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CALL CENTER SPECIALIST

Company: SolutionHealth
Location: Bedford
Posted on: May 16, 2022

Job Description:

Job Description

  • POSITION SUMMARY
    • To provide superior service excellence and promote the Elliot Experience to all that access the Elliot Health System via the main telephone lines: River s Edge, New Hampshire Hospital for Children, Elliot Direct, Elliot Physicians After Hours, Elliot Pediatric Transport, Information Technology After Hour Support by answering and routing all incoming, outgoing and inter-organizational calls to the proper destinations.
    • Responding to all alarms and emergency situations, by alerting Security and the appropriate personnel and/or authorities as needed.
    • PRIMARY DUTIES AND RESPONSIBILITIESEmployees are expected to work consistently to demonstrate the mission, vision, beliefs, core values and standards of behavior of the organization.
      • Provides superior telephone and in-person etiquette to all patients, visitors, providers, and staff. Maintains good communications, establishes and maintains positive working relationships with employees, physicians, vendors and the public.
      • Operates the telephone console. Answers all incoming calls and paging requests. Utilizes the public address system for routine paging, and the pre-code alert for emergency paging. Assists patients in making outgoing calls and provides long distance access to staff as necessary. Maintains trouble report log for telephone system and reports equipment failures to a telecommunications technician (IT).
      • Responds to all other alarms, including but not limited to: Symmetry alarms, Summit alarms, Maternity L & D/Pediatric alarms, Gas alarms, Sprinkler alarms, Electrical and Generator alarms, Blood Bank alarm, Landis Computer alarm, Boiler alarm, Phone Room alarm, Hill-Rom alarms, elevator repairs or malfunctions, and other unexpected emergencies.
      • Documents all information on appropriate forms.
      • Works closely with Security via 2-way radio notifying them of possible situations, and/or codes and other emergencies. Contacts appropriate hospital personnel for Security, as needed, in emergent and non-emergent situations.
      • Maintains lists of on-call employees and physicians for staff and Provider use throughout hospital.
      • Performs After Hours Telephone Answering Services for all contracted practices.
      • Accesses Epic to identify the correct patient and creates a Telephone Encounter in the patient s Electronic Medical Record, for the EPN offices.
      • Coordinates Pediatric Transports with external and internal Providers and Ambulance transport for all accepted patients through the 663-KIDS line.
      • Serves as the directory assistance for the general public. Responds to requests for phone numbers to include physician offices and other hospitals within New Hampshire. Connects callers to patient s location, offers seven-digit dial number, and checks admits as requested.
      • Assists staff with loan pagers while on call, demonstrating usage, providing transfers, and contacting Telecommunications tech (IT) for repairs.
      • Responds to separate phone for deaf or hard of hearing people by typing in greetings, answers and inquiries. Assists in-house staff with supplying the TDD phone (Telecommunications Device for the Deaf or Hard of Hearing) for patients requiring its use.
      • Greets, directs and assists visitors at the reception desk. Assists with the sign-in process for surgical check-ins. Accepts floral arrangements for patients and staff. Accepts and forwards any packages delivered to the reception desk to the appropriate department.
      • POSITION QUALIFICATIONS
        • Education:
          • Minimally Required:
            • High school diploma or equivalent required
            • Preferred:
            • Licensure/certification:
              • Minimally Required:
              • Preferred:
              • Experience:
                • Minimally Required:
                  • At least two years' related telecommunications experience in a fast paced, high volume environment
                  • Preferred:
                    • Experience in the healthcare setting preferred
                    • Knowledge:
                      • Minimally Required:
                      • Preferred:
                      • Skills:
                        • Minimally Required:
                          • Strong written and oral communication skills.
                          • Preferred:
                            • PC based telephone consoles, computers and emergency alarm systems. EPIC experience preferred.
                            • Abilities:
                              • Minimally Required:
                                • The ability to pay attention to detail and multi-task in extremely high level stressful situations.
                                • Ability to receive detailed information through oral communication and make fine discriminations in sound.
                                • Ability to communicate and interrelate professionally with all patients, visitors, Providers, and staff focusing on strong and proactive customer service
                                • Preferred:

Keywords: SolutionHealth, New England , CALL CENTER SPECIALIST, Other , Bedford, Northeast

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