Overview
Under general supervision, answer all incoming calls; connect all incoming and outgoing calls; page physicians; obtain long distance information and place calls for physicians, personnel and families; provide patient information. Receive class registration & physician referral calls. May serve as Dispatcher for Safety and Security, Maintenance Departments, and other offsite locations.
Responsibilities
• Serves as the communication center by processing incoming, outgoing and inter-department telephone, by answering the phone line within 3 rings in a courteous manner consistent with the Mission and Values of Mercy.
• Dispatches respective requests, in order of priority, immediately upon receipt of the request and enters the request into the applicable reporting system
• Provides assistance to physicians, patients, family members, Mercy staff and the general public through the correct, expedient, and courteous transferring of calls, overhead paging, or pager communications
• Provides patient location information as well as answers specific hospital inquires and locating resources for additional information.
• Uses proper techniques to identify customer’s requests and direct customers to the appropriate locations.
• May provide Answering Service for after-hours Mercy Clinic calls and independent clients.
• Activates and properly executes all Codes and Emergency Notifications by overhead page and notification system as applicable. Follows Code procedures precisely to ensure immediate notification of Mercy co-workers.
• Contacts emergency medical teams for emergency procedures, according to department protocols and other services requested. May contact on-call staff to perform emergency procedures according to each department’s protocols and on-call schedules.
• May monitor the Fire Panel, Medical Gas Alarm, Security systems, Hugs/Peds Alarms, Panic Alarms, Tube system, weather band/inclement weather, depending on system location, and respond according to procedure.
• May communicate through radio transmission, and does so in a courteous and efficient manner.
• Communicates with local Fire Department, Police Department, EMT and Tech Electronics upon request, in emergency situations and during drills
• May assist with end-of-life notification, as appliable.
• May document in electronic medical record patient transport equipment needs
• Assists in maintaining and updating on-call schedules with support from clinics and departments. Utilize appropriate system for departments to document and share their on-call schedules.
• Proficient in documentation, assuring all call, alert, code and event information is documented properly in the operator console system.
• May help track and log patient valuables.
• May send out meeting reminders for hospital counsels and committees.
• Effectively communicate technological issues with MTS services.
• Informs the oncoming Operator/Dispatcher of pending requests and anything needing immediate or long-term attention
• Notifies leadership of issues that arise as soon as possible and may assist in the problem-solving process. Performs initial troubleshooting efforts to operator console, phone system and paging system when not working properly.
• Acknowledges and maintains the right to privacy and confidentiality.
• Works well with others and promotes team building.
• Adapts well to change and challenges.
Performs additional duties as assigned.
Qualifications
Education: High school diploma or equivalent.
Licensure: None.
Experience: Telephone or customer service experience beneficial.
Certifications: None.
Other:
o Basic computer and keyboarding skills
o Must be able to navigate multiple computer software systems simultaneously
o Ability to communicate clearly in English both orally and written
o Knowledge of Microsoft Office
From day one, Mercy offers outstanding benefits - including medical, dental, and vision coverage, paid time off, tuition support, and matched retirement plans for team members working 32+ hours per pay period.
Join a caring, collaborative team where your voice matters. At Mercy, you'll help shape the future of healthcare through innovation, technology, and compassion. As we grow, you'll grow with us.
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