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

Mercy Health•Lima, OH

2d•Onsite

About The Position

This position is responsible for responding to various phone sources, including switchboard traffic, physician hotlines, hospice, and cancer treatment centers, as well as handling after-hours, weekend, and holiday calls. The role requires rapid, accurate, and courteous verbal output, connection to destinations, and electronic notifications. Additionally, the specialist will provide prompt and polite assistance to walk-up customers at the service window.

Requirements

High school diploma or general education degree (GED)
Competent in Excel, Word, as well as AS400.
Successful completion of switchboard training.
Successful completion of competency testing post training.
1-3 years experience.
Proficient in good listening skills.
Friendly tone of voice while speaking slowly and clearly.
Must know proper terminology to communicate with TTY / TDD callers.

Responsibilities

Respond to inputs from multiple phone sources including but not limited to switchboard traffic, physician hotline phone, hospice and cancer treatment centers, after hours, weekends and holidays with verbal output, connection to a destination and/or electronic notification with rapid, accurate , and courteous throughput.
Respond to walk up window traffic rapidly, accurately, and courteously.
Immediately respond to physicians hotline calls facilitating requests in a rapid, accurate and courteous manner, including transfers, connections to other physicians, or assistance in location of patients in the Medical Center.
Properly contact Administrator on-call as requested by House Supervisor, Physicians or other Administrators.
Page ancillary personnel on-call after hours, weekends & holidays as requested by Physicians or House.
Answer & timely facilitate Hospice calls after hours, weekends & Holidays with courtesy and empathy to callers at all times, including precise and timely paging of on-call personnel.
Stay on the line with caller as a comfort measure until nurse is able to call in and resolve the patient/family issues, if needed for Hospice calls.
Answer and timely facilitate Cancer Treatment Center calls after hours, weekends & Holidays with courtesy & respect for callers and families at all times.
Respond to and transfer TTY / TDD calls (for deaf callers) to requested area's within the Medical Center, knowing proper terminology to communicate with these callers.
Assist customers at the Service Window in a timely manner being courteous, helpful and friendly at all times.
Answer calls in a professional manner identifying self, area and verbally offering assistance in accordance with the standard telephone courtesies.