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Telecommunications Agent

To maintain a high level of speed, accuracy, and customer service when handling communications with the parents, patients, visitors and staff. The position actively supports the organization and department Quality Improvement and customer service goals, individually and is an effective team member. Performs functions, as needed, for code calls, disaster drills and events, and Incident Command drills and events. Provides system administrative tasks on various automated systems. Interfaces with patients, parents, visitors and professional staff on a daily basis.

Shift Details:

Thursday 1:30p – 10p

Sundays, Either: 5:30p-5:30a OR 930a-10p

+ Maintains established departmental policies and procedures, objectives, quality assurance programs, and safety standards.

+ Manages incoming, outgoing and interoffice calls in a professional and technically competent manner utilizing current phone, paging interface, and desktop platforms.

+ Participate in both drills and events for disaster and Incident Command as the telecommunications liaison and completes activities as instructed by the Incident Commander.

+ Execute assigned duties and functions as a key member of various page and code groups. Performs the duties in a competent, accurate, and timely manner as described in the department’s policies and procedures manual. In addition, documents the necessary information regarding the incident, regardless of actual and/or false alarms in an incident report for the manager.

+ Follows off-hour procedures for on-call staff and departments as defined in department’s policy and procedure manual.

+ Maintains confidentiality of any sensitive data at all times.

+ Troubleshoots problems with the existing hardware equipment, then reports and logs necessary equipment repairs. Equipment includes: telephones, paging software, department’s PC's and PC related equipment.

+ Monitors automated alarms in the department, reacts appropriately, and reports unusual occurrences or problems to management and/or appropriate hospital personnel as per policies and procedures.

+ Performs job functions adhering to service principles with customer service focus of innovation, service excellence and teamwork to provide the highest quality care and service to our patients, families, co-workers and others.

1. High school education or equivalent.

2. Experience in a Health Care Facility or other customer relations capacity is preferred, with a minimum of one-year experience.

3. Demonstrated ability to work independently and professionally within the organization. Excellent oral communication skills. Ability to routinely use problem-solving skills to meet daily challenges.

4. Proficient in Microsoft Windows application.

5. Must have good customer service attitude

6. Familiarity with Avaya VoIP phone system preferred.

Requisition ID: 2020-14242

Shift: Day/Evening/Weekends

Street: 225 E Chicago Ave