Job Description

Description

Summary:



Answers and routes incoming calls to the hospital's main number, emergency lines and patient information lines. Demonstrates service excellence by providing accurate information regarding the Hospital, its patients and staff while ensuring adherence to all Hospital policies and procedures, especially those regarding privacy and confidentiality. Assist in maintaining up-to-date computerized databases and on-call schedules in a timely fashion. Exhibits strong customer service and telephone skills.


Responsibilities:



1. Answers main number and patient information calls in a timely fashion, exhibiting strong customer service skill resulting in service excellence for the caller.



2. Implements code protocols accurately as it is written in the department Policy and Procedure Manual. Demonstrates clear understanding, knowledge and proficiency in handling emergencies. Responsible for carrying out proper activation procedures using Vocera, computerized phone and paging systems for life safety codes that occur in any Nuvance location.



3. Monitors all emergency devices and alarm systems and notifies the appropriate personnel when activated. Documents accurately and timely utilizing the appropriate log books/sheets and incident reports for all Emergency alarms. Responsible for maintaining contact with Engineering and/or Security department at all times. Notifies EVS or Engineering of any telephone or TV issues and concerns in patient rooms.



4.Maintains up-to-date databases and on-call schedules to provide requested information accurately and efficiently.



5.Demonstrates a courteous and friendly manner when assisting callers adhering to the Hospital's policies regarding professionalism and respect. Maintains composure when faced with difficult or stressful situations.



6. Document and maintain code logs in Excel spreadsheets.



7. Participates in establishment and achievement of department goals



8. Demonstrates willingness to assist co-workers and/or to accept additional assignments as requested to support the department's efficiency as observed by the supervisor.



9. Establish and maintain efficient working relationships with supervisor, coworkers and the customers.



10. Maintain and Model Nuvance Health Values.



11. Demonstrates regular, reliable and predictable attendance.



12. Performs other duties as required.



Other Information:



HS Graduate or Equivalent


Minimum of 6 months' switchboard, direct customer service or guest services position


Strong computer skills, including Word, Excel and Outlook. Ability to communicate in Spanish and/or Portuguese a plus.



Working Conditions:


Manual: Little or no manual skills/motor coord & finger dexterity


Occupational: Little or no potential for occupational risk


Physical Effort: Sedentary/light effort. May exert up to 10 lbs. force


Physical Environment: Generally pleasant working conditions


Company: Vassar Brothers Medical Center


Org Unit: 1841


Department: Telephone Operators


Exempt: No


Salary Range: $18 - $21 Hourly