Communications Ctr Coord II

Responsibilities

Receives telephone calls and processes pages for physician and hospital staff members; Handles and makes emergency and informational overhead announcements; Receives telephone calls and processes patient information and clinical directory assistance; Participates in weekend on-call responsibilities to ensure coverage of all weekend shifts; Handles emergency alarms and codes for critical patient care issues; Makes emergency pages via pager groups and overhead announcements; Acts as after-hours answering service as contracted; Troubleshoots and programs pager accounts and group pager listings; Handles incoming patient information requests; Answers, triages, and routes phone calls related to paging requests and patient information; Monitors emergency STAT line and reacts immediately to incoming alarms; Guides callers to provide detailed information for emergency and its location; Navigates difficult requests for patients with restricted visitor access; Informs callers of SMH policy; Handles sensitive patient information in accordance with HIPAA standards; De-escalates situations involving dissatisfied customers; Monitors nurse call panel; Assists in training new Communications Center staff; Performs disaster and emergency procedures; Other duties as assigned

Requirements

High School Diploma; Ability to work as a team; Proficiency with Microsoft Office computer skills; Strong communications, listening and customer service skills; Ability to handle a large volume of calls and work under pressure; Excellent interpersonal skills; Ability to expedite incoming calls to adhere to department phone statistical expectations

Nice to have

Communications or Business degree (preferred); 2-5 years hospital and/or call center and/or customer service experience or equivalent combination of education and experience (preferred)