Job description
Overview:
The associate is responsible for the efficient operation, use of the switchboard, and paging system to receive and relay calls or messages to the requested party or hospital area. Assists patients, physicians, and staff with general information monitors all hospital alarm systems and serves as a vital link in the communication process during emergencies and codes. Associate delivers excellent customer service in a manner consistent with our Seton Medical Center Harker Heights Values. The associate maintains positive interaction with co-workers and other department personnel. Associate uses resources efficiently to ensure quality
Responsibilities:
JOB COMPENTENCIES
- Personal Effectiveness - Meets established timelines; follows through to ensure completion of assigned objectives, seeks feedback to improve performance, and demonstrates a positive, “can do” attitude
- Innovation and change - Looks for opportunities to improve processes and services, makes an effort to learn and develop new skills, and is resourceful and enthusiastic in responding to new challenges
- Fostering Teamwork - Is open and honest in dealing with others, demonstrates commitment to team objectives, and sees challenges facing department and helps the team to address them
- Quality Services - Delivers high quality services to internal and external customers, accepts responsibility and takes action to address quality issues, and helps operations & services respond to the needs of caregivers
- Integrity - Adheres to a standard of ethical conduct that promotes trust and open communication, earns trust by living up to commitments, and can be counted on to keep confidences
MAJOR RESPONSIBILITIES:
- Responds to incoming calls in a timely manner and directs caller to appropriate destination providing a smooth, clear and professionally courteous communication practice.
- Maintains and updates department databases for call processing and paging, as well as locator information for physicians, management, department employees and on-call personnel.
- Provide information to callers as appropriate.
- Responds quickly and accurately to disaster and emergency situations as required. Announces Seton Medical Center Harker Heights emergencies through the overhead paging system and facilitates communication during emergencies.
- Effectively utilizes telecommunications hardware and software including problem or failure diagnosis techniques.
- Maintains correct department phone roster for Seton Medical Center Harker Heights.
- Assist with the maintenance of directories on-call list, etc.
- Accurately utilize the features of the PBX consoles, headsets, telephones and other related equipment.
- Assist with maintaining cleanliness, safety and security of the PBX area.
- Maintain confidentiality, security and integrity of patient and organizational data.
- Communicates pertinent information to co-workers to ensure proper handling and processing of calls when away from the operator position.
- Supports an environment of respect and dignity to those served. Communicates openly in a non-judgmental and professional demeanor during all interactions with coworkers.
- Follows all safety rules while on the job. Reports all accidents promptly and corrects minor safety hazards. Communicates with peers and management regarding any hazards identified in the workplace.
- Ensure release of information is consistent with all privacy policies
- Performs other duties as assigned per diem.
Skills/Attributes:
- Excellent telephone communications and etiquette.
- Demonstrated outstanding customer service skills.
- Able to work effectively with other departments.
- Demonstrate a strong knowledge of Microsoft Windows based applications.
Education/Experience:
- High School Graduate or Equivalent.
- Minimum 1 year phone or call center experience
- Healthcare experience preferred.
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