Communications center coordinator ii

• Receives telephone calls and processes pages for physician and hospital staff members
• Handles and makes emergency and informational overhead announcements
• Receives telephone calls and processes patient information and clinical directory assistance
• Participate in weekend on-call responsibilities to ensure coverage of all weekend shifts
• Has direct patient contact when replacing patient phone equipment
• Handles all emergency alarms and codes for critical patient care issues
• Acts as after-hours answering service as contracted
• Participate in on-call change responsibilities as needed to assure 24/7 coverage
• Troubleshoot and program pager accounts and group pager listings
• Handle incoming patient information requests-using complex thinking and problem-solving skills
• independently answer, triage and route phone calls related to patient information
• Monitors emergency STAT line and reacts immediately to incoming alarms
• Guides caller to calmly provide detailed information for emergency and its location
• Accurately pages out STAT page to correct group pager and clearly states the location and specific issue with an overhead page
• Navigates difficult requests for patients with restricted visitor access
• Informs callers of SMH policy and independently determines appropriate next steps based on individual situations
• Handles sensitive patient information in accordance with HIPAA standards
• Utilizes independent judgment to determine when situations warrant escalation to Department Management, Administrator On-Call, Security, and/or Public Relations
• Connects calls to patients, units, and hospital departments
• Accurately and efficiently uses appropriate business systems and/or software to navigate, interpret and analyze, report, troubleshoot, record information, and documents problem resolutions
• Provides after-hours answering service for multiple departments, accurately gathering information specific to each department protocol
• De-escalates situations involving dissatisfied customers, offering patient assistance and support
• Monitors nurse call panel and responds immediately to incoming alarms
• Quickly and accurately pages appropriate emergency response team through the paging system
• Assists in training new Communications Center staff in job functions, hospital protocols, departmental protocols, and communications center policies and procedures
• Assists staff by providing over-the-phone guidance in use of the automated page system
• Places emergency medical tones and overhead pages via appropriate devices
• Performs disaster and emergency procedures and protocols
• Updates office procedures/protocols in paging system, resource books, and manuals
• Converts computerized automated systems to back-up system, as needed, during downtime, and makes necessary notifications
• Provides specialized telephone equipment for inpatients with special needs
• Troubleshoots equipment problems, files problem report, and makes necessary contacts for resolution
• Researches and resolves paging issues which may impact or delay patient care
• Completes fast and accurate keyboard data entry
• Processes pages as directed on a computer-based paging system
• Updates patient status and conditions
• Makes on-call schedule changes in the paging database and updates departmental hard copies
• Verifies and updates patient status for the patient census/directory
• Other duties as assigned

• High School Diploma (required)
• 2-5 years hospital and/or call center and/ or customer service experience or equivalent combination of education and experience (preferred)
• Ability to work as a team
• Proficiency with Microsoft office computer skills
• Strong communications, listening and customer service skills
• Ability to handle a large volume of calls and work under pressure
• Excellent interpersonal skills
• Ability to expedite incoming calls to adhere to department phone statistical expectations

Communications or Business Degree (preferred)