Communications Representative Lead

Trinity Health•Des Moines, IA

4d•Onsite

About The Position

Operates telecommunication terminal and provides information as requested. It is the obligation of each employee of Mercy Medical Center to abide by and promote the mission and core values of the Spirit of Mercy. It is the obligation of each employee of Mercy Medical Center to comply with Mercy’s mission, values, standards of conduct, policies, procedures and related practices (e.g. Dress Code, Time and Attendance, and other policies). This role has High Security Access, meaning the incumbent has access to restricted or confidential patient information and must comply with the terms of the Mercy Medical Center Security Policies as it applies to their job role.

Requirements

High school diploma or GED required.
Previous experience with the public via phone or in person.
Must have basic math skills including calculating and monetary exchanges.
Ability to maintain both a high standard of courtesy and cooperation in dealing with co-workers, patients and visitors and satisfactory job performance despite the stress of a hospital work environment.
Adaptability to making generalizations, evaluations, or decisions based on sensory or judgmental criteria.
Adaptability to dealing with people beyond giving and receiving instructions.
Adaptability to performing under stress when confronted with emergency, critical, unusual, or dangerous situations; or situations in which working speed and sustained attention are make-or-break aspects of the job.
Adaptability to performing a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.

Responsibilities

Lead shift and ensure schedules are created in a timely manner
Work with leadership and external stakeholders on issues pertaining to the switchboard and access controls.
Ensures new hires are trained and ready to work each shift independently.
Answers calls quickly and efficiently and routes to appropriate area.
Pages over public address system: codes, hospital personnel, physicians and announcements.
Directs patients and visitors to proper areas.
Provides proper patient information, while retaining confidentiality.
Implements emergency procedures for hospital.
Helps out in Mail Services and when staffing is short.
Nights –Verify patient discharge for Mail Services.
Assigned Communication Rep is trained for complete Mail Services back-up.