Telecommunications Representative - Access Center

POSITION SUMMARY

The Telecommunications Representative processes in‑coming and out‑going calls for both Atlanti Care Regional Medical Center Campuses and directs callers for other Atlanti Care entities. This position provides prompt and courteous service while adhering to company/department procedures. The Telecommunications Representative initiates all codes, traumas, and announces all emergencies such as MET calls and notifies the Stroke team. The representative also monitors several alarm systems for the Mainland Campus, including the fire panel, medical gas alarms, panic alarms and the Chempack alarm, and is required to notify and report to the proper people/authorities and log in our Code Book.

The staff maintains an on‑call schedule book for various ARMC departments and calls in staff when requested by the appropriate person. The staff assists patients with their needs, instructs and explains the patient phone activation process, and assists all customers that require personal assistance with the patient phone activation system (UTC) or dialing calls for them. This position supports organizational goals by providing quality customer service, participating in performance improvement efforts, and demonstrating a commitment to teamwork and cooperation.

• Education:
  
  High School diploma or equivalent required.
• License/Certification:
  None required.
• Experience:
  
  Prior experience preferred but not required.
• Computer knowledge:
  Basic computer and keyboard skills helpful.
• Voice:
  Pleasant speaking voice and ability to work under busy conditions.

Demonstrates ability to appropriately and accurately process calls:

• Answers console promptly in accordance with departmental standards.
• Identifies themselves when answering the console by saying their name.
• Maintains a courteous and professional manner at all times.
• Keeps the caller informed of actions when not connected immediately.
• Assists all callers needing help in making calls.
• Instructs patients on how to activate their phone and the procedure for making calls.
• Instructs users on basic phone features.

Follows the appropriate procedures for all codes, traumas and alarms:

• Answers emergency phone immediately.
• Pages event overhead and/or activates pagers before taking another call on console.
• Logs event in code book.

• Performs daily test of trauma pagers.
• Prints patient census from STAR.
• Writes daily residents on appropriate marker board.
• Records TV/telephone repairs in the appropriate repair log.
• Follows correct procedure when calling in on‑call personnel.
• Records all changes to the department on‑call schedules correctly.
• Keeps work area and equipment clean.

• Performs daily test of trauma pagers.
• Records TV/telephone repairs in the appropriate repair log.
• Follows correct procedure when calling in on‑call personnel.
• Records all changes to the department on‑call schedules correctly.
• Keeps work area and equipment clean.

• Records refrigerator temperature.
• Tests emergency phones.
• Checks alarm panels.
• Prepares daily on‑call schedule.
• Follows correct procedure when calling in on‑call personnel.
• Prepares meeting schedule.
• Reviews notes on marker boards and removes old information; cleans weekly.
• Records TV/telephone repairs in the appropriate repair log.
• Keeps work area and equipment clean.

• Demonstrates punctuality and readiness to work at designated times at the start of shift and returns from breaks, adhering to the organization’s attendance policy.
• Continuously follows appropriate procedures for lunch period, breaks and no‑smoking policy.
• Consistently uses own initiative to keep work area and equipment clean and neat.
• Cooperates with manager and adjusts schedule to help with staff shortages.
• Attends mandatory in‑service programs and staff meetings.
• Consistently strives to be a productive member of the institution and uses time well.
• Maintains a clean, well‑groomed appearance and follows department policy.

• Displays a courteous, helpful and professional attitude continuously.
• Provides accurate information in a concise, timely, and informative manner.
• Place…