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Communications Clerk

4 months ago

Largo, United States University of Maryland Medical System Full time

**Company Description**
Located in Largo in the heart of Prince George’s County, our new state-of-the-art regional medical center (UM Capital Region Medical Center) will provide improved access to primary and ambulatory care services, and serve as a tertiary care center for critically ill patients. In addition, our new space will allow us to expand our offerings as a community partner to help improve the health status of Prince George’s County residents.
**Job Description** P**OSITION SUMMARY**

Under the supervision of the Assistant Director, Communications, the Communications Clerk answers incoming calls and promptly transfers calls to requested department or provides requested service. A key responsibility is to respond to and act upon the communication needs for emergency codes and provide a positive customer experience to everyone. Operates various telecommunications equipment including: Intellidesk, ACD, Medical Emergency Code telephones, and other emergency service requests. Provides paging services and location systems as well as maintains on call schedules according to established policies and protocols.

**P**r**incipal Duties**:Switchboard**

1. Operates central answering telephone equipment. Answers incoming calls, and promptly transfers calls or provides requested service according to departmental procedure.

2. Provides telephone paging services for physicians and other designated personnel according to departmental procedure.

3. Receives and promptly delivers messages which have a medical urgency or necessity to Physicians, Residents, Staff and Patients according to departmental procedure.

4. Answers fire, emergency, or medical emergency calls, activates paging, fax, text messages, desk top notification and overhead alerts according to departmental policy and procedures; calls affected department to get specific information including exact location of emergency in order to contact the appropriate emergency service. Ensures that appropriate Code teams respond to emergency calls.

5. Maintains logs of, all emergency calls. Records date, time, caller, and operator responsible for activating emergency call protocol..

6. Uses Siemens query patient information and provides information to public according to departmental procedures and HIPAA guidelines.

7. Performs data entry of changes in department numbers, pager numbers, and medical and surgical schedules.

8. Performs monthly Test Pages according to departmental policy and procedure

9. Reports all system malfunctions immediately to appropriate personnel, vendors and management

10. Monitors and makes daily changes to on-call schedule for medical staff, AOC, PA’s, ICU consults, Respiratory, Cath Lab (Stemi), OR, Ortho attending, Vascular lab, Psychiatrist, Echo Techs, Dialysis, Biomedical Engineering and Interventional Radiology.

11. Makes appointments for patients in need of **_translation services _**for admissions, hospital stays, discharges, legal, Human Resources, outpatient service and all other stakeholders

12. Monitors fire alarm system in conjunction with Clinical Engineering

13. Contacts clergy at the request of patient, family or nursing unit

14. Monitors Huggs security system

15. Proctors new hires

**P**r**incipal Duties**:Information Desk (Guest services)**

1. Greet visitors to the hospital

2. Patient look-up

3. Provides “way finding “

4. Answers Information line as well as transfer calls to appropriate patient room

5. Directs “outpatients” to patient access for registration

6. Notifies transporter to provide wheelchair services to visitors and patients

7. Assists visitors with public transportation access

8. Activates alerts for Regulatory agency unannounced visits

9. Maintains clergy log and validates clergy parking passes

10. Answers guest, staff and patients questions or directs to the appropriate personnel when necessary.

**Customer Service**:
1. Greets customers in courteous, friendly, respectful and professional manner at all times, including maintaining eye contact when appropriate.

2. Follows communication protocols to both internal and external customers, including introducing him/herself with job title and experience, asking open ended questions, such as “How may I be of help to you?” using the customer’s name as soon as it is learned.

3. Responds promptly and appropriately to customer questions/concerns/complaints and attempts immediate resolution.

4. Keeps customer’s information confidential, including public places such as elevators or the cafeteria.

5. Provides assistance and offers help immediately, including finding someone else to meet the request, if unable to do so him/herself. Introduce other staff to customers when a hand-off occurs and explain that the person will provide excellent service.

6. Demonstrates commitment to excellent service recovery when a customer’s expectations have not been met.

**Commitment to Co-Workers**:
1. Offers assistance to colleagues