Job Responsibilities:

• Answer and complete telephone, pager and other communications efficiently
• Adhering to hospital and departmental policies and procedures for eight hospital facilities, Kettering Behavioral Health, stand-alone Emergency Centers and KHN affiliates.
• Maintain appropriate communication links with the department manager, co-workers, physicians, and other hospital personnel, as well as demonstrate effective communication with outside callers (patients, patients’ families, and other members of the community) with excellent customer service skills.
• Initiates and follows-through on emergency/clinical code procedures and emergency/clinical group paging to help ensure the safety of our patients, visitors and staff.
• Ensures accurate and timely communication and follow-up to providers for KHMG answering service calls.
• Must be available to work varied shifts (1st, 2nd, 3rd on occasion).
• Must be available to work weekends (Friday, Saturday, Sunday).  Performs other duties as assigned.

Job Requirements:

• High school diploma or equivalent required.
• A minimum of 3 years of healthcare-centered customer service and telephone operator or call center experience are required.

Skills:

• Strong spoken and written communication.
• Strong listening skills.
• Excellent customer service.
• Attention to detail, with the ability to follow verbal or written directions precisely. These include call transfer, code, and provider paging protocols and call scripting.
• Skilled in computer operations with the ability to work with multiple computer software programs.
• Ability to multi-task and perform well under pressure, in a fast-paced environment, demonstrating flexibility and excellent decision-making skills.
• Ability to problem-solve and work independently.
• Ability to handle, monitor, and follow up on calls with emergent situations related to patient care that may be challenging in nature with efficiency.
• Ability to use discretion and good judgement when receiving sensitive HIPAA related information from callers.

New Hire/Annual Competencies

• How does an employee demonstrate they are able to perform key job functions?
  • Able to effectively navigate diverse caller requests with little to no assistance from colleagues in most situations.
  • Handles calls in a timely manner.
  • Launches emergency clinical and disaster codes within a timely manner.
  • Facilitates ongoing timely communication with providers and other staff with necessary information to complete duties.
  • Properly follows established protocols and call scripting for call transfer, codes, and provider paging.
  • Appropriately follows department expectations for time spent in and out of the queue. 

List 3-5 items that will be used to audit performance both during orientation, and then annually.

• • Live and recorded call monitoring
  • Messages sent to staff through Amion and Epic
  • HealthStream assessments
  • Call QA scoresheets
  • 1 on 1 meetings