Telecommunications Representative

Join to apply for the TELECOMMUNICATIONS REPRESENTATIVE role at Independence Health System.

The Telecommunication Representative is responsible for making positive first impressions, maintaining focus on the overall safety of our patients, guests, and hospital employees. They work closely with hospital and health system departments, physicians, employees, patients and their family members regarding a variety of hospital and health system services. The employee will provide a customer-friendly approach to the delivery of services, using technical capacities to serve as a communication gateway between patients and the health system.

The Telecommunication Representative consistently demonstrates positive interpersonal and interdepartmental relationships and creates a professional working environment for new employees. The role includes the review and maintenance of ongoing communication tools and assists with training and development of new employees.

• Prepare electronic documentation that are complete, professional in nature and use correct grammar, punctuation and format.
• Intercept internal and external calls with a customer‑friendly approach.
• Maintain a positive attitude with callers, coworkers, health system employees and physicians.
• Assure that customer needs are met in a timely fashion.
• Keep the mission, vision and values of the organization in mind with each patient contact.
• Demonstrate knowledge of the Independence Health System Health‐code processes and other emergency plans using supporting department policies and procedures on the successful initiation of emergency codes.
• Immediate response to emergent situations while gathering information from physicians and/or clinicians.
• Efficient and accurate initiation of emergency codes in critical situations using Lynx, overhead paging, and Microsoft Office.
• Accurately record detailed information about all emergent situations using Microsoft Office.
• Answer telephone calls promptly, efficiently and courteously using a positive voice image to callers, keeping in mind the tone, inflection, and enunciation to all callers.
• Foster a “one stop shop” culture by listening to callers intently to determine the nature of the call to see if it must be transferred or handled by a Switchboard Operator.
• Screen calls to ensure authenticity and make sure that any messages are communicated to the correct recipients in a time‑efficient manner.
• Create and process messages, schedule and log that legible, accurate and communicated to the other staff.
• Provide call processing support to multiple departments and hospital physicians to maintain a pathway for necessary communication between patients and their clinicians after business hours.
• Collect, communicate and document confidential patient information using Perfect Serve, Medi Call, Spok, and Microsoft Office.
• Answer queries pertaining to admitted patients by following confidentiality protocols using McKesson STAR.
• Awareness of hospital campuses to accurately direct visitors to appropriate departments or patient rooms.
• Responsible for accurate individual performance outcomes for all applications used in the department, including but not limited to Perfect Serve, Medi Call, McKesson STAR, Spok, Cisco Jabber, Lynx, Microsoft Windows, Microsoft Office, PX system, PA system, API, Ulti Pro, and other tools.
• Operational knowledge of hardware used to support department operations, including Cisco telephony, Emergency panels, Simplex fire system, and Wireless devices.
• Other duties as assigned.
• Manage the issuance of pagers and assist employees with user guidelines.
• Maintain central database of all paging devices using Microsoft Office.
• Contact vendor for device exchanges and troubleshooting needs.
• Review and revise emergency code contact information as needed.
• Review department processes for necessary updates and revise as needed.
• Responsible for the day‑to‑day training of new employees and escalating training concerns.
• Create a professional working environment for new employees.
• Ensure new employees direct callers professionally, correctly, promptly and courteously.
• Consistently review individual emergency code…