Location: Kent Campus Hospital

Status: Part Time 32 Hours

Shift: Weekends

General Summary:

Provides professional handling of all incoming calls for Bayhealth hospitals and the Bayhealth Physician Answering Service. Requires excellent customer service skills in a fast-paced environment with the ability to utilize computer automation to provide service.

Responsibilities:

1. Process all incoming calls, interpreting and determining callers’ needs. a. Assist patients, staff, and physicians making local and long distances calls, and calls within the facility and to physician offices. b. Requires knowledge of major functions and general information of all departments and offices throughout KGH, MMH, satellite facilities and Bayhealth services available to the community.
2. Exhibit excellent interpersonal skills with customers, patients, co-workers and physicians. Use appropriate greetings and be professional at all times.
3. Knowledge of basic computer skills to perform routine office duties. These duties include: the proficient use of Bayhealth’s call processing system, telephony equipment (phones, fax machines, etc.) and paging duties. Additional responsibilities may include messaging to physicians on the Bayhealth Answering Service, report generation, backing up systems and re-addressing patient mail. Demonstrates proper handling of codes when necessary using proper protocols.
4. Provide numeric, alpha-numeric and overhead paging to reach physicians and staff. a. Program replacement pagers when needed. b. Complete overhead paging for requests such as meeting announcements, system emergencies and other appropriate information.
5. Thoroughly familiar with bomb threat and disaster policies and the handling of such calls. a. Deal with callers who may be irrational in an appropriate manner. b. Integral part of Disaster Preparedness Plan, initiating phone calls to physicians and key personnel and providing support throughout duration. c. Knowledge and competency in handling emergency codes when necessary.
6. Follow established protocol for the continual updating of on-call schedules for various departments and physician offices. Maintain schedules and hardcopy in case of computer failure.
7. Be an active contributing team member within the department and hospital. Attend staff meetings, suggest service improvements and assist in the training and orientation of new operators.
8. All other duties as assigned within the scope and range of job responsibilities

Required Education, Credential(s) and Experience:

• Education: No Education
  ;
  ;
• Credential(s): ;
• Experience: Preferred: 6 months prior call center, communication center or switchboard experience. Prior relevant work experience in a hospital environment and/or experience in a customer service related field.

Preferred Education, Credential(s) and Experience:

• Education: Certificate Program
  Office Administration
• Credential(s):
• Experience:

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