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 by processing incoming, outgoing, interdepartmental, and inter-facility calls, alphanumeric and overhead paging, and after-hours on-call requests. The position uses computer-based procedures and resources to respond to callers, coordinate communications with facility staff and external constituents, and maintain accurate documentation. The team operates 24/7, and this role is full-time, 40 hours per week, with a 9:30 a.m.–6:00 p.m. shift and rotating work every other weekend. Work and training are at Banner Health Corp Mesa, 525 W Brown Rd, Mesa, Arizona.

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 established 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 as a switchboard operator, front desk receptionist, or healthcare 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, fire jurisdictions, alarm monitoring companies, and other external constituents.
• Understand and use emergency backup equipment and procedures during equipment or system failures, including supporting communications setup and department evacuation or relocation procedures; process communications using downtime procedures and equipment.
• Process high volumes of incoming, outgoing, and interdepartmental calls professionally, confidentially, and courteously, following facility-specific guidelines.
• 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 caller information, contacting on-call personnel, relaying time-critical information, following group-specific instructions, resolving difficulties reaching staff, 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
• Career Level: Entry Level
• Education Level: High school or GED