Informational Specialist – Telecommunications – St. Rita's Medical Center

Bon Secours Mercy Health • Lima, OH

6d

About The Position

The Informational Specialist responds to calls from multiple phone sources, including switchboard traffic, physician hotlines, hospice and cancer treatment centers, and after-hours, weekend, and holiday calls. The role provides rapid, accurate, and courteous responses through verbal assistance, call connections, and/or electronic notifications. The specialist also responds to walk-up traffic at the service window.

The position requires professional telephone etiquette, strong listening skills, and a friendly tone while speaking slowly and clearly. It includes handling sensitive calls with courtesy, empathy, and respect, including remaining on the line with callers when needed until a nurse can assist.

Requirements

• High school diploma or general education degree (GED).
• Competency in Excel, Word, and AS400.
• Successful completion of switchboard training and post-training competency testing.
• 1–3 years of experience.
• Good listening skills and the ability to speak clearly and slowly in a friendly tone.

Responsibilities

• Respond promptly and courteously to physician hotline calls, including requests for transfers, physician connections, or help locating patients in the Medical Center.
• Contact the Administrator on-call as requested by the House Supervisor, physicians, or other administrators.
• Page ancillary personnel who are on-call after hours, on weekends, and on holidays as requested by physicians or the House Supervisor.
• Answer and facilitate hospice calls after hours, on weekends, and on holidays with courtesy and empathy; page on-call personnel promptly and remain on the line with callers when needed until a nurse can address patient or family concerns.
• Answer and facilitate Cancer Treatment Center calls after hours, on weekends, and on holidays with courtesy and respect for callers and families.
• Respond to and transfer TTY/TDD calls to requested areas within the Medical Center, using appropriate terminology.
• Assist customers at the service window in a timely, courteous, helpful, and friendly manner.
• Answer calls professionally by identifying oneself and the area and offering assistance in accordance with standard telephone courtesies.

Benefits

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

What This Job Offers

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