Telecommunications Representative - Access Center

AtlantiCare•Egg Harbor Township, NJ

9h•Onsite

About The Position

The Telecommunications Representative processes incoming and outgoing calls for AtlantiCare Regional Medical Center Campuses and directs callers for other AtlantiCare entities. This position provides prompt and courteous service while adhering to company/department procedures. The Telecommunications Representative is responsible for initiating all codes, traumas, and announcing emergencies such as MET calls and notifying the Stroke team. In addition, they are responsible for monitoring several alarm systems for the Mainland Campus, including the fire panel, medical gas alarms, panic alarms, and the Chempack alarm. They are required to notify and report to the proper people/authorities and log information in the Code Book. The staff is also responsible for maintaining an on-call schedule book for various ARMC departments and calling in staff when requested. The staff assists patients with their needs, instructs and explains the patient phone activation process, and assists all customers requiring personal assistance with the patient phone activation system (UTC) or dialing calls for them. This position supports organizational goals by providing quality customer service, participating in performance improvement efforts, and demonstrating a commitment to teamwork and cooperation.

Requirements

High School diploma or equivalent required.
Prior experience preferred, but not required.
Some knowledge of computers is helpful, basic knowledge of the keyboard.
Must have pleasant speaking voice and be able to work under busy conditions.

Responsibilities

Processes incoming and outgoing calls for AtlantiCare Regional Medical Center Campuses and directs callers for other AtlantiCare entities.
Initiates all codes, traumas, and announces emergencies such as MET calls.
Notifies the Stroke team.
Monitors alarm systems including the fire panel, medical gas alarms, panic alarms, and the Chempack alarm.
Notifies and reports to proper people/authorities and logs information in the Code Book.
Maintains an on-call schedule book for various ARMC departments.
Calls in staff when requested by the appropriate person.
Assists patients with their needs.
Instructs and explains the patient phone activation process.
Assists customers with the patient phone activation system (UTC) or dialing calls for them.
Answers console promptly in accordance with departmental standards.
Identifies themselves when answering the console by saying their name.
Maintains a courteous and professional manner at all times.
Keeps the caller informed of actions when not connected immediately.
Assists all callers needing help in making calls.
Instructs patients on how to activate their phone and the procedure for making calls.
Instructs users on basic phone features.
Answers emergency phone immediately.
Pages event overhead and/or activates pagers before taking another call on console.
Logs event in code book.
Performs daily test of trauma pagers.
Prints patient census from STAR.
Writes daily residents on appropriate marker board.
Records TV/telephone repairs in the appropriate repair log.
Follows correct procedure when calling in on-call personnel.
Records all changes to the department on-call schedules correctly.
Keeps work area and equipment clean.
Records refrigerator temperature.
Tests emergency phones.
Checks alarm panels.
Prepares daily on-call schedule.
Prepares meeting schedule.
Reviews notes on marker boards and removes old information; cleans weekly.
Demonstrates the ability to be punctual and ready to work at designated time at start of shift and return from breaks.
Adheres to the organizations attendance policy.
Continuously follows appropriate procedures for lunch period, breaks and no smoking policy.
Consistently uses own initiative to keep work area and equipment clean and neat.
Consistently cooperates with manager and adjusts schedule to help with staff shortages.
Attends mandatory in-service programs and staff meetings.
Consistently strives to be a productive member of the institution and always puts time to good use.
Consistently maintains a clean, well-groomed appearance and follows department policy.
Continuously displays a courteous, helpful and professional attitude.
Provides accurate information in a concise, timely informative manner.
Places particular emphasis on patient confidentiality.
Continuously uses discretion in discussing patient/hospital or department matters.
Refrains from gossip.
Performs other duties as assigned.