About the role
Overview
Schedule is a 6 week rotation:
Week 1
Sunday: 6:30am-3pm, Monday: OFF, Tuesday: 8am-4:30pm, Wednesday: 8am-4:30pm, Thursday: 8am-4:30pm, Friday: 8am-4:30pm, Saturday: OFF
Week 2
Sunday: OFF, Monday: 8am-4:30pm, Tuesday: 8am-4:30pm, Wednesday: 8am-4:30pm, Thursday: 8am-4:30pm, Friday: 8am-4:30pm, Saturday: OFF
Week 3
Sunday: OFF, Monday: 8am-4:30pm, Tuesday: 8am-4:30pm, Wednesday: 8am-4:30pm, Thursday: 8am-4:30pm, Friday: OFF, Saturday: 6:30am-3pm
Week 4
Sunday: 6:30am-3pm, Monday: OFF, Tuesday: 8am-4:30pm, Wednesday: 8am-4:30pm, Thursday: 8am-4:30pm, Friday: 8am-4:30pm, Saturday: OFF
Week 5
Sunday: OFF, Monday: 8am-4:30pm, Tuesday: 8am-4:30pm, Wednesday: 8am-4:30pm, Thursday: 8am-4:30pm, Friday: 8am-4:30pm, Saturday: OFF
Week 6
Sunday: OFF, Monday: 8am-4:30pm, Tuesday: 8am-4:30pm, Wednesday: 8am-4:30pm, Thursday: 8am-4:30pm, Friday: OFF, Saturday: 6:30am-3pm
OR
Week 1
Sunday: 9:30am-6pm, Monday: 9am-5:30pm, Tuesday: 9am-5:30pm, Wednesday: OFF, Thursday: 9am-5:30pm, Friday: 9am-5:30pm, Saturday: OFF
Week 2
Sunday: OFF, Monday: 9am-5:30pm, Tuesday: 9am-5:30pm, Wednesday: 9am-5:30pm, Thursday: 9am-5:30pm, Friday: 9am-5:30pm, Saturday: OFF
Week 3
Sunday: OFF, Monday: 9am-5:30, Tuesday: 9am-5:30pm, Wednesday: 9am-5:30pm, Thursday: OFF, Friday: 9am-5:30pm, Saturday: 9:30am-6pm
Week 4
Sunday: 9:30am-6pm, Monday: 9am-5:30pm, Tuesday: 9am-5:30pm, Wednesday: 9am-5:30pm, Thursday: 9am-5:30pm, Friday: 9am-5:30pm, Saturday: OFF
Week 5
Sunday: OFF, Monday: 9am-5:30pm, Tuesday: 9am-5:30pm, Wednesday: 9am-5:30pm, Thursday: 9am-5:30pm, Friday: 9am-5:30pm, Saturday: OFF
Week 6
Sunday: OFF, Monday: 9am-5:30pm, Tuesday: 9am-5:30pm, Wednesday: 9am-5:30pm, Thursday: OFF, Friday: 9am-5:30pm, Saturday: 9:30am-6pm
Acts as first contact in assisting callers, patients and staff in placing, receiving calls in a 24x7 environment. Solicits sufficient information from each caller to determine nature and urgency of call-in order to refer and/or respond appropriately.
Responsibilities
- Receives, transfers, and places calls using appropriate telephone etiquette and standardized greeting.
- Exhibits superior listening skills utilizing reasoning, problem solving, quick responding, and comprehension/understanding skills.
- Promptly and courteously answers questions from external users and provides general information.
- Interacts with all individuals in a professional manner, providing attention, support, and assistance to foster an environment of exceptional customer service.
- Demonstrates proficient computer and telephone/paging skills.
- Demonstrates exceptional customer service skills.
- Maintains a pleasant and helpful demeanor and consistently demonstrates a professional attitude toward all internal users and external customers.
- Demonstrates an ability to perform with precision and accuracy and for all switchboard processes for all emergency alarms, codes, or disaster incidents.
- Proficient in multiple mass communication notification tools.
- Responds efficiently and accurately to emergency codes following designated procedures where applicable related to Code Blue, STAT Airway, STEMI, Stroke, and Trauma Team activations.
- Performs other duties as required or assigned
Qualifications
High School Diploma or Equivalent
- One (1) year working in a telephone-based customer service role, preferably a healthcare environment and/or one (1) year telecommunications experience required.
- Must be able to use computer/phone for extended periods of time.
- Demonstrated ability to use multiple software programs and equipment in a fast-paced environment while assisting others.
- Demonstrated communication and interpersonal service skills and ability to work both independently and as part of a team required.
- Demonstrated initiative and self-accountability with exceptional organizational and time management skills.
- Complying with D-H policies and standards for all actions related to their role
Required Licensure/Certifications
None