Telecommunications Representative - Access Center - Egg Harbor Township

The telecommunications representative processes incoming and outgoing calls for both AtlantiCare Regional Medical Center campuses in addition to directing callers for the other AtlantiCare entities. This position provides prompt and courteous service, while adhering to company/department procedures. The telecommunications representative are responsible for initiating all codes and traumas and for announcing all emergencies, such as MET calls and notifying the Stroke team. In addition, they are responsible for monitoring several alarm systems for the Mainland Campus, such as the fire panel, medical gas alarms, panic alarms and the CHEMPACK alarm. They are required to notify and report to the proper people/authorities and log in our Code Book. The staff is also responsible for maintaining an on-call schedule book for various ARMC departments. The Telecommunication staff calls in the staff when requested by the appropriate person. The staff assists patients with their needs. They must be able to instruct and explain the patient phone activation process. Assists all customers that require personal assistance in either with the patient phone activation system (UTC) or dialing calls for them.

This position supports organizational goals by providing quality customer service, participating in performance improvement efforts and demonstrating a commitment to teamwork and cooperation.

QUALIFICATIONS

• EDUCATION: High school diploma or equivalent required.
• EXPERIENCE: Experience preferred, but not required. Some knowledge of computers is helpful; basic knowledge of the keyboard. Must have pleasant speaking voice and be able to work under busy conditions.

PERFORMANCE EXPECTATIONS

Demonstrates ability to appropriately and accurately process calls:

• Answers console promptly in accordance with departmental standards.
• Identifies themselves when answering the console by saying their name.
• Maintains a courteous and professional manner at all times.
• Keeps the caller informed of actions when not connected immediately.
• Assists all callers needing help in making calls.
• Instructs patients on how to activate their phone and the procedure for making calls.
• Able to instruct users on basic phone features.

Follows the appropriate procedures for all codes, traumas and alarms:

• Answers emergency phone immediately.
• Pages event overhead and/or activates pagers before taking another call on console.
• Logs event in Code Book.

Shift Duties

Day shift:

• Performs daily test of trauma pagers.
• Prints patient census from STAR.
• Writes daily residents on appropriate marker board.
• Records TV/telephone repairs in the appropriate repair log.
• Follows correct procedure when calling in on-call personnel.
• Records all changes to the department on-call schedules correctly.
• Keeps work area and equipment clean.

Evening shift:

• Performs daily test of trauma pagers.
• Records TV/telephone repairs in the appropriate repair log.
• Follows correct procedure when calling in on-call personnel.
• Records all changes to the department on-call schedules correctly.
• Keeps work area and equipment clean.

Night shift:

• Records refrigerator temperature.
• Tests emergency phones.
• Checks alarm panels.
• Prepares daily on-call schedule.
• Follows correct procedure when calling in on-call personnel.
• Prepares meeting schedule.
• Reviews notes on marker boards and removes old information; cleans weekly.
• Records TV/telephone repairs in the appropriate repair log.
• Keeps work area and equipment clean.

Hospital and Department Values and Objectives:

• Demonstrates the ability to be punctual and ready to work at designated time at start of shift and return from breaks. Adheres to the organization's attendance policy.
• Continuously follows appropriate procedures for lunch period, breaks and no smoking policy.
• Consistently uses own initiative to keep work area and equipment clean and neat.
• Continuously cooperates with manager and adjusts schedule to help with staff shortages.
• Attends mandatory in-service programs and staff meetings.
• Consistently strives to be a productive member of the institution and always puts time to good use.
• Consistently maintains a clean, well-groomed appearance and follows department policy.

Communications/Customer Service

• Continuously displays a courteous, helpful and professional attitude.
• Provides accurate information in a concise, timely and informative manner.
• Places particular emphasis on patient confidentiality.
• Continuously uses discretion in discussing patient/hospital or department matters.
• Refrains from gossip.
• Performs other duties as assigned.

WORK ENVIRONMENT
Potential for exposure to the hazards and risk of the hospital environment, including exposure to infectious disease, hazardous substances and potential injury. Must be able to sit in a confined area for eight-hour shifts.

Essential functions of this position are listed on the department-specific Assessment and Evaluation Tool.

REPORTING RELATIONSHIP
This position reports to the Telecommunications Director.

The above statement reflects the general details considered necessary to describe the principal functions of the job as identified and shall not be considered as a detailed description of all work requirements that may be inherent in the position.