Patient Access Operator - PRN

Wilson Health is looking for a PRN - Operator for our Patient Access Department location in Sidney, Ohio (North Dayton, Ohio) area.

Key Perks and Benefits:

• Pay (Shift Differential, Weekend Differential, Holiday Pay, and Direct Deposit)
• Retirement (Defined Contribution, Employer Contribution, Employer Match (no waiting period), and Various Investment Options)
• Free access to an on-site gym, available 24/7, making it easy to prioritize your health and wellness before or after your shift.
• Employees receive a 10% discount on food and beverages at the Wilson Cafeteria, Coffee Bar and Micro Mart.

At Wilson Health, our mission is to improve the health and wellness of our communities by delivering compassionate, quality care. We are committed to making a difference for our neighbors, friends, and family and our vision is to be a trusted, nationally-recognized leader of innovative, collaborative community health.

Employment Status: PRN

Position Reports To: Director of Patient Access

Position Summary:

The PRN Operator provides essential communication support for Wilson Health by managing incoming and outgoing calls, operating the hospital switchboard system, and responding to emergency code notifications. Wilson Health Operators provide 24/7 coverage, ensuring accurate and timely communication for patients, visitors, physicians, and hospital staff.

This position is primarily utilized to provide coverage for vacations, staffing needs, and departmental support across all shifts.

The ideal candidate will be flexible and available to work at least two of the three available shifts listed below:

• First Shift: 7:30 a.m. - 3:30 p.m.
• Second Shift: 3:30 p.m. - 11:30 p.m.
• Third Shift: 11:30 p.m. - 7:30 a.m.

Scheduled hours may vary based on departmental needs. Additional availability may be required for weekends, holidays, and coverage needs.

Under the direction of the Operations Center Coordinator, the Operations Center Technician serves as the hospital''s central communications resource by efficiently managing incoming and outgoing communications, emergency notifications, and hospital-wide paging systems. This position operates the Cisco Switchboard Console by telephone and computer application, monitors alarm and code panels, coordinates emergency communications, maintains accurate records and logs, and provides exceptional customer service to patients, visitors, physicians, and staff.

The Operations Center Technician must demonstrate the ability to multitask in a fast-paced environment while maintaining professionalism, accuracy, confidentiality, and composure during routine and emergency situations.

Essential Duties and Responsibilities:

(Other duties may be assigned.)

Manage Internal and External Communications

• Operate the Cisco Switchboard Console using phone systems and computer applications, including answering, transferring, holding, parking, and routing calls appropriately.
• Answer incoming calls promptly, professionally, and accurately while providing exceptional customer service.
• Transfer calls to the appropriate departments, physicians, or staff members while ensuring accuracy and efficiency.
• Manage multiple priorities simultaneously, including incoming calls, emergency notifications, overhead pages, and alarm system activity.
• Maintain professionalism and composure when handling high-volume call situations.

Perform Hospital Paging and Communication Responsibilities

• Execute accurate overhead announcements following established procedures.
• Send messages through appropriate communication methods, including overhead paging, Outlook/text notifications, Cortex, email, and other communication platforms.
• Ensure all communication is clear, accurate, timely, and appropriate for the situation.
• Maintain effective communication with physicians, hospital leadership, departments, and clinical staff.

Respond to Emergency Situations and Alarm Systems

• Monitor alarm panels and respond appropriately to emergency notifications.

• Recognize and execute established procedures for all emergency codes, including but not limited to:

• CareFlight

• Trauma alerts

• Panic alarms

• Code Adams

• Fire emergencies

• Disaster events

• Active shooter situations

• Other emergency response procedures

• Accurately interpret the Simplex Annunciator Panel and identify activated alarms or emergency signals.

• Announce emergency situations clearly, calmly, and professionally while following established protocols.

• Participate in scheduled emergency drills and demonstrate competency in assigned responsibilities.

Maintain Records and Department Documentation

• Maintain accurate and legible call logs, page answer logs, and departmental records.

• Document daily events, occurrences, and important information for communication between shifts and departments.

• Maintain and update department reference materials, including:

• Emergency code information

• Phone directories

• Fax information

• Physician contact information

• Call schedules and manuals

• Other operational documents

• Accurately review physician monthly call schedules and complete call lists as required.

Operate Computer Systems and Equipment

• Utilize computer systems and peripheral equipment necessary to complete daily operational responsibilities.
• Demonstrate basic computer skills, including opening, processing, executing, and closing assigned applications.
• Learn and adapt to new technology, communication devices, alarm systems, and department procedures.
• Demonstrate the ability to operate equipment such as computers, paging devices, printers, and related communication systems.

Demonstrate Professional Communication and Customer Service

• Maintain strict confidentiality regarding patient information and hospital operations both during and outside of work hours.
• Provide courteous and professional service to all callers, including patients, families, physicians, employees, and visitors.
• Maintain positive working relationships with physicians, leadership, and hospital staff.
• Represent Wilson Health with professionalism, integrity, respect, and excellence.

Qualifications - Patient Access Operations Specialist

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skills, and abilities required for this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

• Previous operator, switchboard, or high-volume telephone system experience preferred.
• Minimum of one (1) year of related healthcare, customer service, administrative, registration, scheduling, or patient access experience required.
• Previous experience working in a healthcare environment preferred.
• Equivalent combination of education, training, and experience may be considered.
• High school diploma or general education degree (GED) required.

Mission & Vision & Values:

• Improve the health and wellness of the community by delivering compassionate, quality care.
• Be a trusted, nationally-recognized leader of innovative, collaborative, community health.
• A.S.P.I.R.E - Always serve with professionalism, integrity, respect, and excellence.

EOE (Equal Opportunity Employer)