Communication Representative

Banner Health•Lawrenceville, IL

2d•$19 - $28•Onsite

About The Position

The Communication Representative works on a small team supporting a 24/7 operation at Banner North Colorado Medical Center in Greeley, Colorado. This position coordinates and processes codes, emergencies, and responses for several facilities, while providing accurate, professional, confidential, and courteous service to internal and external callers. The role handles a high volume of incoming, outgoing, interdepartmental, and inter-facility calls, along with alphanumeric and overhead paging and after-hours on-call requests. The representative uses an integrated computer/telephone workstation and facility resources to locate information, process calls, contact on-call personnel, and relay time-critical messages. The role also supports emergency communications during equipment or system failures, follows facility-specific procedures, maintains on-call documentation, and identifies opportunities to improve processes and database information. The position is full-time, 40 hours per week, with a varied shift schedule. Listed shift hours are 4:30 p.m. to 1:00 a.m., with rotating work every other weekend. Training and work are at Banner North Colorado Medical Center, 1801 16th St.

Requirements

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

Nice To Haves

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

Responsibilities

Respond to, process, and document code arrests, traumas, fire alarms, emergencies, and disasters according to established procedures; notify appropriate personnel and coordinate communications with facility staff and external constituents.
Use emergency backup equipment and procedures to maintain communications during equipment or system failures, including assisting with emergency communications setup and following downtime procedures.
Process high volumes of incoming, outgoing, and interdepartmental calls, provide information, and respond professionally and confidentially to caller requests.
Use the integrated computer/telephone workstation and available directories, schedules, rosters, databases, and intranet resources to locate information and process calls accurately.
Serve as an answering service for on-call groups and physicians by documenting information, contacting designated on-call personnel, relaying time-critical information, following group-specific instructions, and maintaining accurate logs.
Identify opportunities to improve processes and database information and present findings and recommendations to management.
Work with departments, staff, patients, employees, volunteers, physicians, vendors, and community members to support efficient operations.