Telephone Operator/Receptionist

2 weeks ago

Indianapolis, United States RHI Rehab Full time
Job DescriptionJob Description

The Rehabilitation Hospital of Indiana (RHI), named Best Rehabilitation Hospital in Indiana in 2022 and 2023, provides quality rehabilitation services to those facing life-changing injuries or illness. We specialize in the areas of brain injury, stroke, spinal cord injury and complex medical conditions. RHI is the only Traumatic Brain Injury (TBI) Model System in the state of Indiana and one of only 16 in the U.S. Our campus on the west side of Indianapolis specializes in inpatient and outpatient evidence-based, patient-centered therapy for ages 15 and older. We offer a competitive compensation and benefits package, along with a 401k match and tuition reimbursement program.


SUMMARY/PURPOSE OF JOB


This Telephone Operator/Receptionist position is responsible for answering and processing calls to the hospital switchboard, guiding and directing visitors to the hospital; and performing routine clerical support functions.


Understands and exhibits the principals of service excellence, leads by example, mentors' others in the performance of their assigned duties. Additionally, understands that every employee is responsible for exhibiting exceptional customer service by answering call lights on the nursing unit and if not able to assist personally, will inform the appropriate employee regarding the patient's need. Understands the role of employee's individual position regarding HIPAA requirements and level of access to Protected Health Information as defined in HIPAA hospital-wide policies. Understands that it is the responsibility of every RHI staff member to provide patient safety as a priority response according to RHI evidence-based practices. Encourages patients to be actively involved in their own care as patient safety strategy.


JOB DUTIES/ESSENTIAL FUNCTIONS


Operates telephone equipment efficiently while accurately processing routine telephone calls. Keeps up with pace of workload. Assists in maintaining personal telephone directory as a resource. Completes calls which require special attention. Examples include assisting with collect calls for patients, advising Facilities of telephone repair requests, assisting with calls for the hearing impaired. All such calls require a thorough knowledge of procedures and ability to accurately complete necessary paperwork. Operates telephone, radio, and computerized equipment efficiently when responding to various paging requests. Checks all resources to insure accurate and prompt delivery of messages.

Shares responsibility for processing calls with other operators. Processes pages or announcements of an emergency nature promptly and initiates detailed procedures. Examples include Code Blue, Code Yellow, and Code Red. Operates telephone equipment efficiently when processing calls regarding patient location, condition, etc. Shares responsibility for processing calls with other operators. Checks all resources when releasing information or before denying a request. Maintains confidentiality of patients as specified by hospital policy with high priority regarding No-Information patients. Greets, guides and directs visitors to the hospital in a friendly and professional manner. For those who need assistance, ensures their needs are met by informing the pertinent personnel. Provides clerical support and performs routine clerical duties for various departments. Examples are data entry, , on call schedules, sorting mail when needed, making copies, collating, applying prepared labels, etc.

Assists in maintaining the monthly updated hospital telephone directory, pet visitation register, pool table registry, clergy registry, volunteer registry, vendor registry, local community information book and hospital codes binders Process and mail In-Patient Satisfaction surveys. Stock, assemble and maintain In-Patient and Out-Patient literature for hospital brochures and patient handbooks. Participates in continuous quality improvement/ program evaluation activities and observes measures to ensure that Hospital, Joint Commission, CARF, and other quality standards and regulations are met. Uses appropriate technique in performing duties to avoid or minimize accidents and injury related to unsafe practice. Proactively seeks information and resources including the Environment of Care Manual, to aid in safe performance of duties to contribute to the RHI culture of safety. Employee is focused on providing customer satisfaction (including, but not limited to, patients, co-workers, visitors, vendors and physicians) as a primary goal/outcome of all interactions; places customer first in the performance of job duties and responds to needs in a timely manner as evidenced by the absence of legitimate customer complaints. Other duties as assigned.


KNOWLEDGE, SKILLS, ABILITIES


Requires working knowledge of Hospital communication equipment and the organization structure in order to properly establish connections and relay incoming calls. Requires knowledge of and ability to initiate emergency procedures. Requires general office practice knowledge and clerical ability. Requires excellent telephone skills and the ability to respond to all calls in a courteous and professional manner as the incumbent is in many instances the first contact the caller has with the Hospital and can easily influence the caller's initial impression of the Hospital. Requires mental alertness to effectively and properly handle procedures and equipment operations for processing calls and information. Requires ability to maintain confidentiality of patient information. Requires excellent interpersonal/social interaction skills and the ability to de-escalate potentially volatile situations. Bilingual capability (Spanish/English) an asset.


EXPERIENCE


Two years of receptionist/customer service experience needed; hospital setting preferred. Switchboard experience is preferred. Proven ability to multi-task.


EDUCATION


At least a High school graduate/equivalent preferred.


HOURS


Rotating schedule Friday 4:00 PM- 8:30 PM and Saturday and Sunday 8:30 AM- 4:30 PM


The Rehabilitation Hospital of Indiana is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, or any other characteristic protected by law.

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