SAH Department Secretary (Call Center)

SUMMARY:

Performs, or manages the performance of, all clerical, information management, scheduling, and office management functions of the Department.

Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another.

In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include:

• Instill Trust and Value Differences
• Patient and Community Focus and Collaborate

KEY RESPONSIBILITIES:

• Ensures that appropriate information is gathered and prepared for reports, meetings, and correspondence for the patients, physicians, department and management staff in an accurate and timely fashion.
• Organizes and maintains workflow patterns, procedures and equipment that streamline the clerical process of the department and provide for maximum efficiency
• As appropriate, actively participates in Departmental &Hospital committees, projects and interviews, maintaining minutes as appropriate.
• Appropriately schedules patients and manages associated information to bring about positive outcomes in volume, revenue, and patient satisfaction.
• Investigates and resolves complaints of patients and physician regarding relevant office functions with minimal supervision.
• Participates in developing and ongoing monitoring of departmental operational and capital budgets for efficient management of office functions.
• Demonstrates ability to analyze situations, track to root cause, and implement shorts and long term solutions.
• Maintains all office and reception areas in an organized, safe and presentable state.
• Ensures that office needs are met with cooperation, flexibility, and patient satisfaction awareness.
• Responds appropriately to all demands for service in the Department, assisting with tasks as assigned by the Manager.
• Completes work assignments within an acceptable time frame.
• Uses time and resources to the best possible advantage for successful completion of job responsibilities.
• Develops and maintains efficient working relationships.
• Is reliable in respect to attendance.
• Is Reliable in respect to punctuality.
• Recognizes the importance of team efforts and partners with others to achieve positive outcomes.
• Is part of a team effort to ensure quality services.
• Offers creative solutions or alternatives to issues or concerns.
• Produces quality results.
• Continually strives to improve the quality of work.
• Accepts responsibility for all work performed and takes appropriate corrective action as needed.

REQUIRED QUALIFICATIONS:

• Is cooperative in interactions, treating customers with courtesy, respect and compassion.
• Is patient when responding to questions and answers questions appropriately.
• Responds to requests in a timely manner.
• Handles interruptions in a skillful way.
• Maintains a professional appearance and demeanor.
• Strives to prevent/resolve customer concerns to the customer's satisfaction.
• Is responsible for ongoing development of his/her work skills through the use of available resources (i.e.: in-services formal educational programs, other work groups and on-the-job training).
• Attends and participates in staff meetings and in-services and/or reviews documentation as required.
• Assists in the orientation of others and actively participates in mentoring.
• Performs analytical and decision making functions with minimal supervision.
• Recognizes and seeks assistance/consultation when appropriate.
• Demonstrates an understanding of relative Hospital and all-departmental policies and procedures including safety issues.
• Possesses awareness of programs/services provided by Hospital and where they are located.

EDUCATION:

• Completion of a two -year program of Secretarial Training or five years experience as a Secretary required
• Associate's Degree in a related field with secretarial experience preferred

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