1. Education: High School graduate or equivalent. Medical terminology preferred. A Communications Representative (CR) must become certified in all Communications Services functions within 1 year of their date of hire.
2. Training and Experience: Must be able to accurately type 25-30 words per minute and pass a clerical examination. After training, must pass internal examinations to demonstrate mastery of telecommunications switchboard and information desk computer applications. Previous experience in telecommunication switchboard, customer service and/or physician’s office preferred.
3. Job Knowledge: After training, must pass internal certification examinations to demonstrate understanding of communications overall competencies.
4. Safety Sensitive: NO
In the interest of protecting the health and safety of all patients, associates, and guests, Unity Health has classified some positions as “safety sensitive.” A “safety sensitive” position is any job position in which impaired performance could result in harm to the health and/or safety of self or others. Any associate that is actively engaged in the use of medical marijuana, even if in possession of a valid medical marijuana card, will be excluded from employment in a “safety sensitive” position.
DESCRIPTION:
The Communications Representative (CR) is the fully cross-functional level of the Communications career path. The CR performs basic functions as outlined below:
Performs all communications and Information Desk functions as well as Patient check-in and discharge functions. Provides general information to hospital users, patients and families. Assists in up-front collections activities. Provides excellent patient focused customer service. Communicates effectively to service delivery areas to maximize patient flow and customer service. Ensures orderly operation of switchboard and information desk functions through execution and delegation of work assignments.
The CRL has strong skills in all patient-facing functions, which include:
• Hospital Operator/Switchboard Functions
• Guest Services
• Up-Front Collections
• Emergency Department “Quick ER” Check-In • Outpatient “Express Check-In
• Outpatient Surgery & Special Procedure Check-In and Discharge
• Information Desk
Physical Effort: Sitting 3-4 hours; standing 3-4 hours; walking 3-4 hours. Moderate lifting of 20-25 pounds, 1-10 times per day. Moderate bending, squatting and kneeling. Frequent fine motor movement with both hands. Manual dexterity to utilize computer. Good visual and hearing discrimination. Moderate lack of control over pace of work and high level of interaction with patients and employees throughout the work day.
Mental Effort:
a. Strong verbal communication skills
b. Detail Orientation
c. Good deductive reasoning
d. Good with public; empathy for patients
e. Collaborates with others; strong team builder
f. Accepts authority and follows instructions well