Telecom Attendant-Part time-Evenings
About The Position
MercyOne is a large not-for-profit, faith-based health care system with over 2,500 colleagues, providing expert health care to eight counties in Northeast Iowa. The system includes three medical centers (Waterloo, Cedar Falls, Oelwein) with 491 licensed beds, each offering 24-hour emergency care, and more than 30 primary care and specialty clinics. The mission of MercyOne is to improve the health of its communities. The Telecom Attendant role involves providing high-level customer service by managing incoming calls, directing them appropriately, taking messages, and responding to emergency situations for MercyOne Northeast Iowa facilities.
Requirements
- Highschool diploma or Equivalent (GED)
Responsibilities
- Receive and answer incoming calls, ascertains caller's needs, transfers calls accordingly and/or takes message for appropriate office or providers
- Provides high-level customer service for MercyOne Northeast Iowa
- Adheres to MercyOne's performance expectations and performs all defined services and other related duties in accordance with the mission, vision and values of MercyOne
- Receives incoming calls for MercyOne Cedar Falls, Oelwein and Waterloo
- Answers calls within three rings
- Always have a smile in your voice to be the first contact for consumer
- Answers all incoming calls, ascertains caller needs and directs accordingly
- Records messages from callers and disseminates information
- Provides customer service
- Answers calls from external and internal customers
- Maintains sensitivity, compassion and empathy to callers’ needs
- Offers alternatives to callers
- Refers callers when appropriate
- Maintains knowledge of all MercyOne Northeast Iowa hospitals and numerous clinics
- Assists offices in handling large volume of calls via answering service
- Collects consumer demographic information to leave message for office and/or provider
- Maintains high level of customer service for all customers, including consumers, families, providers and colleagues
- Communicates with diplomacy and assertiveness
- Ensures adherence to provider's instructions
- Refers consumers seeking medical judgments
- Responds to emergency/stat calls and panic alarms
- Answers calls immediately according to code policy
- Record all information and document all information correctly
- Ensures information is correct
- Announces emergency alarms/stat calls over public address system
- Contact appropriate providers and colleague via pager and/or phone
- Notify police department when needed
Benefits
- competitive compensation
- full benefits package
- opportunity for growth throughout the system
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
251-500 employees
