What are the responsibilities and job description for the Telephone Service Rep position at MedStar Health?
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Job Summary
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Assists visitors and callers giving correct information and providing telephone communication service with regard to the hospital and its patients. Serves customers efficiently and follows customer service guidelines and principles.
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Minimum Qualifications
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Education/Training
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High school graduation or equivalent, or an equivalent combination of education and experience.
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Experience
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3 months switchboard and receptionist experience.
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License/Certification/Registration
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No special certification, registration or license required.
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Knowledge, Skills & Abilities
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Excellent customer service skills. Typing skills. Ability to work independently. Verbal and written communication skills. Basic computer skills preferred.
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Primary Duties and Responsibilities
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Answers queries and inquiries and processes and directs incoming and outgoing calls.
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Assists the staff, clergy, trades people, etc., including emergency calls.
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Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards and safety standards. Complies with governmental and accreditation regulations.
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Directs all visitors, callers, and staff their proper destination.
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Files telephone sheets on patients when they are admitted and removes same sheets on date of discharge.
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Keeps patient-related information up to date with current admissions, discharges, and transfers.
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Keeps records of house staff signing in and out, time of return, and coverage during absence for proper pager coverage. Places wakeup calls to doctors and maintains sign-out sheets. Makes up schedules for on-call doctors by month and keeps them current in accordance with department standards. Keeps records and schedules of doctors and other personnel on duty each evening and for the month.
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Maintains current telephone list of attending doctors beeper number list of house staff and other hospital supervisory personnel.
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Participates in meetings and on committees and represents the department and hospital in community outreach efforts as required.
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Participates in multidisciplinary quality and service improvement teams.
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Performs other duties as assigned.
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Places hospital-related long distance calls.
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Records and reports all troubles with visitors, patients, and telephones to the proper authority.
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Sends regular, emergency, conference, visiting hours ending, and information desk closing pages via intercom and beeper.
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Uses terminals to obtain patient and doctor information in accordance with department standards.
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