Telephone Services Operator PRN

Job Description

Operates and answers the hospital main switchboards to receive and relay incoming calls. Pages hospital staff, monitors/announces emergency alarms/codes, maintains logs and responds to patient and general information questions.

Demonstrate respect, dignity, kindness and empathy in each encounter with all patients, families, visitors and other employees regardless of cultural background.

Job Duties

Provide General or Patient Information for Inbound Callers: Answers inbound calls, listens and assists callers to identify needs, and then routes call appropriately. Responds to patient and general information according to HIPPA regulations. Provides excellent customer service to in-bound callers.

• Uses the UA5200 software or EPIC software to lookup patient and department phone numbers

• Uses the St. Elizabeth website to look up doctor’s office information

Emergency Notification for the Hospital

• Monitors the Simplex and Honeywell Emergency Alarm Systems for alarms at Edgewood, Grant County, Florence, and Fort Thomas.

o Fire Alarm System

o Code Blue Buttons from Inpatient Rooms

o Blood Bank Temp Monitoring

• Performs computer system reboot if the Simplex/Honeywell system becomes inoperable

• Works with Plant Engineering & Security during Fire Alarm and Code Blue testing, to make appropriate announcements and notifications to the hospital

• Answers the Emergency Line (2-2222) for all St. Elizabeth Hospitals for all codes

• Reads, understands, and follows appropriate procedures for hospital notification of emergency codes using the Vocera notification system, American Messaging paging, overhead paging, and/or One Call Now.

• Documents all emergency notifications and information pertaining to the Simplex/Honeywell systems in an Access Documentation Database.

Uses on-call calendars to contact individuals from key departments for after-hours needs. Documents after hours calls in the Access Documentation Database.

Coordinates American Messaging Pager needs such as: ordering, set-up, replacement, and returning pagers that the hospital uses for communication.

Sets up emergent conference calls for hospital departments using Microsoft Outlook as necessary.

Qualifications

Education, Credentials, Licenses:

High School Graduate

Specialized Knowledge:

• Computer Proficiency: Microsoft Office Products, Typing, Internet

• Ability to Read, understand, and follow emergency procedures

• Customer Service Experience

• Communication Skills

Kind and Length of Experience:

One year experience in a customer service setting including Call Center responsibilities.