Telecommunications Representative - Access Center

AtlantiCare; Egg Harbor Township (NJ); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Generous PTO

Medical insurance

Retirement plans

Job summary

AtlantiCare Telecommunications Representative is responsible for handling high volumes of inbound and outbound calls for AtlantiCare Regional Medical Center campuses and satellite departments. The role initiates emergency codes, relays STAT and routine consults, and ensures accurate escalation to on-call staff.

The position supports 24/7 operations with attention to confidentiality, punctuality, and professional customer service.

Qualifications

• High School diploma or equivalent required.
• 0-2 years related experience (customer service, call center, or hospital communication experience is preferred).
• Must have basic phone and computer skills (email, texting, etc.)

Responsibilities

• Answers and handles incoming calls promptly, and in accordance with departmental standards.
• Places out-bound calls on behalf of internal callers as appropriate.
• Provides accurate information in a concise, timely and informative manner.
• Instruct internal callers on basic phone usage when needed.
• Follows procedures for emergency codes, traumas and alarms with immediate response.
• Evaluates incoming critical lab and radiology results to properly route to on-call providers.
• Completes shift duties: trauma pager tests, logs, on-call schedules.
• Directs STAT and routine consults to on-call providers.
• Contacts on-call nurse triage as part of after-hours service.
• Enacts downtime procedures to maintain communication during outages.

Skills

Customer service

Call center

Hospital communication

Punctuality

Education

High School diploma

Tools

Phone

Computer skills

Job description

Telecommunications Representative - Access Center

Operator (Telecommunications Representative) - Access Center. ADP JOB CODE: 682. ORACLE JOB CODE: 10851. ORACLE POSITION CODE: POS2038.

Minimum Qualifications

• High School diploma or equivalent required.
• 0-2 years related experience (customer service, call center, or hospital communication experience is preferred)
• Must have basic phone and computer skills (email, texting, etc.)

Position Summary

The Telecommunications Representative plays a critical communication role, processing a high volume of in-coming and out-going telephone calls for both AtlantiCare Regional Medical Center Campuses, and the Hammonton Satellite Emergency Department. They also direct callers for various other AtlantiCare locations, as needed. Additionally, telecommunications representatives are responsible for initiating all emergency codes, traumas and announcing all emergencies such as MET calls and notifying the Stroke team. They manage and forward STAT and routine consults to the rounding, on-call provider. This position also functions as an after-hours answering service, managing emergency pages and ensuring accurate and efficient escalation of critical issues to on-call triage staff. This role is required to maintain accurate and up to date logs, reference and update Manilla On-Call and web-exchange; providing prompt notification to on-call staff and subsequent documentation.

This position supports organizational strategic goals by providing quality customer service, participating in performance improvement efforts and demonstrating a commitment to team work and cooperation.

Qualifications

• Must have basic phone and computer skills (email, texting, etc.)
• Demonstrates the ability to be punctual and ready to work at scheduled time both at start of shifts and when returning from breaks.
• Must be able to work nights, weekends and holidays.
• Maintains consistent attendance, as it is critical to the success of 24/7 operations and the fulfillment of responsibilities.
• Adheres to AtlantiCares attendance policy. Consistently uses own initiative to keep work area and equipment clean and neat.
• Excellent customer service - high-quality communication with both internal and external callers.
• Possesses maturity in judgement and throughout all interactions.
• Participates in performance improvement initiatives and demonstrates a commitment to teamwork.
• Maintains a courteous, helpful and professional manner at all times.
• Consistently maintains a clean, well-groomed appearance and follows department dress code policy.
• Continuously uses discretion during interactions to maintain a high level of confidentiality.
• Accuracy and attention to detail when connecting calls and maintaining logs.
• Ability to multi-task and adapt well to change.

Education

High School diploma or equivalent required.

License/Certification

None Required

Experience

0-2 years related experience (customer service, call center, or hospital communication experience is preferred)

Performance Expectations

• Answers and handles incoming calls promptly, and in accordance with departmental standards.
• Places out-bound calls on behalf of internal callers as appropriate.
• Provides accurate information in a concise, timely and informative manner.
• Instruct internal callers on basic phone usage when needed.
• Follows the required procedures for prioritizing all emergency codes, traumas and alarms, which includes providing an immediate response.
• Evaluates incoming critical lab and critical radiology results to properly route to on-call providers.
• Completes a variety of shift duties as assigned. Including but not limited to: Daily tests of trauma pagers, generating and filing patient censuses, maintaining logs and tracking/documenting on-call schedules.
• Attend mandatory in-service programs and staff meetings.
• Completes training programs (classroom and/or virtual) as assigned.
• Directs both STAT and routine consults to the rounding, on-call providers.
• Contacts on-call nurse triage appropriately as part of provider after hours answering service.
• Enacts proper downtime procedures to maintain communication functionality during any unexpected system outages.

Work Environment

Must be able to sit in an indoor, confined area for long periods of time.

Must be able to handle a high level of responsibility in a fast-paced environment.

Essential functions of this position are listed on the department specific Assessment and Evaluation Tool.

Reporting Relationship

This position reports to the Access Center Supervisor.

Equality and Inclusion

AtlantiCare is an Equal Opportunity Employer.

Equal employment opportunity, including veterans and individuals with disabilities.

Job Details

• Job Schedule: Full time
• Job Shift: Varies
• Pay Range: $17.89 - $25.96
• Holidays Required: Yes
• Weekends Required: Yes
• Hrs Per Week: 37.5

Total Rewards at AtlantiCare

• Generous Paid Time Off (PTO)
• Medical, Prescription Drug, Dental & Vision Insurance
• Retirement Plans with employer contributions
• Short-Term & Long-Term Disability Coverage
• Life & Accidental Death & Dismemberment Insurance
• Tuition Reimbursement to support your educational goals
• Flexible Spending Accounts (FSAs) for healthcare and dependent care
• Wellness Programs to help you thrive
• Voluntary Benefits, including Pet Insurance and more

Benefits offerings may vary based on position and are subject to eligibility requirements.

Join a team that values your well-being and invests in your future.

Pay Transparency

In order to support the Fair Compensation Strategy by the US Govt., HR Dept., clients are required to adhere to "Pay Transparency Law" in impacted states, which mandate employers to list salary ranges in job advertisements and promotions.