Job Description

Under direct supervision, answers all calls directed to Hospital\'s main number, Answering Service call forwarding lines, general information inquiries, and internal extensions. Efficiently, courteously, and accurately answers/relays call information, with priority given to emergencies. Utilizes computerized system for locating physicians, personnel, and patients. Serves as a major contact for all levels of personnel requiring on-call schedule information and access to off duty personnel. Will be involved in emergency and disaster preparedness situations.

Requirements

Education:

High School Diploma or GED required.

Licensure/Certification:

N/A

Experience:

One (1) year of experience in a customer service environment required. Experience in a call center, switchboard, answering service, or message center with exposure to texting, paging, and Answering Service applications is preferred.

Knowledge, skills & abilities: * Typing 35 WPM required.

• Working knowledge of personal computers and Windows based operating system.
• Proficient with Word and Excel.
• Ability to read, interpret, and apply written instructions.
• Excellent verbal and written communications skills.
• Exhibits understanding of difference between external, Answering Service and internal (departmental) calls in properly transferring calls, relaying messages, paging requested physicians or distributing information.
• Demonstrates understanding of on-call schedules and contact methods.
• Ability to maintain courteous and positive behavior in the face of repetitious and stressful challenges such as those encountered in a customer service setting.
• Interpersonal skills which allow for group decision making, cooperation and understanding.

Physical Demands:

Must be able to sufficiently hear, interpret, and relay information given by callers to result in accurate call activity (i.e. transfer, message, provide room number, etc.). Sits in front of computer screen for their full shift. Requires manual dexterity sufficient to meet typing requirement. Must wear headset throughout shift assignment.

Work Environment:

Sits in a clerical setting with up to a maximum of 20 co-workers occupying the same room. Controlled work environment requires employee to not leave their seat without prior knowledge of a supervisor or co-workers. Conversations or other non-work related activity may be restricted based on call volumes. Noise level is controlled. Employee and customer conversations are monitored and recorded. May experience fluctuation in room temperatures. Emergency situations may cause high levels of stress. Manual dexterity associated with typing and keyboard manipulation. This is a 24 hour a day essential department. Flexibility with work hours is a must. Schedules may be changed and not permanent in most cases.

Job Specific Major Areas of Responsibility:

• Uses a computerized system to address all calls directed to Hospital\'s main number, Answering Service for customer lines, general information inquiries, and internal departmental extensions. 40% * Promptly answers, screens, and processes medical telephone inquiries with strict adherence to confidentiality agreements, policies, and procedures.
• Clarifies issues, obtains pertinent information, and follows procedures; applying necessary action on the call based on its nature.
• Message contents are clear, correctly spelled, concise, and properly reflective of information provided. Messages are delivered according to instructions and time of day. A message is entered with the caller on the line and does not rely on pen and paper.

• Maximizes accuracy of data entry for clinical messages by following scripts, policies, and procedures. 10% * Provides exceptional call handling for the community, physicians, patients, families, departments, and personnel ensuring accurate information.
• Provides general assistance and information, patient room number information, addresses, phone numbers for all incoming calls.
• Accesses directory information for all calls to ensure correct processing. Demonstrates the ability to enter, edit, and rank the entries in the On- Call Schedule directory.

• Reads and uses directory file to relay calling party to correct location. 25% * Accesses directory information for all calls and ensures correct processing. Demonstrates the ability to enter, edit, and rank the entries in the On-Call Schedule directory.

• Responds to and activates emergency response procedures following designated procedures based on the situation. 10% * Demonstrates understanding of each emergency response procedure through the timely and accurate response to the appropriate response teams.
• Ensures the correct terminology is used when making overhead announcements following applicable procedures.

• Updates records, call schedules, call protocols, and all shared information changes consistently and accurately for all call center customers, based on the appropriate communication. 10% * Provides documentation of updated and current contact information at all times, not relying on memory or historical knowledge.

Performs other duties as assigned. 5% * Performs other duties as assigned.

Diversity & Inclusion

At Piedmont Healthcare we embrace diverse ideas, perspectives, and skills to create a collaborative workplace where the best talent wants to succeed. We celebrate differences and recognize that they allow us to care for our community.

Excellence at Work

Piedmont is a certified Great Place to Work\xe2\x84\xa2-- a national designation based on employee feedback about trust, workplace culture and experience. In 2019, Forbes named Piedmont one of Georgia\'s 10 best employers and the highest-ranked healthcare provider.

Piedmont HealthCare