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Munson Medical Center Call Center Operator in Traverse City, Michigan

ENTRY REQUIREMENTS:

Required:

High School graduate

Minimum of two years working with the public

Basic computer skills

Ability to verbally communicate effectively

Ability to type 30 wpm

Preferred:

Basic office and general clerical skills.

Two years operational/technical experience with automated communications equipment.

High level of customer relation skills demonstrated in previous position(s).

Experience in hospital/medical setting

ORGANIZATION: Works under the Director of Information Services, Switchboard Manager and within the Switchboard Team. Receives training and scheduling from Switchboard Manager and staff.

WORKING CONDITIONS:

? Sits much of the time with computer equipment interaction

? Flexible schedule may be required

? Providing coverage during emergency situations may be required

? Work may be subject to frequent interruptions and changing priorities

? Has daily contact and working relationship with most areas of Munson Medical Center and other Munson Healthcare facilities

HUMAN RELATIONS/PROBLEM SOLVING:

? The Switchboard Staff must consistently display effective communication and interpersonal skills with all consumer groups to nurture their relationship with Munson Healthcare

? Switchboard Operators are expected to routinely exercise sound judgment, positive departmental relations, and a teamwork ethic

? An ability to assimilate urgent and routine caller information to ensure appropriate handling of caller's request is required

SPECIFIC DUTIES:

  • Exercises a high degree of control over confidential information

  • Calls, messages, and pages are processed in compliance with the various provider and subscriber specifications to ensure accurate and expedient relay of caller information

  • Effectively uses the AMCOM software and computer for paging, patient and directory information, and availability of clients

  • Provides paging of on call staff for Munson Healthcare

  • Provides customer assistance via the phone for the Patient Information Desk

  • Answers after hour phones for Grayling Mercy Hospital and transfers appropriately

  • Handles notification for HICS emergency codes, Exposures, Work Injuries, Elevator Emergencies, STEMI's, MRT's, PRT's, Hypothermia patients, and Trauma's

  • Provides customers with patient information such as room and/or telephone number and area of hospital being careful not to violate patient confidentiality in the event a patient is restricted

  • Maintains a profile on each physician with paging parameters and pertinent demographic information, availability and coverage information

  • Facilitates communication between Physicians and their patients during and after office hours

  • Generates a daily on-call sheet for use in the Emergency Room and through out Munson Healthcare

  • Maintains an accurate on-call sheet on each shift, making changes as they occur

  • Supplies batteries and loaner pagers as required

  • Has an understanding & can demonstrate basic pager functions

  • Gives information on MMC meetings and activities

  • Answer requests from hospital for in-house telephone extensions, use of the phone and paging system, and educates staff on use of the MMC directory, Smart Web and Smart Speech

  • Programs patient phones on at 7:30am and off at 10:00pm

  • Operates fax and copy machines and computer printers as needed

  • Provides all Overhead paging in MMC utilizing existing policies and protocols

  • Provides scanning services for various departments

  • Other duties as assigned by the Switchboard Manager and Director of Information Services, including additional work during slow periods

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