Job Abstract

PURPOSE OF POSITION

Aultman call center representatives are responsible for managing key communication within the organization. They act as the answering service for over 600 contracted physicians, taking messages, and paging on call physicians for hospitals, patients, and other facilities. Calls to physicians include consults, general pages from hospitals, and triaged patient calls for after hour emergencies. Each operator listens intently to each caller to determine the nature of the call and process it respectively. The operators are also responsible for over heading, and paging out several emergency procedures to code teams, to provide patients with quick and effective care. Aultman hospital operators are the main source of communication for the organization; providing physicians, nurses and other staff the information they need to care for our patients, and consoling patient family members and friends when they are under our care.

RESPONSIBILITIES & EXPECTATIONS

• Manages high volumes of inbound and outbound calls in an accurate and timely manner
• Follows call center scripts when handling different topics and clients
• Listen intently to determine the nature of the call.
• Identifies customer needs, clarifies information, researches issue and provides solutions while dispatching the calls accordingly

• Directs callers to extensions quickly and accurately
• Provides necessary patient information while following HIPAA guidelines

• Provides paging, texting, emailing and faxing to departments, personnel and physicians

• Tracks on-call schedules for physicians and departments
• Takes detailed messages including but not limited to:
  • • Appointment cancellations
    • Physician messages
    • Patient information calls
    • Hospital information calls
    • Physician Consult requests

• Pages emergency procedures through pagers, cellular and overhead paging system, including but not limited to:

• • • Code Blue
    • Code Pink
    • OB Stat Team
    • Rapid Response
    • Trauma Alert
    • Stroke Alert
    • Sepsis Alert
    • Stemi Alert
    • Open Heart Team paging

Job Requirements

• Excellent communication skills
• Customer service friendly attitude
• Good typing skills
• Ability to work individually and part of a team
• Ability to work in high volume, stressful situations
• Ability to multi-task, set priorities and manage time effectively
• Ability to problem solve
• Six-week paid training program scheduled at full-time hours for all new employees until training is complete
• Type of team member: non-medical; clerical
• High school diploma or GED preferred

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, identity, family status, gender, disability, or veteran status.

WORKING CONDITIONS:

• The department operates 24 hours/day, 365 days/year

• Staggered shifts scheduled according to call volume

• Weekend and holiday rotations apply

PHYSICAL REQUIREMENTS ADDENDUM

PURPOSE: To identify specific functions job requirements and work environment factors that could affect job performance.

O = Occasionally = 0- 33% of the work shift or 0- 32 repetitions.

F = Frequently = 34-66% of the work shift or 32-200+ repetitions.

C = Constantly = 67-100% of the work shift or 200+ repetitions.

N = Not essential job requirement.

Additional information concerning physical requirements for the position:

HAZARDOUS EXPOSURE CATEGORY

Category III