On-Call and Switchboard Operator I - Ephrata Part Time - Nights

General Summary

Performs a variety of support functions including, but not limited to, interviewing patients, telephone management of both internal and external calls, scheduling/canceling appointments. Evaluates caller needs and determines appropriate action. Initiates appropriate response personnel for various emergency (e.g. heart arrest, fire and trauma calls) and disaster situations.

Shift

Nights, Week 1-Sunday 11p-7a, Monday 11p-7a, Week 2- Friday 11p-7a, Saturday 11p-7a

Duties and Responsibilities

Essential Functions:

• Answers and manages a high volume of fast paced incoming phone calls. Provides exceptional service and to all internal and external customers by identifying and addressing the need in a professional, positive, and caring manner.
• Safeguards Protected Health Information (PII) and follows HIPPA guidelines.
• Uses computerized phone management software to route incoming and outgoing calls using multiple communication methods between visitors, callers, staff, patients, and patients families.
• Serves as an answering service for multiple WellSpan Medical Group Practices and Hospital Departments. Maintains on-call lists for Hospital Departments in accordance with Hospital policy.
• Contacts scheduled on-call personnel/provider when needed using appropriate protocol.
• Enters and maintains detailed information on confidential records for patients in various computer systems.
• Relays medical information to the clinical team to allow them to provide exceptional patient care.
• Corresponds with clinical teams and physician via the computer system with necessary patient information.
• Cancels/Schedules Medical Group appointments accurately at the request of the patients following predefined protocol.
• Completes a variety of paging requests per established protocol. Reassigns pagers when requested and ensures pagers are forwarded correctly.
• Verifies that monitoring equipment is always functioning properly.
• Handles and alerts appropriate emergency personnel for Code & Emergency calls such as heart arrests, trauma, disaster and fire following established procedures and protocols.
• Utilizes various on-line resources to locate public information to assist helping callers with requests/inquiries.

Common Expectations:

• Maintains established policies and procedures, objectives, quality assessment and safety standards.
• Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation.
• Participates in educational programs and staff meetings required for the department. Completes required annual training.
• Other duties as assigned

Qualifications

Minimum Education:

• High School Diploma or GED Required

Work Experience:

• Less than 1 year 3-6 months customer service Required
• Previous call center experience Preferred

Knowledge, Skills, and Abilities:

• Excellent interpersonal/communications skills
• Above average verbal skill is required to communicate with the public
• Ability to remain calm in potential high-stress emergency situations
• Ability to work independently, as well as work as a team player
• Required knowledge of basic computer skills

Benefits Offered:

• Comprehensive health benefits
• Flexible spending and health savings accounts
• Retirement savings plan
• Paid time off (PTO)
• Short-term disability
• Education assistance
• Financial education and support, including DailyPay
• Wellness and Wellbeing programs
• Caregiver support via Wellthy
• Childcare referral service via Wellthy