Communication Skills, Community Support, Computer Skills, Customer Support/Service, Healthcare, Hospital, Hospitality and Tourism, Life Safety Systems, Maintain Compliance, Medical Records, Microsoft Excel, Microsoft Outlook, Microsoft Word, Nonprofit, Nursing, On Call, Outpatient Care, Portuguese Language, Safety Codes, Safety Systems, Security Equipment, Spanish Language, Telephone Skills, Time Management
Description
Northwell is the largest not-for-profit health system in the Northeast, serving residents of New York and Connecticut with 28 hospitals, more than 1,000 outpatient facilities, 22,000 nurses and over 20,000 physicians. Northwell cares for more than three million people annually in the New York metro area, including Long Island, the Hudson Valley, Connecticut and beyond, thanks to philanthropic support from our communities. Northwell is New York State’s largest private employer with over 104,000 employees — including members of Northwell Health Physician Partners — who are working to change health care for the better.
Summary:
Answers and routes incoming calls to the hospital's main number, emergency lines and patient information lines. Demonstrates service excellence by providing accurate information regarding the Hospital, its patients and staff while ensuring adherence to all Hospital policies and procedures, especially those regarding privacy and confidentiality. Assist in maintaining up-to-date computerized databases and on-call schedules in a timely fashion. Exhibits strong customer service and telephone skills.
Responsibilities:
1. Answers main number and patient information calls in a timely fashion, exhibiting strong customer service skill resulting in service excellence for the caller.
2. Implements code protocols accurately as it is written in the department Policy and Procedure Manual. Demonstrates clear understanding, knowledge and proficiency in handling emergencies. Responsible for carrying out proper activation procedures using Vocera, computerized phone and paging systems for life safety codes that occur in any Nuvance location.
3. Monitors all emergency devices and alarm systems and notifies the appropriate personnel when activated. Documents accurately and timely utilizing the appropriate log books/sheets and incident reports for all Emergency alarms. Responsible for maintaining contact with Engineering and/or Security department at all times. Notifies EVS or Engineering of any telephone or TV issues and concerns in patient rooms.
4.Maintains up-to-date databases and on-call schedules to provide requested information accurately and efficiently.
5.Demonstrates a courteous and friendly manner when assisting callers adhering to the Hospital's policies regarding professionalism and respect. Maintains composure when faced with difficult or stressful situations.
6. Document and maintain code logs in Excel spreadsheets.
7. Participates in establishment and achievement of department goals
8. Demonstrates willingness to assist co-workers and/or to accept additional assignments as requested to support the department's efficiency as observed by the supervisor.
9. Establish and maintain efficient working relationships with supervisor, coworkers and the customers.
10. Maintain and Model Nuvance Health Values.
11. Demonstrates regular, reliable and predictable attendance.
12. Performs other duties as required.
Education Skills Experience:
HS Graduate or Equivalent
Minimum of 6 months’ switchboard, direct customer service or guest services position
Strong computer skills, including Word, Excel and Outlook. Ability to communicate in Spanish and/or Portuguese a plus.
Company: Vassar Brothers Medical Center
Org Unit: 1841
Department: Telephone Operators
Exempt: No
Salary Range: $17.00 - $21.00 Hourly