Telecom Operator

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Mercy Medical Center posted on:
Posted Yesterday job requisition :
JR103648
** Work Shift
** Weekend
* * Scheduled Weekly Hours
** 0
* * Summary
* * This role supports Mercy's philosophy of patient centered care by being an advocate on the phone and the first impression for Mercy Medical Center by answering calls with a friendly, pleasant, and calm voice. This role also requires asking clear and concise questions while providing sufficient answers, and will transfer calls to appropriate patient rooms, hospital departments, and staff. Will announce emergency codes via the hospital intercom with an immediate response and calm voice providing direction to hospital staff, security, and other emergency services.

The team works closely with Mercy Medical Center’s volunteer staff by directing volunteers to assist patients, families, and visitors to requested departments.
** Job Description
**** Job Duties
*** Serves as the primary contact for inbound phone calls to Mercy Medical Center.
* Properly manages calls by prioritizing, screening, paging, and redirecting inbound calls to appropriate locations.
* Serves as the primary contact for internal emergency incidents by way of answering emergency phone lines and announcing emergency code messages in a clear, calm and concise manner.
* Serves as the primary contact for Mercy Answering Service as it pertains to triaging inbound patient calls which an on-call medical representative may be necessary.
* Understands and provides effective communication with providers, department managers, and medical staff.
* Monitors and triages medical alarm notifications.
* Works in conjunction with Mercy’s Security and Emergency Management departments in order to effectively monitor radio communication, security cameras, security notifications, and initiating emergency communication when necessary.
* Follows departments documented communication expectations with regards to the team.
* Utilizes provided Information Technology tools in order to ensure efficient call center support.
* Aids various internal departments when additional help is needed.
* Maintains accurate documentation as it relates to Telecom protocols and procedures.
* Provides hospital and/or patient information for inbound calls while adhering to Health Insurance Portability and Accountability Act (HIPAA).
* Follows Mercy's safety guidelines, carries out job-specific safety duties and responsibilities, and promptly reports any unsafe conditions, situations, incidents and injuries.
** Knowledge,

Skills and Abilities

*** Has a basic knowledge of how to work with multi-line phones and multiple computer software.
* Is a customer service professional with a courteous and concise speaking voice who can carry on a conversation, with customers, to obtain positive outcomes from their requests.
** Professional Experience
*** Previous customer service knowledge, multiple phone line knowledge preferred.
* Basic computer skills required.
** Education
* ** High School Diploma or Equivalent Required
** Licensure, Certification, Registration
*** N/A
** Pay Rate Type
** Hourly
* ** Mercy is an independent, community-based organization supporting the Cedar Rapids area for over 120 years.
*** Mercy is an equal-opportunity employer. We value diversity, equity, and inclusion and therefore evaluate qualified applicants without regard to race, color, ethnicity, ancestry, sex, sexual orientation, gender identity, marital status, civil union status, parental status, religion, national origin, age, disability, veteran status, and other legally protected characteristics.# ##
* An open-house hiring event at Mercy Cedar Rapids - 11:00 a.m. to 1:00 p.m. every Tuesday
** We welcome the chance to meet with you and share our current opportunities, including information on our exciting sign-on bonuses for select positions!
** Mercy Cedar Rapids is a growing healthcare system, rooted in purpose and driven by people - like you.  We care for those who care for others with competitive pay and generous benefits. But we don’t just offer jobs, it’s the sense of community and shared purpose – our dedication to caring for the sick - that really sets Mercy apart as an employer.
** No appointment necessary – just bring your résumé!
*** The Mercy Touch — it’s compassionate people taking care of patients and each other. And, at Mercy Cedar Rapids, there's something for anyone who wants to have an influence on their community and grow their career. We are proud of our mission-centered culture and our employees enjoy growth opportunities, supportive team members, a generous benefits package and more.
**** If you don't see the position you're looking for - or if you're not sure what you're looking for, we invite you to join our Talent Community to stay informed about future opportunities!*
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