ST. CHARLES HEALTH SYSTEM
TITLE: Communications Technician
REPORTS TO POSITION: Assistant Manager Transfer and Dispatch
DEPARTMENT: Central Communications
DATE LAST REVIEWED: November 15, 2018
OUR VISION: Creating America's healthiest community, together
OUR MISSION: In the spirit of love and compassion, better health, better care, better value
OUR VALUES: Accountability, Caring and Teamwork
DEPARTMENT SUMMARY: This department is based on the St.
Charles Health Care Bend campus and includes several teams that are located together in a workspace that facilitates cross-team support and collaboration system-wide. These teams include the Transfer Center and Central Communications who are co-located with their partners in the Bend House Supervisor Role. Additionally, this department facilitates several critical operations, communication, and facilities functions related to security, safety, and disaster preparedness.
POSITION OVERVIEW: The Communications Technician provides professional and timely assistance for all callers.
Makes accurate connections for all callers including emergency requests for codes for three hospitals. These connections involve requests received via the hospital switchboard for multiple Health System intities, nurse call systems , hospital paging system for three hospitals, and radio communications. This position does not directly oversee other caregivers.
ESSENTIAL FUNCTIONS AND DUTIES:
Responds to patient nurse call, ensuring patient requests are communicated and escalated appropriately.
Demonstrates excellent customer service skills.
Demonstrates proper phone etiquette.
Maintains knowledge of health system enterprise wide.
Provides accurate and timely telephone connections and paging for all external and internal operator assisted calls for multiple campuses.
Utilizes all forms of communication (paging, nurse call, switchboard, overhead announcements, radio equipment).
Communicates critical information for hospital codes quickly and accurately.
Understands medical terminology and procedures related to greater than 16 different emergency codes and the variations by campus.
Accurately uses all software to transfer callers to the right place the first time.
Understands provider specialties and schedules to refer callers to the appropriate provider.
Monitors multiple hospital alarm systems across all campuses and responds to situations appropriately.
Maintains knowledge of back up systems and procedures.
Proactively looks for and reports system issues for various internal systems affecting both internal and external systems.
Works to de-escalate dissatisfied callers, providing appropriate options for further assistance.
Appropriately manages requests for confidential information and/or access.
Supports the vision, mission and values of the organization in all respects.
Supports Value Improvement Practice (VIP- Lean) principles of continuous improvement with energy and enthusiasm, functioning as a champion of change.
Provides and maintains a safe environment for caregivers, patients and guests.
Delivers customer service and/or patient care in a manner that promotes goodwill, is timely, efficient and accurate.
Conducts all activities with the highest standards of professionalism and confidentiality. Complies with all applicable laws, regulations, policies and procedures, supporting the organization's corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.
May perform additional duties of similar complexity within the organization, as required or assigned.
Required: High school diploma or GED.
Required: One year customer service experience.
Preferred: Six months experience in a high volume call center.
Experience using multiple types of communications equipment (pages, switchboard, computers)
PERSONAL PROTECTIVE EQUIPMENT
Must be able to wear appropriate Personal Protective Equipment (PPE) required to perform the job safely.
ADDITIONAL POSITION INFORMATION:
Must have excellent communication skills and ability to interact with a diverse population and professionally represent St.
Charles Health System.
Ability to effectively interact and communicate with all levels within St.
Charles Health System and external. customers/clients/potential employees.
Strong teamwork and collaborative skills
Ability to work under pressure in a fast-paced environment.
Ability to multi-task and work independently.
Attention to detail.
Excellent organizational skills, written and oral communication and customer service skills, particularly in dealing with stressful personal interactions.
Strong analytical, problem solving and decision making skills.
Continually (75% or more): Sitting, keyboard operation, use of clear and audible speaking voice and the ability to hear normal speech level.
Frequently (50%): Standing, lifting 1-10 pounds, grasping/squeezing.
Occasionally (25%): Bending, reaching overhead, carrying/pushing or pulling 1-10 pounds.
Rarely (10%): Walking, stooping/kneeling/crouching, climbing stairs
Never (0%): Climbing ladder/step-stool, lifting/carrying/pushing or pulling 11-50 pounds, operation of a motor vehicle, ability to hear whispered speech level.
Exposure to Elemental Factors
Never (0%): Heat, cold, wet/slippery area, noise, dust, vibration, chemical solution, uneven surface
Blood-Borne Pathogen (BBP) Exposure Category
No Risk for Exposure to BBP
Schedule Weekly Hours:
First Shift (United States of America)
Is Exempt Position?
TECHNICIAN CENTRAL COMMUNICATIONS
Scheduled Days of the Week:
As Scheduled (may include weekends and holidays)
Shift Start & End Time:
St. Charles Health System