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Message Center Operator 2

3 months ago

Pensacola, United States West Florida Medical Center Clinic PA Full time
Job DescriptionJob DescriptionDescription:

SHIFT HOURS

36 hours per week

  • Wednesday 7am - 1pm
  • Thursday 7am - 1pm
  • Friday 7am - 7pm
  • Saturday 7am - 7pm

JOB SUMMARY


Doctors Call Center (DCC) is responsible for routing calls through the tower and satellites 24 hours per day, 7 days per week. This department is also an answering service that answers for MCC Physicians as well as out sourced clients. This position is responsible for day-to-day operations of Doctors Call Center.


ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Answer incoming calls accurately and efficiently; this includes transferring to Physicians offices and specified departments, paging Physicians and/or staff members, giving directions and limited information, and answering general questions (office hours, clinic locations and phone numbers).
  • Placing outgoing calls for Physicians and staff members; this includes calling outside physicians, hospitals and facilities, pharmacies and patients.
  • Responsible for contacting Physicians for hospital floors, patient calls and emergency situations. Responsible for utilizing all avenues to reach Physicians and staff; this includes calling offices, paging through in-house paging system and/or outside paging services, calling residential and/or cell phones.
  • Triaging and dispatching emergency calls regarding Codes (MRT’s, Code 3, Code Pink and Elevators) according to established policies and procedures.
  • Prioritizing calls and verifying the proper calls (traumas, codes, ER and stats)
  • Properly keeping and filing documentation (which is stored for 10 years); this includes AM sheets, tickets, etc.
  • Filing Meditech (consults, admits, discharges, courtesy notifications), notifying Physicians of consults after hours, printing Physicians rounds reports, attach all Meditech info to Physicians rounds reports in the AM
  • Knowledge of Physicians specialties and their department’s rules and procedures regarding such issues as call and consult rules.
  • Monitoring all alarms for main building, ASC, and Satellites; this includes security cameras, fire panel, chiller light, elevator panel and calls from Panhandle.
  • Responsible for maintaining Physician, employee and patient confidentiality.
  • Must have working knowledge of equipment used on daily basis (computers, multi-line phone, copier and fax machine)
  • Assist with updating and maintaining of contact information, demographics and department procedure as needed.
  • Responsible for completing the AM sheets daily for use by the Call Center Team.

CORPORATE CULTURE RESPONSIBILITIES

  • Follow established corporate and department-specific policies and procedures.
  • Attend all corporate and department-specific required training.
  • Uphold MCC’s Purpose, Values, and Vision.
  • bide by MCC’s Corporate Culture Responsibilities.
  • Perform other duties as may be assigned cheerfully and willingly.
Requirements:

EDUCATION/EXPERIENCE REQUIREMENTS

  • Minimum education requirement is high school diploma or GED.
  • Minimum of 1 years’ experience working in a call center environment.

KNOWLEDGE, SKILLS AND ABILITIES

  • Displays customer services skills, strong interpersonal skills, close attention to detail, and excellent verbal and written communication skills.
  • Be a person of integrity and character, willing to embrace change and make a positive impact in the lives of patients and co-workers.
  • Ability to work with staff members at all levels of the organization in a cooperative, team-oriented manner.
  • Displays computer proficiency and ability to quickly learn new applications.
  • Proficient in use of English language both in written and verbal communication.
  • Must be able to communicate with individuals of varying socio-economic backgrounds.
  • Displays ability of giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Professional demeanor and recognition of privacy considerations for patients and families.
  • Must be responsible, dependable and have good organizational skills
  • Must be able to efficiently communicate with co-workers, Physicians, employees and patients over the phone and in person.
  • Be willing to learn new equipment and processes quickly
  • Be a self-motivated team player
  • Desired ability to effectively multi-task and have strong analytical skills.
  • Ability to generate ideas to make existing processes more efficient
  • Ability to make complex decisions with minimal supervision
  • Must be able to easily adapt to change
  • Ability to remain calm and make critical decisions during stressful situations.

PHYSICAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

  • Strength (Lift/Carry/Push/Pull): Sedentary (exerting up to 10 pounds of force occasionally)
  • Standing/Walking: Occasionally; activity exists up to 1/4 of the time
  • Keyboarding/Dexterity: Frequently; activity exists from ¾ of the time
  • Ability to look at a computer screen for extended periods.
  • Ability to perform constant repetitive hands and finger motions.
  • Ability to work in various positions (sitting, bending, and reaching) for extended periods of time.
  • Talking (Must be able to effectively communicate verbally): Yes
  • Seeing: Yes
  • Hearing: Yes

EMOTIONAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

  • Must exhibit stable work behaviors daily.
  • Must possess adequate individual coping skills.
  • Ability to remain calm and professional regardless of workload or time constraints.
  • Must be able to work under stress and remain calm and professional.

WORK ENVIRONMENT

  • Call Center/Dispatch office environment.
  • Exposed to frequent and constant interruptions in daily functions/schedule.
  • Must be available to customers and staff throughout the day.
  • May be required to work extended hours to meet department needs.