On-Call and Switchboard Operator I - Good Samaritan PRN - Day/Evening/Nights

Duties and Responsibilities

Essential Functions:

• Answers and manages a high volume of fast paced incoming phone calls. Provides exceptional service and to all internal and external customers by identifying and addressing the need in a professional, positive, and caring manner.
• Safeguards Protected Health Information (PII) and follows HIPPA guidelines.
• Uses computerized phone management software to route incoming and outgoing calls using multiple communication methods between visitors, callers, staff, patients, and patients' families.
• Serves as an answering service for multiple WellSpan Medical Group Practices and Hospital Departments. Maintains on-call lists for Hospital Departments in accordance with Hospital policy.
• Contacts scheduled on-call personnel/provider when needed using appropriate protocol.
• Enters and maintains detailed information on confidential records for patients in various computer systems.
• Relays medical information to the clinical team to allow them to provide exceptional patient care.
• Corresponds with clinical teams and physician via the computer system with necessary patient information.
• Cancels/Schedules Medical Group appointments accurately at the request of the patients following predefined protocol.
• Completes a variety of paging requests per established protocol. Reassigns pagers when requested and ensures pagers are forwarded correctly.
• Verifies that monitoring equipment is always functioning properly.
• Handles and alerts appropriate emergency personnel for Code & Emergency calls such as heart arrests, trauma, disaster and fire following established procedures and protocols.
• Utilizes various on-line resources to locate public information to assist helping callers with requests/inquiries.

Common Expectations:

• Maintains established policies and procedures, objectives, quality assessment and safety standards.
• Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation.
• Participates in educational programs and staff meetings required for the department. Completes required annual training.
• Other duties as assigned