Call Center Associate, Psychiatry Midlands, FT, Days

Prisma Health•Columbia, SC

17h•Onsite

About The Position

This position is cross-trained for all operator positions including Switchboard, Physician Answering Service, and Patient Information. The Call Center Associate will work in any operator area and will move from job to job as needed. Process calls efficiently as the "next call" could be a life-threatening situation which must be handled the same as a "911" dispatcher would respond. As the first impression for many in the community for Prisma Health, the associate will answer all calls with a friendly and professional greeting.

Requirements

High School Diploma or equivalent
No experience required
Knowledgeable of all hospital codes and the proper way to respond to each one (disaster, bomb threats, electrical failure, etc.).
Basic computer skills including word processing and data entry
Knowledge of office equipment (fax/copier)

Responsibilities

Work in any operator area and move from job to job as needed.
Process calls efficiently, recognizing that some calls may be life-threatening.
Answer all calls with a friendly and professional greeting.
Know waiting room telephone extensions and reception area staffing information.
Regularly visit waiting areas to know their location for giving directions and other information.
Be aware of each area's visiting hours.
Be familiar with terms to help locate a patient or their family.
Participate in quality improvement efforts by making suggestions, gathering data, and assisting with surveys and evaluation tools.
Receive calls for physicians when their office lines are forwarded to the answering service.
Provide information to callers and take messages when appropriate, following established protocols.
Assist the Supervisor with updating the database and Startel directory.
Resolve equipment problems (Startel, Hospital Beeper System, MobilCom beeper system, etc.).
Instruct offices on forwarding physician lines and provide/obtain assistance when offices experience difficulty.
Respond to requests from physician offices for statistics and other information.
Provide wake-up calls to physicians.
Screen and transfer calls to the appropriate destination, providing department and telephone extension numbers.
Read all e-mails, memorandums, and newspapers relative to Prisma Health to stay informed of activities and changes.
Answer the Code Stat line and initiate the code stat procedure for calling emergency response personnel.
Complete documentation on activities.
Test systems as required.
Establish relationships with heavy users of services, internal and external.
Provide patient location information to callers, making every effort to provide the most current information.
Screen calls appropriately to ensure correctly directed transfers.
Use confidentiality in all situations as hospital information is confidential.
Contact the Administrative Coordinator or Pastoral Care Department when a death code appears on a name someone is inquiring about.
Perform other duties as assigned.