Communications Representative - Switchboard - Full-time

Frederick Health

1d•Onsite

About The Position

This full-time position, working 80 hours bi-weekly, 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. The Communications Representative provides general assistance with hospital-wide communications and is expected to support Frederick Health's mission, vision, core values, and customer service philosophy, while adhering to the FH Compliance Program and Standards of Behavior.

Requirements

Must possess 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.
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.

Nice To Haves

Prefer high-volume call center experience.

Responsibilities

Answers and directs incoming and outgoing telephone traffic.
Answers multiple calls in a swift, accurate manner, including private physician’s phone, and nursing paging line.
Answers and processes calls with a clear, understandable voice and pleasant manner.
Operates the overhead paging system in a clear, calm manner.
Operates the Wireless Paging System, Alpha Mate, and console paging.
Adheres to protocols of various physician and staff preferences in paging.
Responds promptly in a calm professional manner.
Notifies appropriate personnel, departments, and off campus agencies via paging, radio and telephone systems according to operational procedures and department policy.
Completes necessary notification records and documents response.
Promptly determines the location of various alarms and dispatches the appropriate response team.
Prioritizes response to various alarms and phone calls.
Provides central radio dispatch control for hospital security department.
Maintains radio contact by changing frequencies with Plant Operations, Environmental Services, Couriers, and Home Medical Equipment during routine and emergency situations.
Relays radio messages and related information to security officers in an accurate, timely and professional manner.
Contacts and accurately relays information to law enforcement as well as other public agencies as situation warrant.
Adheres to published protocols when contacting on call staff for ancillary departments.
Provides patient room and telephone number according to established policy.
Provides calling information to staff requests.
Uses sound judgment when responding to patient information requests.
Answers each caller with the proper greeting, and always identifying 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 patient.
Directs security officers when replacing defective patient telephone sets or TDY phones when notified by nursing.
Initiates and utilizes proper pre-established back-up system 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 still maintaining Patient Confidentiality.