Communication Representative

Banner Health • Mesa, AZ

1d • Onsite

About The Position

The Communication Representative coordinates and processes codes, emergencies, and responses for several facilities. The role provides quality customer service and accurate information to internal and external customers by processing incoming, outgoing, interdepartmental, and inter-facility calls, alphanumeric and overhead paging, and after-hours on-call requests. The communications team supports a 24/7 operation, and this position handles calls from patients, families, vendors, and internal teams.

Requirements

• High school diploma, GED, or equivalent working knowledge.
• Reading, writing, and math skills.
• Good oral and written communication and listening skills, including the ability to interact pleasantly and calmly with callers.
• Basic computer skills, including familiarity with computer keyboards.
• Ability to prioritize and make sound decisions in accordance with established policies, procedures, and standards.
• Ability to multitask in a fast-paced environment with frequent interruptions.
• Ability to learn and apply department procedures and respond quickly to emergencies while processing calls within defined standards.
• Ability to work cohesively in a team environment.

Nice To Haves

• Previous telephone or customer service experience is highly desirable.
• Previous experience handling high-volume calls as a switchboard operator, front desk receptionist, or healthcare scheduler is highly preferred but not required.
• Experience working overnights is helpful.
• Additional related education and/or experience.

Responsibilities

• Respond to, process, and document code arrests, traumas, fire alarms, emergencies, and disasters according to established procedures; notify appropriate personnel and coordinate with facility staff and external constituents.
• Use emergency backup equipment and procedures to maintain communications during equipment or system failures, including setting up emergency communications and using downtime procedures.
• Process high volumes of incoming, outgoing, and interdepartmental calls professionally, confidentially, and courteously, following facility guidelines.
• Use the integrated computer/telephone workstation and available directories, schedules, rosters, patient databases, and other resources to locate information and process calls accurately.
• Provide answering-service support for on-call groups and physicians by collecting and documenting information, contacting on-call personnel, and relaying time-critical messages.
• Identify opportunities to improve processes and database information and present findings and recommendations to management.
• Work with departments, staff, and customers across several facilities to support efficient operations.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED