Job Description

The Operator is responsible and accountable for providing Quality / No Harm, Customer Experience, and Stewardship by providing accurate, timely and efficient telehealth services including, but not limited to, telephonic inquiries and assistance for patients, family members, visitors, physicians, associates, Health Plans' members, general public; physician referrals and physician after-hours call service; and general
information from the general public.

Primary Accountabilities

• To receive inbound calls and make telephonic connections for internal and external callers who reach one of the multiple telephone lines routed through the Call Center and seek: information about patients, departments or patient care units; information about healthcare services or general health advice that may be available at Health First or elsewhere in the community; an on-call medical staff member or a Health First physician; a representative of Home Care, Health Plans, the Hospitalists service.
• Exchange information and manage callers in a courteous and professional manner, even when dealing with callers who are demanding, emotionally distraught and discourteous.
• Process hundreds of calls within a work shift while creating caller satisfaction.
• Use effective communication skills and good judgment in interacting with callers/patients to correctly appraise individuals needs and capabilities in order to successfully facilitate information exchange and make appropriate telephonic connection.
• Following established call management guidelines perform complete, accurate and timely computer data entry and call interaction documentation according to department documentation standards.
• Accurately maintain the on-call ED physician schedule in IntelliDESK as well as the individual schedules.
• Page emergency codes within 60 seconds.

Qualifications:

QUALIFICATIONS REQUIRED:

• High School graduate.
• Some college preferred.
• Proven track record of successfully multi-tasking in a fast-paced environment
• Two years previous experience with direct or telephonic client interaction (or equivalent) strongly preferred, e.g., receptionist, call center representative.
• Working knowledge of personal computers (experience with Windows operating system, database and word processing software preferred.)
• Ability to learn and operate new technology.
• Experience in healthcare setting preferred.
• Knowledge of medical terminology required (or willingness to be trained).
• Accuracy essential, e.g., spelling, transcribing names and phone numbers.

PHYSICAL DEMANDS:

• Extensive amount of sitting in one place at work station with some bending and light lifting. Little physical effort required.
• Work in a confined space. Majority of work time spent using the telephone and at a computer performing data entry and call response processing.
• Must be able to rotate shifts (day, evening, night, and weekend.) and hospitals.
• Manual dexterity sufficient to operate a computer, telephones, fax, copy machine and other office equipment.
• Ability to speak clearly.
• Ability to work with limited or no direct supervision for periods of time.
• Accurate typing of >35 WPM
• Holiday rotation