Telecommunications Representative - Access Center

Must have basic phone and computer skills (email, texting, etc.)

POSITION SUMMARY

The Telecommunications Representative plays a critical communication role, processing a high volume of in-coming and out-going telephone calls for both AtlantiCare Regional Medical Center Campuses, and the Hammonton Satellite Emergency Department. They also direct callers for various other AtlantiCare locations, as needed. Additionally, telecommunications representatives are responsible for initiating all emergency codes, traumas and announcing all emergencies such as MET calls and notifying the Stroke team. They manage and forward STAT and routine consults to the rounding, on-call provider. This position also functions as an after-hours answering service, managing emergency pages and ensuring accurate and efficient escalation of critical issues to on-call triage staff. This role is required to maintain accurate and up to date logs, reference and update Manilla On-Call and web-exchange; providing prompt notification to on-call staff and subsequent documentation.

This position supports organizational strategic goals by providing quality customer service, participating in performance improvement efforts and demonstrating a commitment to team work and cooperation.

QUALIFICATIONS

• Must have basic phone and computer skills (email, texting, etc.)

• Demonstrates the ability to be punctual and ready to work at scheduled time – both at start of shifts and when returning from breaks.

• Must be able to work nights, weekends and holidays.

• Maintains consistent attendance, as it is critical to the success of 24/7 operations and the fulfillment of responsibilities.

• Adheres to AtlantiCare’s attendance policy. • Consistently uses own initiative to keep work area and equipment clean and neat.

• Excellent customer service - high-quality communication with both internal and external callers.

• Possesses maturity in judgement and throughout all interactions.

• Participates in performance improvement initiatives and demonstrates a commitment to teamwork.

• Maintains a courteous, helpful and professional manner at all times.

• Consistently maintains a clean, well-groomed appearance and follows department dress code policy.

• Continuously uses discretion during interactions to maintain a high level of confidentiality.

• Accuracy and attention to detail when connecting calls and maintaining logs.

• Ability to multi-task and adapt well to change.

EDUCATION:

LICENSE/CERTIFICATION:

None Required

EXPERIENCE:

PERFORMANCE EXPECTATIONS

• Answers and handles incoming calls promptly, and in accordance with departmental standards. • Places out-bound calls on behalf of internal callers as appropriate.

• Provides accurate information in a concise, timely and informative manner. • Instruct internal callers on basic phone usage when needed.

• Follows the required procedures for prioritizing all emergency codes, traumas and alarms, which includes providing an immediate response.

• Evaluates incoming critical lab and critical radiology results to properly route to on-call providers. • Completes a variety of shift duties as assigned. Including but not limited to: Daily tests of trauma pagers, generating and filing patient censuses, maintaining logs and tracking/documenting on-call schedules. • Attend mandatory in-service programs and staff meetings.

• Completes training programs (classroom and/or virtual) as assigned.

• Directs both STAT and routine consults to the rounding, on-call providers.

• Contacts on-call nurse triage appropriately as part of provider after hours answering service.

• Enacts proper downtime procedures to maintain communication functionality during any unexpected system outages.

WORK ENVIRONMENT

Must be able to sit in an indoor, confined area for long periods of time.

Must be able to handle a high level of responsibility in a fast-paced environment.

Essential functions of this position are listed on the department specific Assessment and Evaluation Tool.

REPORTING RELATIONSHIP

This position reports to the Access Center Supervisor.

The above statements reflect the general details considered necessary to describe the principle functions of the job as identified and shall not be considered as a detailed description of all work requirements that may be inherent in the position.