<p>Responsibilities & Requirements</p> <p>Job Responsibilities:</p> <ul> <li>Answer and complete telephone, pager and other communications efficiently </li><li>Adhering to hospital and departmental policies and procedures for eight hospital facilities, Kettering Behavioral Health, stand-alone Emergency Centers and KHN affiliates. </li><li>Maintain appropriate communication links with the department manager, co-workers, physicians, and other hospital personnel, as well as demonstrate effective communication with outside callers (patients, patients' families, and other members of the community) with excellent customer service skills. </li><li>Initiates and follows-through on emergency/clinical code procedures and emergency/clinical group paging to help ensure the safety of our patients, visitors and staff. </li><li>Ensures accurate and timely communication and follow-up to providers for KHMG answering service calls. </li><li>Must be available to work varied shifts (1st, 2nd, 3rd on occasion). </li><li>Must be available to work weekends (Friday, Saturday, Sunday). Performs other duties as assigned. </li></ul> <p>Job Requirements:</p> <ul> <li>High school diploma or equivalent required. </li><li>A minimum of 3 years of healthcare-centered customer service and telephone operator or call center experience are required. </li></ul> <p>Preferred Qualifications</p> <p>Skills:</p> <ul> <li>Strong spoken and written communication. </li><li>Strong listening skills. </li><li>Excellent customer service. </li><li>Attention to detail, with the ability to follow verbal or written directions precisely. These include call transfer, code, and provider paging protocols and call scripting. </li><li>Skilled in computer operations with the ability to work with multiple computer software programs. </li><li>Ability to multi-task and perform well under pressure, in a fast-paced environment, demonstrating flexibility and excellent decision-making skills. </li><li>Ability to problem-solve and work independently. </li><li>Ability to handle, monitor, and follow up on calls with emergent situations related to patient care that may be challenging in nature with efficiency. </li><li>Ability to use discretion and good judgement when receiving sensitive HIPAA related information from callers. </li></ul> <p>New Hire/Annual Competencies</p> <ul> <li>How does an employee demonstrate they are able to perform key job functions? </li><li>Able to effectively navigate diverse caller requests with little to no assistance from colleagues in most situations. </li><li>Handles calls in a timely manner. </li><li>Launches emergency clinical and disaster codes within a timely manner. </li><li>Facilitates ongoing timely communication with providers and other staff with necessary information to complete duties. </li><li>Properly follows established protocols and call scripting for call transfer, codes, and provider paging. </li><li>Appropriately follows department expectations for time spent in and out of the queue. </li></ul> <p>List 3-5 items that will be used to audit performance both during orientation, and then annually.</p> <ul> <li></li><li>Live and recorded call monitoring </li><li>Messages sent to staff through Amion and Epic </li><li>HealthStream assessments </li><li>Call QA scoresheets </li><li>1 on 1 meetings </li></ul> <p>Overview</p> <p>Kettering Health is a not-for-profit system of 13 medical centers and more than 120 outpatient facilities serving southwest Ohio. We are committed to transforming the health care experience with high-quality care for every stage of life. Our service-oriented mission is in action every day, whether it's by providing care in our facilities, training the next generation of health care professionals, or serving others through international outreach.</p>