CALL CENTER SPECIALIST

POSITION SUMMARY

• To provide superior service excellence and promote the Elliot Experience to all that access the Elliot Health System via the main telephone lines; River’s Edge, New Hampshire Hospital for Children, Elliot Direct, Elliot Physicians After Hours, Elliot Pediatric Transport, Information Technology After Hour Support by answering and routing all incoming, outgoing and inter-organizational calls to the proper destinations.

  Responding to all alarms and emergency situations, by ing Security and the appropriate personnel and/or authorities as needed.

KEY RESPONSIBILITIES

1. Provides superior telephone and in-person etiquette to all patients, visitors, providers, and staff. Maintains good communications; establishes and maintains positive working relationships with employees, physicians, vendors and the public.

2. Maintains confidentiality to the highest degree at all times of employees, physicians, patients and hospital matters.

3. Demonstrates professionalism and appearance when representing the Elliot Health System.

4. Operates the telephone console. Answers all incoming calls and paging requests. Utilizes the public address system for routine paging, and the pre-code for emergency paging. Assists patients in making outgoing calls and provides long distance access to staff as necessary. Maintains trouble report log for telephone system and reports equipment failures to a telecommunications technician (IT).

5. Responds to all alarms and emergency situations including the code phone and all alarms for all Elliot Health System. Pages all information to the appropriate teams for immediate response and action taken in emergency situations, including but not limited to: Code Blue, Code Red, Trauma Team Activation, Code Amber, Code Grey, Code Silver, STATs, Code 1, NICU Activations, OB Activations, Code Orange, and Code Green.

6. Responds to all other alarms, including but not limited to: Symmetry alarms, Summit alarms, Kinderguard alarms, Gas alarms, Sprinkler alarms, Electrical and Generator alarms, Blood Bank alarm, Landis Computer alarm, Boiler alarm, Phone Room alarm, Hill-Rom alarms; elevator repairs or malfunctions, and other unexpected emergencies.

7. Documents all information on appropriate forms.

8. Works closely with Security via 2-way radio notifying them of possible situations, and/or codes and other emergencies. Contacts appropriate hospital personnel for Security, as needed, in emergent and non-emergent situations.

9. Monitors Fire Panel and Security Alarms. Responds and acts on all Emergency and Alarm panels to the proper authorities to address the emergency immediately.

10. Works closely with House Supervisor and on call personnel, during possible situations, and/or codes and other emergencies: directing news media, patients/family, medical personnel needing medical records during off hours.

11. Contacts the Administrator-on-call as directed in the event of an emergency situation. Maintains lists of on-call employees and physicians for staff and Provider use throughout hospital. Contacts these personnel and/or departments as requested.

12. Performs After Hours Telephone Answering Services for all Elliot owned practices. Provides accurate information when paging On Call Providers.

13. Responsible for verifying that on-call information is correct.

14. Accesses Epic to identify the correct patient and creates a Telephone Encounter in the patient’s Electronic Medical Record, for the EPN offices.

15. Coordinates Pediatric Transports with external and internal Providers and Ambulance transport for all accepted patients through the 663-KIDS line.

16. Provides VNA Homecare, Hospice, IV, MCH patients with outstanding customer service and ensuring that the caller is in contact with the on-call RN within 10 minutes.

17. Serves as the directory assistance for the general public. Responds to requests for phone numbers to include physician offices and other hospitals within New Hampshire. Connects callers to patient’s location, offers seven-digit dial number, and checks admits as requested.

18. May provide internal extension numbers, physician office numbers, answering services numbers, hours of operations and meetings times and locations.

19. Assists staff with ‘loan pagers’ while on call, demonstrating usage, providing transfers, and contacting Telecommunications tech (IT) for repairs.

20. Assists in-house staff with requests for interpreters by accessing appropriate languages through the Certified Language Interpreter Line.

21. Responds to separate phone for deaf people by typing in greetings, answers and inquiries. Assists in-house staff with rental and instruction of TDD phone (Telecommunications Device for the Deaf) for patients requiring its use.

22. Greets, directs and assists visitors at the reception desk. Assists with the sign-in process for surgical check-ins.

23. Accepts floral arrangements for patients and staff. Accepts and forwards any packages delivered to the reception desk to the appropriate department in a timely manner based off of the time of delivery (needing refrigeration etc).

24. Calls taxi and van shuttles as necessary for visitors or outpatients.

REQUIRED KNOWLEDGE & SKILLS

1. Strong written and oral communication skills.

2. The ability to pay attention to detail and multi-task in extremely high level stressful situations.

3. Ability to receive detailed information through oral communication and make fine discriminations in sound.

4. Ability to communicate and interrelate professionally with all patients, visitors, Providers, and staff focusing on strong and proactive customer service

EDUCATION/EXPERIENCE/LICENSURE

1. Education: High school diploma or equivalent required.

2. Experience: At least two years’ related telecommunications experience in a fast paced, high volume environment, in the healthcare setting preferred.

3. Certification/Licensure: None

4. Software/Hardware: PC based telephone consoles, computers and emergency alarm systems. EPIC experience preferred.

OTHER REQUIREMENTS

• Schedule: Must work every other weekend, some holidays and be able to work all shifts during periods of vacation, absence or staffing shortage. Will be required to cover charge responsibilities as scheduled in advance by Supervisor.
• Other: 24/7 Department