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

Mercy Health • Lima, OH

7d

About The Position

The Informational Specialist responds to calls from multiple sources, including switchboard traffic, physician hotlines, hospice and cancer treatment centers, and after-hours calls, weekends, and holidays. The role provides rapid, accurate, and courteous verbal responses, call connections, and electronic notifications. It also serves people arriving at the Service Window.

The position handles physician hotline requests, contacts on-call administrators and ancillary personnel when requested, and facilitates hospice and cancer treatment center calls after hours, weekends, and holidays. Hospice calls may require remaining on the line with a caller until a nurse can respond. The specialist also transfers TTY/TDD calls to the requested Medical Center area, assists Service Window customers, and answers calls professionally using clear, courteous communication.

Requirements

• High school diploma or 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 slowly and clearly with a friendly tone.

Responsibilities

• Respond promptly, accurately, and courteously to physician hotline calls, including requests for transfers, connections to other physicians, 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 when requested by physicians or the House Supervisor.
• Answer and facilitate hospice calls after hours, on weekends, and on holidays with courtesy and empathy; page the appropriate on-call personnel and, if needed, remain on the line with the caller until a nurse can respond.
• 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 the requested Medical Center areas using appropriate terminology.
• Assist customers at the Service Window in a timely, courteous, helpful, and friendly manner.
• Answer calls professionally by identifying self and area and offering assistance in accordance with standard telephone courtesies.
• Use good listening skills and speak clearly, slowly, and in a friendly tone.

Benefits

• Competitive pay, incentives, referral bonuses, and 403(b) with employer contributions when eligible.
• Medical, dental, vision, 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