Job Description
Under the supervision of the Assistant Director, Communications, the Communications Clerk NU answers incoming calls and promptly transfers calls to requested department or provides requested service. A key responsibility is to respond to and act upon the communication needs for emergency codes and provide a positive customer experience to everyone. Operates various telecommunications equipment including: Intellidesk, ACD, Medical Emergency Code telephones, and other emergency service requests. Provides paging services and location systems as well as maintains on call schedules according to established policies and protocols. Incumbents in this position are scheduled to work less than 1000 hours per year.
Principal Duties: Switchboard
- Operates central answering telephone equipment. Answers incoming calls, and promptly transfers calls or provides requested service according to departmental procedure.
- Provides telephone paging services for physicians and other designated personnel according to departmental procedure.
- Receives and promptly delivers messages which have a medical urgency or necessity to Physicians, Residents, Staff and Patients according to departmental procedure.
- Answers fire, emergency, or medical emergency calls , activates paging, fax, text messages, desk top notification and overhead alerts according to departmental policy and procedures; calls affected department to get specific information including exact location of emergency in order to contact the appropriate emergency service. Ensures that appropriate Code teams respond to emergency calls.
- Maintains logs of, all emergency calls. Records date, time, caller, and operator responsible for activating emergency call protocol. .
- Uses Siemens query patient information and provides information to public according to departmental procedures and HIPAA guidelines.
- Performs data entry of changes in department numbers, pager numbers, and medical and surgical schedules.
- Performs monthly Test Pages according to departmental policy and procedure
- Reports all system malfunctions immediately to appropriate personnel, vendors and management
- Monitors and makes daily changes to on-call schedule for medical staff, AOC, PA's, ICU consults, Respiratory, Cath Lab (Stemi), OR, Ortho attending, Vascular lab, Psychiatrist, Echo Techs, Dialysis, Biomedical Engineering and Interventional Radiology.
- Makes appointments for patients in need of translation services for admissions, hospital stays, discharges, legal, Human Resources, outpatient service and all other stakeholders
- Monitors fire alarm system in conjunction with Clinical Engineering
- Contacts clergy at the request of patient, family or nursing unit
- Monitors Huggs security system
- Proctors new hires
Principal Duties: Information Desk (Guest services)
1. Greet visitors to the hospital
2. Patient look-up
3. Provides "way finding "
4. Answers Information line as well as transfer calls to appropriate patient room
5. Directs "outpatients" to patient access for registration
6. Notifies transporter to provide wheelchair services to visitors and patients
7. Assists visitors with public transportation access
8. Activates alerts for Regulatory agency unannounced visits
9. Maintains clergy log and validates clergy parking passes
10. Answers guest, staff and patients questions or directs to the appropriate personnel when necessary
Customer Service:
1. Greets customers in courteous, friendly, respectful and professional manner at all times, including maintaining eye contact when appropriate.
2. Follows communication protocols to both internal and external customers, including introducing him/herself with job title and experience, asking open ended questions, such as "How may I be of help to you?" using the customer's name as soon as it is learned.
3. Responds promptly and appropriately to customer questions/concerns/complaints and attempts immediate resolution.
4. Keeps customer's information confidential, including public places such as elevators or the cafeteria.
5. Provides assistance and offers help immediately, including finding someone else to meet the request, if unable to do so him/herself. Introduce other staff to customers when a hand-off occurs and explain that the person will provide excellent service.
6. Demonstrates commitment to excellent service recovery when a customer's expectations have not been met.
Commitment to Co-Workers:
1. Offers assistance to colleagues and other departments when needed.
2. Takes responsibility for solving problems regardless of origin; completes assignments, and respects deadlines.
3. Resolves conflict directly with colleagues and seeks assistance from others if the issue cannot be resolved. Refrains from criticism in public.
4. Refrains from criticism in public.
5 Mindful and respectful of others' time and schedules. Attends meetings on time and communicates any absences.
6. Provides co-workers with a status report for continuity of workflow when planning to be out of the office, off the unit, or away from the department.
Communication Etiquette:
1. Respectful, courteous and professional in all forms of communication and follows facility's service communication protocol in all interactions.
2. Refrains from use of personal cell phone in patient care areas and keeps usage to a minimum at all other times while on duty.
3. Does not text or use e-mail during meetings (except for exigent or emergency situations).
4. Limits use of business cell phone during meetings (remain on vibrate and/or calls go to voicemail).
5. Makes every effort to answer telephone calls within three rings, introducing him/herself, department and title (if appropriate). Asks permission before placing the caller on hold or using the speakerphone. If caller is transferred, gives the caller the extension number of the person he or she is being transferred to. Offers further assistance to the caller upon completing the conversation.
6. Maintains an appropriate voicemail message and when away from the office has an out-of-office email message that is brief, current, and includes name and department and offers the caller options if possible.
7. Returns email and voicemail messages promptly but no later than within one business day (24 hours).
8. Always mindful of voice and language in public.
Self Management:
1. Reports to work appropriately groomed and in compliance with the Hospital's dress code. Wears identification badge at all times at chest level and facing outwards so identification is clearly visible.
2. Complete all assignments within deadlines or negotiates alternative actions and time frames in order to achieve desired outcomes.
3. Completes mandatory, annual education and competency requirements.
4. Follows UMCAP safety, infection control and employee health standards.
5. Demonstrates responsibility for personal growth, development and professional knowledge and competency.
6. Adhere to all UMCAP and department policies and procedures, including Code of Conduct and professional behavior standards. Does not exceed Hospital guidelines in reference to attendance, punctuality, and use of sick and unplanned absences. Provides notification of absences, lateness and vacation requests according to department guidelines. Respects length of time for lunch and break times.
7. Reviews, signs, and adheres to UMCAP and/or departmental confidentiality statement
Education/Knowledge
- Attained Level: High School Diploma or Equivalent (GED) is required
Applicable Experience
- Experience (years): Required: 1 to 3 years
- Preferred: Medical Terminology
- Experience (describe required & preferred): One year experience as a Telephone Attendant/Operator using computerized equipment
