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, as well as alphanumeric and overhead paging and after-hours on-call requests. The team supports a 24/7 operation. The position is based at Banner Health Corp Mesa, 525 W Brown Rd, where training also takes place. It is full-time, 40 hours per week, with a 2:30 p.m.–11:00 p.m. shift and rotating weekend and holiday rotations.

Requirements

• High school diploma, GED, or equivalent working knowledge.
• Reading, writing, and math skills.
• Good oral and written communication and listening skills; ability 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.
• Previous experience handling high-volume calls as a switchboard operator, front desk receptionist, or healthcare scheduler is highly preferred but not required.
• Experience working overnight is helpful.
• Additional related education and/or experience is preferred.

Responsibilities

• Respond to, process, and document code arrests, traumas, fire alarms, emergencies, and disasters according to established policies and procedures; notify appropriate personnel and coordinate communications with facility staff and external constituents as needed.
• Use emergency backup equipment and procedures during equipment or system failures, including assisting with emergency communications setup and following downtime procedures.
• Process high volumes of incoming, outgoing, and interdepartmental calls accurately and professionally, providing information and responding to requests confidentially and courteously.
• Use the integrated computer/telephone workstation and available directories, schedules, rosters, patient databases, and other resources to locate information and process calls.
• Serve as an answering service for on-call groups and physicians by documenting information, contacting designated personnel, relaying time-critical messages, 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, and customers across facilities to support efficient operations.

What This Job Offers

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