual must work with little or no supervision.
• Requires computer knowledge and the ability to utilize software applications such as Microsoft Outlook, Microsoft Word and Internet Explorer, and additional software programs as implemented. Also must be able to multitask between various software applications.

ESSENTIAL JOB FUNCTIONS:

• Answers incoming calls for Bon Secours Virginia and Answering Services. Identifies and routes caller to most appropriate area with no more than one error per quarter, as observed through random monitoring and customer complaints.Responds to callers’ questions and requests, including patient information and telephone assistance, in a courteous and businesslike fashion. Requires the ability to receive and convey information in a clear and concise manner. Takes complete and accurate messages.
• Provides emergency assistance (Code Blue, Code Red, Security & Engineering alarms etc.) to hospital personnel and the general public. Properly announces emergencies via pager, phone and intercom announcement as indicated per the individual emergency protocol. Appropriately routes calls to additional resources as indicated. Responds to all codes urgently and maintains an accurate record of all emergency codes. Performs all overhead paging in a pleasant and professional manner.
• Maintains and updates current on call schedules for the answering service and various hospital departments, using the Amcom On-Call scheduling system. Contacts appropriate on call personnel in a calm, timely and efficient manner
• Displays adequate knowledge (through retention and use of resources) of BSV and medical terminology as evidenced by direct observation and random monitoring. Stays abreast of changes, new areas and/or services within BSV. Informs management of required database updates.
• Promotes teamwork by cooperating and working together with all coworkers, attending daily team huddles and staff meetings. Displays a positive attitude at all times.
• Maintains the confidentiality of all data, including patient, employee and operations data inside and outside of Bon Secours, based on HIPAA compliance laws and Bon Secours protocols.
• Demonstrates the knowledge and skills necessary to provide customer service appropriate to all age groups of patients served by Bon Secours Virginia.
• Reports all equipment trouble to appropriate person and calls equipment vendor when IS Telecommunications equipment is in need of repair. DispatchesMaintenance/Engineeringor Security personnel via radio patching to convey messages and/or repairs.
• Assist Lead Operators in the training of new operators.
• Supports the mission and values of BSHSI and adheres to all hospital and department policies and procedures.
• Completes requirements for in-service training, acceptable attendance, uniform and dress codes including personal hygiene, and other work duties as assigned.

Range:

• Minimum: $16.32
• Maximum: $23.15

Bon Secours is an equal opportunity employer.

As a Bon Secours 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 insurances, 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.

Department:

Telecommunications Operators- Richmond Health Source Shared Services

It is our policy to abide by all Federal and State laws, as well as, the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). Accordingly, 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 Affir...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].