Communications Rep - Per Diem

Yale New Haven Health•Westerly, RI

About The Position

The Communications Rep responds to telephone calls in a timely, professional, and courteous manner while maintaining patient confidentiality and providing a high level of customer service. The role provides information as needed and assists front desk personnel or visitors when they are absent. It maintains on-call schedules to facilitate contacting departments after hours and provides switchboard coverage as needed. The position requires knowledge of telephone and communications equipment, hospital alarm and emergency systems and procedures, and personal computer applications. Employees are expected to follow the organization’s Standards of Behavior.

Requirements

High school diploma or equivalent.
Knowledge of telephone functionality, voicemail, two-way radios, beepers, paging, security, fire, monitoring, emergency and alarm systems and procedures.
Knowledge of personal computers and relevant hospital software.
Ability to respond to calls and requests professionally and courteously while maintaining patient confidentiality.
Ability to communicate effectively, resolve customer issues, multitask, collaborate, and remain composed during stressful situations.

Nice To Haves

Prior switchboard experience.
Prior personal computer experience.

Responsibilities

Listen to, investigate, and resolve customer issues in a timely manner while striving to exceed expectations.
Communicate information using written, verbal, presentation, and listening skills and tools.
Monitor and improve Communications department customer satisfaction; respond to user questions and concerns in a customer-service-oriented manner.
Serve as a liaison for the Communications department and communicate critical needs to department leadership promptly.
Provide support during planned and unplanned system and application downtimes; communicate changes to coworkers that may affect support; provide coverage when needed.
Maintain Medical Staff and Westerly Hospital Staff phone directories, on-call schedules, and security keys.
Participate in department coverage planning and maintain a clean and orderly work area and common space.
Ensure physicians sign death certificates and notify the appropriate funeral home.
Coordinate hospital helicopter landings with the maintenance department, local fire department, ambulance, and Adult Day Care as applicable.
Verify insurance eligibility and benefits online using NEHEN and other internet insurance websites.
Demonstrate knowledge of the PBX switchboard, telephone functionality, voicemail, two-way radios, beepers, paging, security, fire, monitoring, emergency and alarm systems and procedures, hospital and department policies, and relevant computer and hospital software.
Educate end users about telephone, voicemail, and pager equipment; use email to provide information to coworkers and management; document and maintain new procedures as identified by management.
Maintain confidentiality of hospital and patient information.
Answer calls and respond to requests promptly and courteously, using computer systems and documentation as needed; direct calls to the appropriate nursing floor, department, patient, or individual; contact on-call personnel when needed.
Evaluate whether current work assignments meet organizational needs and recommend changes to department management.
Monitor and verify telephone trunk lines, voicemail, two-way radios, and beepers; contact vendors about service issues and notify appropriate hospital personnel.
Monitor and respond immediately to hospital alarms according to documented procedures; notify appropriate personnel and departments about equipment malfunctions or unsafe conditions.
Collaborate with colleagues, maintain courteous and professional relationships, share knowledge, and remain composed during stressful situations.
Assist front desk personnel and direct patients, families, and visitors to appropriate departments or individuals.
Attend hospital and department meetings, communicate knowledge and issues, and document minutes when assigned.
Accept accountability for individual duties, department functions, and hospital-wide initiatives; multitask and accommodate workload fluctuations; perform other duties as assigned.