Communications Representative - Switchboard - Emergency Relief

Frederick Health•Frederick, MD

22h•$18 - $21•Onsite

About The Position

This position is responsible for the day-to-day administration of incoming and outgoing communications as a PBX hospital operator, including associated radio and paging networks. The role involves monitoring automated alarm systems, initiating emergency notifications, and maintaining departmental administrative records. Additionally, the Communications Representative provides general assistance with hospital-wide communications and is responsible for incorporating the Frederick Health (FH) mission, vision, core values, and customer service philosophy into their job performance, adhering to the FH Compliance Program, regulatory requirements, and FH Standards of Behavior.

Requirements

High School diploma or GED required.
A minimum of one (1) year experience in the operations of multi-line telephone systems and associated communications equipment.
Must possess a high degree of diplomacy when interacting with patients, visitors, staff, physicians, and co-workers.
Excellent verbal and oral communications skills in order to effectively interact with callers/customers of the hospital, as well as hospital staff and physicians. Must speak with a clear articulate voice.
Attention to detail, with the ability to produce accurate work, oral as well as written.
Ability to prioritize as well as remain calm in stressful situations during frequent interruptions.
Familiar with various computer software, and possess proficient keyboard skills.
Must be able to type 25 words per minute.

Nice To Haves

Prefer high-volume call center experience.

Responsibilities

Answers and directs incoming and outgoing telephone traffic.
Operates the overhead paging system and other paging methods (Wireless Paging System, Alpha Mate, console paging) clearly and calmly, adhering to protocols for physician and staff preferences.
Responds promptly and professionally to situations, notifying appropriate personnel, departments, and off-campus agencies via paging, radio, and telephone systems according to procedures and policy, and completing necessary documentation.
Determines the location of alarms and dispatches the appropriate response team, prioritizing responses to alarms and phone calls.
Provides central radio dispatch control for the hospital security department and maintains radio contact with various departments during routine and emergency situations.
Relays radio messages and related information to security officers accurately and timely.
Contacts and relays information to law enforcement and other public agencies as situations warrant.
Adheres to published protocols when contacting on-call staff for ancillary departments and maintains accurate records.
Provides patient room and telephone number information according to policy and assists staff with calling information requests.
Uses sound judgment when responding to patient information requests.
Answers callers with the proper greeting and identifies the operator by first name.
Helps to control access to patients who are “Do Not Disturb” or “Confidential”.
Assists patients with 2nd party billing services for long-distance calls generated in patient rooms.
Aids with information on deceased patients and notifies security of funeral home acquisition of patients.
Directs security officers when replacing defective patient telephone sets or TDY phones.
Initiates and utilizes proper pre-established back-up systems without direction.
Obtains, records, and reports trouble information according to established procedures.
Documents all occurrences during system malfunctions.
Obtains and maintains on-call schedules for physician groups and ancillary departments.
Maintains a high level of confidentiality when discussing patient and hospital-related information.
Assists all callers with their inquiries while maintaining patient confidentiality.