Call Center Associate, Psychiatry Midlands, FT, Days

Prisma Health•Richland, WA

2d•Onsite

About The Position

This position is cross-trained for all operator positions; 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 is to 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

Knows waiting room telephone extension in order to transfer calls as needed and information on when the reception areas are staffed, etc.
Regularly visits the waiting areas in order to know their location for giving out directions and other information.
Must be aware of each areas visiting hours.
Is familiar with terms that will help locate a patient or their family as many callers don't know the proper term to ask for. Example would be inpatient/outpatient surgery, clinic, etc.
Participates in all quality improvement efforts by making suggestions for improving service, assist gathering data and with surveys and other evaluation tools.
Receives calls for physicians when their offices lines are forwarded to the answering services.
Provides information to callers.
Takes messages when appropriate and follows established protocols.
Assists the Supervisor with updating data base and Startel directory as needed with changes.
Resolves equipment problems (Startel, Hospital Beeper System, MobilCom beeper system, etc.).
Instructs office in forwarding of physician lines.
Provides/obtains assistance when an office experiences difficulty in forwarding.
Possesses the knowledge to respond to requests from physician offices for prints of statistic and other information.
Provides wake-up calls to physician.
Listens to callers and screens calls/transfers calls to the appropriate destination and provides department and telephone extension number to caller for future use.
Reads all e-mails, memorandums, newspaper, etc. relative to Prisma Health in order to be knowledgeable of Prisma Heath activities and changes for sharing with callers.
Answers Code Stat line and initiates the code stat procedure for calling emergency response personnel to needed area.
Completes documentation on activities.
Test systems, as required.
Establishes relationship with heavy users of services; internal and external.
Provides patient location information to callers.
Make every effort to provide the most current information.
Screens calls appropriately to assure correctly directed transfers.
Uses confidentiality in all situations as hospital information is confidential.
Contacts Administrative Coordinator or Pastoral Care Department when a death code appears on a name someone is inquiring about.
Performs other duties as assigned.