Mount Auburn Hospital Cambridge , MA 02138
Principal Duties and Responsibilities 1. Answers department calls and communicates effectively in a professional and courteous telephone manner. a.
Provides technical information regarding Lifeline's products and services. 2. Coordinates service calls and installations with all appropriate parties. Takes accurate and complete information.
Attempts to set up installations within 24 hours. Addresses equipment-related problems immediately during normal office hours. 3. Sets up installations with all appropriate parties. 4.
Prepares and maintains accurate subscriber records. Provides all necessary subscriber information and changes to Lifeline Central, billing departments, and other affected parties. 5. Establishes and maintains reporting procedures on home representatives. 6.
Reviews daily incident reports of actual patient emergency calls as received. Communicates information to appropriate parties (elder service agencies, case managers, family members). Responds to problems reflected in reports by following up with subscribers, family members, case managers, and others as necessary in a timely fashion. 7. Provides general typing, filing, and data entry. 8.
Manages the daily office operations of the Lifeline Program, including assignment of tasks to per diem staff. Assumes management of program when manager is out. 9. Keeps the Lifeline Program Manager informed of significant issues or problems as they occur or as anticipated. 10.
Assists in training Lifeline staff. 11. 0ccasional installations and service calls, as needed. 12. Schedules subscriber in the Meditech billing systems and sets up "batches" for billing at the end of each month. Discharges accounts for clients who have terminated Lifeline Services. 13.
Performs tasks delegated by Program Manager. 14.
Processes work brought in by home service reps. a. Records work completed in the appropriate subscriber file. b.
Deactivates home communicator when appropriate. c. Takes all necessary steps to close out a "case" when service ends (i.e. cancels billing, deactivates the unit, etc.). 15. Conducts presentations to referral sources and participates in community outreach and marketing for the Lifeline Program when delegated by the manager. 16. Assists the manager with prospective employee interviews as appropriate.
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED 1. Excellent interpersonal skills. 2.
A bachelor's degree or equivalent work experience (3 -5 years) 3. Aptitude and interest in equipment preferred. Computer skills with experience working with Windows based programs are desirable. 4.
Interest in community outreach. 5. Commitment to superior customer service and teamwork. 6. Current Mass drivers license and access to car for home service calls.
WORKING CONDITIONS 1. Normal office environment. 2. Works under constant deadlines. 3.
Communicates with multiple parties at least 90% of time, mostly by telephone. 4. Sits at desk 90% of time.