at NorthShore University Health System in Chicago, Illinois, United States
Job Description
Answers and directs incoming, outgoing and internal telephone calls. Initiates codes in accordance with established guidelines. Provides service for physicians subscribing to Swedish Covenant Medical Answering Service, and responds according to individual physician preferences. Provides inhouse and long range paging for physicians and hospital personnel. Answers incoming calls for patient information and directs to appropriate patient location, nursing unit or clinical department. Provides outstanding customer service and satisfaction, ensuring all calls are managed in a prompt, courteous and professional manner.
RESPONSIBILITIES
Essential Functions
Demonstrates a commitment to the mission of Swedish Covenant Hospital and demonstrates a service orientation and adheres to all responsibilities and standards of the Hospital.
Demonstrates professional and customer service oriented behavior in all situations, including manner of communication, appearance and responsibility.
Answers incoming calls immediately line is available, and identifies who the caller has reached, ie 'Operator, (SCH) [NAME] '
Transfers call to the appropriate extension. Politely and effectively asks questions to determine appropriate transfer when necessary. Assists internal callers placing outgoing calls.
Receives patient information calls, locates patient in the Meditech ADT system, and transfers appropriately to the correct patient room and bed, or to the nursing unit as per nursing department policy.
5. Provides answering service for subscribing physicians: Answers incoming calls from patients when physician's office is closed. Relays and dispositions messages in accordance with protocols determined by each subscriber. Communicates to other operators and supervisor any updates from subscribers regarding schedules and other pertinent information, and assists in maintaining current files and directories at workstations
6. Pages individuals on inhouse and long-range pagers. Pages emergency codes and individuals and makes some general announcements on overhead speaker, speaking clearly and distinctly.
7. Responds immediately to alarm systems, and initiates codes, pages and overhead announcements in accordance with departmental procedures and in a calm manner.
8. Informs security via the Motorola radio of emergency situations that exist with the hospital, or emergency situations outside the hospital that may impact the hospital's operations.
9. Assists with training new operators when requested by supervisor.
10. Assists in updating physician's roster and other directories and files as needed.
11. Notifies supervisor of delays in telephone communications, any other malfunctioning equipment per department policies. Informs supervisor of all other situations that requires supervisory action or intervention, (e.g. customer complaints, unusual occurrences, etc.)
12. Performs other duties as requested by supervisor.
QUALIFICATION/BASIC JOB REQUIREMENTS
Education and Experience
Minimum high school graduate or equivalent. Minimum one year of experie
Knowledge and Skills
Excellent customer service skills
Excellent written and verbal communication skills
Ability to interact positively and effectively with multiple departments
Ability to concentrate and to quickly and courteously respond to callers in a busy, distracting office environment.
Ability to use good judgement and act independently to effectively problem solve.
Ability to work as part of a team to ensure department efficiency and productivity.
What you will need:Benefits:
Career Pathways to Promote Professional Growth and Development
Various Medical, Dental, and Vision options, including Domestic Partner Coverage
Tuition Reimbursement
Free Parking at designated locations
Wellness Program Savings Plan
Health Savings Account Options
Retirement Options with Company Match
Paid Time Off and Holiday Pay
Community Involvement Opportunities
EOE: Race/Color/Sex/Sexual Orientation/ Gender Identity/Religion/National Origin/Disability/Vets, VEVRRA Federal Contractor.
