Informational Specialist - St. Rita's Medical Center

Mercy Health • Lima, OH

16h • Onsite

About The Position

This position responds to inputs from multiple phone sources including but not limited to the 5 major acute hospitals in the Toledo and Lima Markets, Physician hotline phone, Hospice & Cancer Treatment Centers after hours, weekends & Holidays with verbal output, connection to a destination and/or electronic notification with rapid, accurate, and courteous throughput. Also responsible for rapid, accurate, and courteous response to walk up window traffic. In addition, this position monitors incoming phone calls for clinical codes at the four acute Metro-Toledo hospitals, that includes gathering and properly disseminating the vital information to the responding clinical teams. When calling BSMH in the Lima and Toledo Markets this position is the first voice they hear.

Requirements

• High School Diploma or GED (required)

Responsibilities

• Monitoring and answering all incoming telephone calls to the mainlines at the four Metro-Toledo acute hospitals as well as the Lima Market, then appropriately transferring to numbers within and outside of the in-house telephone systems.
• Answering calls in a professional manner identifying self, area and verbally offering assistance in accordance with the standard telephone courtesies
• Monitoring and immediate response to the Clinical Code Phones for the four Metro- Toledo acute hospitals and rapid responses for Lima as well. This includes answering the emergency line and obtaining the information necessary to overhead page, send a Perfect Serve team alert and then verify with house leadership the information was received.
• Immediate response to physicians’ hotline calls facilitating requests in a rapid, accurate and courteous manner. These requests may include but are not limited to transfers, connections to other physicians, or assistance in location of patients in the Medical Center.
• Proper contact of Administrator on-call as requested by House Supervisor, Physicians or other Administrators, as well as sending appropriate texts and alerts regarding regulatory surveyor arrivals.
• Paging of ancillary personnel on-call after hours, weekends & holidays as requested by Physicians or House Supervisor, including but not limited to Echo, Ultrasound, Nuclear Medicine & MRI.
• Answering & timely facilitation of Hospice calls after hours, weekends & Holidays with courtesy and empathy to callers at all times. Precise and timely paging of on-call personnel for caller. Responsible if needed to stay on the line with caller as a comfort measure until nurse is able to call in and resolve the patient/family issues.
• Answering and timely facilitation of Cancer Treatment Center calls after hours, weekends & Holidays with courtesy & respect for callers and families at all times
• Response and transfer of TTY / TDD calls (for deaf callers) to requested areas within the Medical Center. Operator must know proper terminology to communicate with these callers.
• Tracking and assigning the Stratus Video Interpreting systems from their work stations in the call center.
• Assisting customers at the Service Window in a timely manner being courteous, helpful and friendly at all times. This includes processing Hospitality House assignments and related duties.
• Maintain the list of On Call lists for various departments throughout all 5 acute hospitals they service.
• Maintaining confidentiality.
• Be familiar with all resources and services available to callers and offer these resources and services as appropriate.
• Work on the BSMH webpage to search and provide resources to callers is expected to remain current on all groups, services etc. being offered.
• Storing and assigning for use laptops, Breath Call, Soft Touch Call lights, hearing amplifiers and other related communication equipment to associates needing the utilize said equipment.
• Utilize Sharepoint, Electronic Roll-a-dex, the BSMH Hub and other resources to appropriately transfer work-related calls.
• Assisting local campus police dispatch in times of emergency.
• Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.

Benefits

• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
• Medical, dental, vision, prescription coverage, HAS/FSA options, life insurance, mental health resources and discounts
• Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders
• Tuition assistance, professional development and continuing education support

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED