TELECOMMUNICATIONS REPRESENTATIVE

This position is responsible for making positive first impressions, as they maintain focus on the overall safety of our patients, guests and hospital employees. They work closely with hospital and health system departments, physicians, employees, patients and their family members regarding a variety of hospital and health system services. The employee will be responsible for a customer-friendly approach to the delivery of services using their technical capacities to provide a communication gateway between our patients and the health system.

The position will consistently demonstrate positive interpersonal and interdepartmental relationships and create a positive and professional working environment for new employees. Is responsible for the review and maintenance of ongoing communication tools used by the entire department, while assisting with the training and development of new employees.

Actively promotes a Lean work culture by performing team member duties to encourage consistent use of LEAN principles and processes, including continually seeking work process improvements. Recognizes the necessity of taking ownership of one’s own motivation, morale, performance and professional development. Strives for behavior consistent with being committed to Excela’s missions, vision and values
1. Regular, consistent, on-site, and timely attendance
2. Communication Skills
a. Interacts with individuals using words and language appropriate to their level of understanding.
b. Maintains positive interdepartmental relationships.
c. Demonstrates positive verbal communication skills, including active listening.
d. Prepares electronic documentation that are complete, professional in nature and uses correct grammar, punctuation and format.
3. Customer Service Skills
a. Intercepts internal and external calls with a customer-friendly approach.
b. Maintains a positive attitude with callers, coworkers, health system employees and physicians.
c. Assures that customer needs are met in a timely fashion.
d. Keeps the mission, vision and values of the organization in mind with each patient contact.
4. Emergency Codes
a. Demonstrates knowledge of the Excela Health code processes and other emergency plans using supporting department policies and procedures on the successful initiation of emergency codes.
b. Immediate response to emergent situations while gathering detailed information from physicians and / or clinicians.
c. Efficient and accurate initiation of emergency codes in critical situations using Lynx, overhead paging, and Microsoft Office.
d. Accurately records detailed information about all emergent situations using Mircosoft Office.
5. Call Processing
a. Answers telephone calls promptly, efficiently and courteously using a positive voice image to callers, keeping in mind the tone, inflection, and enunciation to all callers.
b. Foster a “one stop shop” culture by listening to callers intently to determine the nature of the call to see if the call must be transferred or if it can be handled by a Switchboard Operator.
c. Screen calls to ensure authenticity and make sure that any messages are communicated to the correct recipients in a time-efficient manner.
d. Creates and process messages, schedules and logs that legible, accurate and communicated to the other staff members.
6. Patient Transfers
a. Gather and relay confidential patient information from multiple physicians and clinicians.
b. Coordinate physician-to-clinician logistics to organize and supervisor the transfer of patients from various originating points into the health system using Cisco telephony, PerfectServe, Medicall and Microsoft Office.
7. After-Hours Answering Service
a. Provide call processing support to multiple departments and hospital physicians to maintain a pathway for necessary communication between patients and their clinicians after business hours.
b. Collect, communicate and document confidential patient information using PerfectServe, Medicall, Spok, and Microsoft Office.
8. Patient Information
a. Answer queries pertaining to admitted patients by following strict confidentiality protocols using McKesson STAR.
b. Awareness of all hospital campuses to accurately direct visitors to appropriate departments and/or patient rooms.
9. Technical Knowledge
a. Responsible for accurate individual performance outcomes for all applications used in the department, including but not limited to:
1. PerfectServe – physician communication
2. Medicall – information database
3. McKesson STAR – patient information
4. OnBase – data entry
5. Spok – alternate paging services
6. Cisco Jabber – dept to dept communication
7. Lynx – emergency notification system
8. Microsoft Windows – PC Operating system
9. Microsoft Office – Excel, Word, Powerpoint, Access, Outlook
10. Internet Explorer – internet provider
11. PA system – overhead paging
12. API – time and attendance
13. Ultipro – benefits, compensation, performance management
b. Operational knowledge of hardware used to support department operations, including by not limited to:
1. Cisco telephony – phones, conference calls
2. Emergency panels – alarms, emergency codes
3. Simplex – LH fire system
4. Wireless devices – cell phones, one-way pagers
“Ability to perform the Essential Functions listed on the Physical Conditions and ability to peform the Essential Functions on the Working Condition chart (see attached chart).”
1. Using OnBase, completes prompt, accurate and efficient data entry to support various department initiatives.
2. Pager Maintenance
a. Manage the issuance of pagers and assist employees with user guidelines.
b. Maintain central database of all paging devices using Microsoft Office.
c. Contact vendor for device exchanges and various troubleshooting needs.
3. Review and revise necessary emergency code contact information on an as needed basis.
4. Responsible for the day-to-day training of new employees and escalate training concerns to management.
a. Creates a professional working environment for new employees so that effective training and development can be fostered.
b. Ensure new employees are directing callers professionally, correctly, promptly and courteously.
c. Consistently review individual emergency code processes with new employees and conduct mock code situations to ensure that employees are prepared to work alone.
d. Assess and verify call accuracy for new employees to include scripting and call connections
e. Consistently review patient transfer process with new employees and conduct mock scenarios as part of the learning process.
f. Ensure new employees are mindful of physician protocols and can accurately process calls.
g. Review patient privacy codes with new employees and audit processing of patient information calls to ensure patient confidentiality.
h. Review new employee long information for all applications to ensure successful access.
5. Call Log Maintenance
a. Daily review of all call logs to ensure complete and accurate information.
b. Monthly creation of new call logs to replace previous month’s tracking sheet.
• Previous customer service
• Previous telephone experience