Communication Specialist-Switchboard

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Job Overview

Overview

The Communication Specialist is responsible for providing courteous, prompt and effective operator services, paging functions, public address paging, monitoring and reporting for emergency systems, as well as release of proper patient information. This position uses radios, telephones and computer equipment.

Why UnityPoint Health? 

Commitment to our Team – We’ve been named a Top 150 Place to Work in Healthcare 2022 by Becker’s Healthcare for our commitment to our team members. 
Culture – At UnityPoint Health, you Come for a fulfilling career and experience a culture guided by uncompromising values and unwavering belief in doing what's right for the people we serve. 
Benefits – Our competitive Total Rewards program offers benefits options that align with your needs and priorities, no matter what life stage you’re in. 
Diversity, Equity and Inclusion Commitment – We’re committed to ensuring you have a voice that is heard regardless of role, race, gender, religion, or sexual orientation. 
Development – We believe equipping you with support and development opportunities is an essential part of delivering a remarkable employment experience. 
Community Involvement – Be an essential part of our core purpose—to improve the health of the people and communities we serve.

Visit us at UnityPoint.org/careers to hear more from our team members about why UnityPoint Health is a great place to work. https://dayinthelife.unitypoint.org/  

Responsibilities

Switchboard

Provides friendly, courteous and responsive service to customers – physicians, patients, hospital associates, co-workers and/or any callers.
Deals with complex situations, including potentially upset patients, family members, physicians and/or staff.
Determines emergency response requirements and notifies appropriate staff/leadership
Maintains general knowledge of the location of all hospital departments, elevators, parking lots, outside clinics, and area physicians in order to give directions over the phone.
Maintains general knowledge of who oversees hospital departments and how to contact them.
Uses hospital directory and hospital-related community resources in order to help callers.
Uses electronic medical record system (EPIC) and house census to assist patients and visitors.
Looks up patient information quickly and accurately.
Purposefully conducts all aspects of the job in an ethical manner in support of the hospital’s commitment to ethical behavior in all areas of personal and professional activity.
Performs other duties as needed.

Basic UPH Performance Criteria

Demonstrates the UnityPoint Health Values and Standards of Behaviors as well as adheres to policies and procedures and safety guidelines.
Demonstrates ability to meet business needs of department with regular, reliable attendance.
Employee maintains current licenses and/or certifications required for the position.
Practices and reflects knowledge of HIPAA, JCAHO, DNV, OSHA and other federal/state regulatory agencies guiding healthcare.
Completes all annual education and competency requirements within the calendar year. Is knowledgeable of hospital and department compliance requirements for federally funded healthcare programs (e.g. Medicare and Medicaid) regarding fraud, waste and abuse. Brings any questions or concerns regarding compliance to the immediate attention of hospital administrative staff. Takes appropriate action on concerns reported by department staff related to compliance.

Qualifications

Minimum Requirements

Identify items that are minimally required to perform the essential functions of this position.

Preferred or Specialized

Not required to perform the essential functions of the position.

Education:

High School diploma or GED

Experience:

Previous medical experience or experience as a telephone/switchboard operator

License(s)/Certification(s):

Valid driver’s license when driving any vehicle for work-related reasons.

Knowledge/Skills/Abilities:

· Effective organization and time management skills

· Familiar with/ability to use general office equipment:

o Multi-line Telephone system

o Copy Machine

o Fax Machine

o Printers and Scanners

o Windows-based computers

· Ability to manage multiple tasks

· Strong attention to detail

· Ability to communicate well verbally and with a variety of persons.

· Problem solving and critical thinking skills

· Ability to react quickly to emergent situations and remain calm.

· Knowledge of medical procedures, testing and preparation

· Knowledge of medical terminology

Other:

Use of usual and customary equipment used to perform essential functions of the position.

Area of Interest: Administrative and Clerical;
FTE/Hours per pay period: .01;
Department: Telecommunications;
Shift: PRN, as needed. You will be required to work (1) 8 or 12 hour shift per month, (2) weekends per year and (1) holiday per year.;
Job ID: 147719;