Communications Operator

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Negotiable

Permanent

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Description

Overview:

Operates an Amtelco Infinity/G-3 communication call center engaged in providing services for Raritan Bay Medical Center to include Perth Amboy/Old Bridge Divisions and Physicians Answering Service and provides expertise and assists operators in order to maintain excellent customer service to assure a smooth efficient operation. Provide support and guidance to all operators regarding work practices, procedural changes, and problems.



Responsibilities:

Operates an Amtelco Infinity/G-3 communication call center engaged in providing services for Raritan Bay Medical Center to include Perth Amboy/Old Bridge Divisions and Physicians Answering Service.



Answers incoming Medical Center calls to include internal and external calls for Perth Amboy and Old Bridge Division. Screens calls according to Medical Center policies.



Assist the Supervisor in quality monitoring and provide work direction to team members as needed.



Responsible for conducting standard training of new operators and helping supervisor on remedial training where performance observations indicate a need.



Assist with the work schedule so that coverage is maintained at all times. Ensure all operators adhere to their personal schedules without variance, unless approved. Assist in monitoring time and attendance.



Answers Physicians Answering Service calls with answer phrase displayed on screen, type’s messages given by caller, dispatches messages by calling physician/office and patching physicians/patients.



Uses Directory for both Divisions, Physicians Accounts, Physicians Office Numbers, Beeper Numbers and other Directory listings.



Dials outgoing calls for in-house personnel that cannot dial directly and screen calls as required.



Uses Network Paging System to beep in- house personnel, administrative personnel and physicians on answering service.



Overhead Paging



Digital Pagers



Alpha Numeric Messages to Pagers & Cell Phones



Handles patient information calls after hours, in accordance with Hospital policies. Follows HIPAA regulations ensuring patient confidentiality.



Answers Service Consultation line, takes consult information then notifies the physician on-call according to the specialty and service schedule.



Process calls for Language Interpreter, Obtains information then contacts outside company or in-house interpreter. Completes form to include name of caller language needed and interpreter’s number. Maintains and accurately updates information.



Maintains and updates specials accurately with information requested by physician which includes doctor on-call, office hours and a covering physician.



Assures all messages taken are dispatched to the physician/office accurately. Locates physician which includes doctor on-call, office hours and covering physician.



Takes changes for permanent information.



Hospital Directory: updates &deletions



Answering Service: changes in account information.



Completes tickets for on-call personnel, Renal and for international calls. Responsibilities during emergency situation



Initiates codes by paging overhead, beeping on-call personnel and notifying the appropriate departments.



Completes forms for Code Blue, Code Red, Code Heart, Rapid Response, Code Stroke, Code Green, Code Orange, Code Elopement, Disaster and Bomb Threat.



Responds to Code Red by reading printout on screen with location, calling fire department on direct line and notifying appropriate department.



Knowledge of operator utilized databases and computers in order to assist with problems, questions, or concerns.



Responsible for maintaining all current databases utilized by staff including operator file, on-call book, training manual, and overhead announcements, hospital codes and call procedures.



Recognizes and reports malfunction of equipment in need of repair.



Reports system problems with Verizon, Avaya, Amtelco, USA Mobility to supervisor or telephone coordinator.



Notifies physician when office number is not forwarded to service. Calls Verizon to assist with call-forwarding problems.



Maintains Ultra Comm to ensure lines are idle and ready to transmit. Monitors Fax Machine to ensure accurate transmission of on-call schedules.



Performs other assignments as requested by Communications Supervisor.



Essential Duties of a Position: The essential duties of a position are defined by ADA as job duties that are so fundamental to the position that the individual cannot do the job without being able to perform them. A function is considered to be essential if the performance of this function is the reason the job exists, there are a limited number of other employees who could perform the function, or if the function is specialized and the incumbent is hired on the basis of his or her skill/ability to perform the function.



Employer’s Judgment: ADA gives consideration to the employer’s judgment as to what functions of a position are essential. A written job description is considered evidence of the essential duties of the position and should be developed before advertising or interviewing applicants for the position.



Reasonable Accommodation: ADA requires employers to provide reasonable accommodation to qualified individuals with disabilities who are employees or applicants for employment unless this would cause an undue hardship. The employee still has his or her responsibility to be able to perform the essential duties of the position.



“Undue Hardship” means significant difficulty or expertise would be incurred and focuses on the resources and overall circumstances of the employer in terms of the cost or difficulty in providing a specific accommodation.



Attends and demonstrates compliance with required programs for Fire/Life Safety and Electrical Safety; Corporate Compliance; COBRA/EMTALA; Standard and Transmission Precautions; OSHA/HCS/TB and Bloodborne Pathogens; Emergency Preparedness, Advance Directives and other department specific programs as documented on the Position Competency Record (departmental Red Book).



Demonstrates compliance with all elements of RBMC Corporate Compliance Program and Confidentiality Agreement.



Qualifications:

Education and/or Experience/Qualficaitions  



High School or equivalent education and experience.



Must include customer service relations experience, typing skills of 30 wpm, one year experience with a central computer/communication based system.



  • 1
  • Negotiable
  • None
  • None
  • Re-35182
  • Permanent
  • 6

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