Telecom Operator

Mercy Cedar Rapids•Baltimore, MD

12d•Onsite

About The Position

This position supports Mercy's philosophy of patient-centered care by being an advocate on the phone and the first impression for Mercy Medical Center. The role involves answering calls with a friendly, pleasant, and calm voice, asking clear and concise questions, providing sufficient answers, and transferring calls to appropriate patient rooms, hospital departments, and staff. The operator will announce emergency codes via the hospital intercom with an immediate response and calm voice, providing direction to hospital staff, security, and other emergency services. The team works closely with Mercy Medical Center’s volunteer staff by directing volunteers to assist patients, families, and visitors to requested departments.

Requirements

Has a basic knowledge of how to work with multi-line phones and multiple computer software.
Is a customer service professional with a courteous and concise speaking voice who can carry on a conversation, with customers, to obtain positive outcomes from their requests.
Previous customer service knowledge, multiple phone line knowledge preferred.
Basic computer skills required.
High School Diploma or Equivalent Required

Nice To Haves

multiple phone line knowledge preferred

Responsibilities

Serves as the primary contact for inbound phone calls to Mercy Medical Center.
Properly manages calls by prioritizing, screening, paging, and redirecting inbound calls to appropriate locations.
Serves as the primary contact for internal emergency incidents by way of answering emergency phone lines and announcing emergency code messages in a clear, calm and concise manner.
Serves as the primary contact for Mercy Answering Service as it pertains to triaging inbound patient calls which an on-call medical representative may be necessary.
Understands and provides effective communication with providers, department managers, and medical staff.
Monitors and triages medical alarm notifications.
Works in conjunction with Mercy’s Security and Emergency Management departments in order to effectively monitor radio communication, security cameras, security notifications, and initiating emergency communication when necessary.
Follows departments documented communication expectations with regards to the team.
Utilizes provided Information Technology tools in order to ensure efficient call center support.
Aids various internal departments when additional help is needed.
Maintains accurate documentation as it relates to Telecom protocols and procedures.
Provides hospital and/or patient information for inbound calls while adhering to Health Insurance Portability and Accountability Act (HIPAA).
Follows Mercy's safety guidelines, carries out job-specific safety duties and responsibilities, and promptly reports any unsafe conditions, situations, incidents and injuries.