Communication Representative

This position coordinates and processes all codes, emergencies and responses for several facilities. Provides quality customer service and accurate information to internal and external customers by efficiently processing and responding to all incoming, outgoing, interdepartmental & inter-facility calls as well as alphanumeric paging, overhead paging and after hours on call requests for several departments within the same facilities.

Responsibilities

Respond to, process and document code arrests, traumas, fire alarms, emergencies and disasters following established policies and procedures; Understand and utilize emergency backup equipment and procedures to maintain facility communications; Accurately and efficiently process a high volume of incoming, outgoing and interdepartmental calls; Use the integrated computer/telephone (CTI) workstation to access information and process calls; Function as an answering service for on-call groups/physicians by documenting information and contacting on-call personnel; Identify opportunities to improve processes and enhance database information and present recommendations to management; Work closely with all departments, staff and customers to ensure efficient operations

Requirements

High school diploma/GED or equivalent working knowledge; Reading, writing and math skills; Good oral and written communication, as well as listening skills; Basic computer skills, including familiarity with computer keyboards; Ability to effectively prioritize and make sound decisions following established department policies, procedures and standards; Ability to multi-task in a fast paced environment with frequent interruptions; Ability to learn and apply department procedures to react quickly to emergency situations and process calls within defined standards; Ability to work cohesively in a team environment

Nice to have

Previous experience handling high volume calls as a Switchboard Operator, Front Desk Receptionist or Scheduler in healthcare; Experience in customer service, in person or over the phone; Experience working overnights; Previous telephone/customer service experience; Additional related education and/or experience