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

Mercy Health BSMH • Bath Township, OH

5d

About The Position

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

The position facilitates physician hotline requests, contacts the on-call administrator and ancillary personnel when requested, and responds to hospice and Cancer Treatment Center calls after hours, on weekends, and holidays. Hospice support may include remaining on the line with callers until a nurse can respond. The specialist also transfers TTY/TDD calls and assists service-window customers, maintaining professional telephone etiquette and clear, empathetic communication.

Requirements

• High school diploma or GED.
• Competence 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, facilitating transfers, connections to other physicians, and assistance locating patients in the Medical Center.
• Contact the Administrator on-call when 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; page the appropriate on-call personnel and, when needed, remain on the line with callers until a nurse can respond to 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, identify self and area, and offer assistance according to standard telephone courtesies.
• Use good listening skills and a friendly tone, speaking slowly and clearly.

Benefits

• Competitive pay, incentives, referral bonuses, and a 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. Benefits may vary based on market and employment status.

What This Job Offers

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