Communications Representative / Operator

Works under the supervision of the Emergency Management/Communications Manager. The Communications Representative provides excellent customer service and assistance to all. This position handles the flow of communication quickly and efficiently and alerts all involved parties during disasters, emergencies, and drills. The Communications Representative is responsible for intake of all inbound calls to the Mosaic Life Care main phone number and code line, transferring calls, paging out messages to various Mosaic Life Care caregivers/providers, and connecting caregivers/patients/visitors to facilitate patient care. The Communications Representative utilizes multiple means of telecommunication to serve the customer in both emergent and non-emergent situations.

• Acts as communication liaison by utilizing multiple forms of telecommunication to connect and relay information to all Mosaic Life Care caregivers, patients and visitors.
• Performs process for contacting ""on-call"" leaders/physicians/caregivers to facilitate patient care.
• Monitors and takes action related to Fire Alarm Panels, Blood Bank alarms, Gas Alarms, MET Alarms, and Code Alarms. Communicates appropriate information to designated response teams/caregivers.
• Monitors NOAA Weather Radio for severe weather and follows the appropriate emergency response plans.
• Helps facilitate Code Blue Cart/Crash Cart Exchange requests. Works with Pharmacy, Nursing Unit, and Distribution in this process.
• Greets obstetric patients, notifies OB caregivers of patient's arrival. Performs security check-in of OB Department visitors. Monitors and manages the entrance into the OB unit. Monitors and manages the afterhours door access process for patients/visitors at the Maternity Entrance. Monitors Security Alarms for OB and notifies OB of alarm location.
• Overhead paging
• Responsible for directing visitors to appropriate areas in the hospital and answers questions regarding patient information.
• Performs procedure for making long distance calls using Mosaic Life Care entities and designated long-distance services.
• Facilitates Interpreter Services for the organization.
• Completes Shared Services functions Monday-Friday between 4:30pm-7:00am, and 24hrs on weekends and holidays. This includes managing Shared Services calls, utilizing the knowledge base library to assist in answering caregiver questions, submitting work orders to Maintenance/EVS via the TMS and Neocase platforms, etc.
• Acts as the Liaison between patients and Home Health/Hospice nurse on-call on nights and weekends. Relays messages/instructions to the nurse on-call, documents calls and requests received for Home Health/Hospice via Community Health Line messages.
• Facilitates Sleep Room requests for Physicians in Sleep Rooms 5 & 6. Completes booking for Sleep Rooms on behalf of physicians, maintains the Sleep Room calendar, arranges cleaning as needed after use of the room.

Education

• H.S. Diploma - Required

Work Experience

• Communicating with multiple forms of telecommunication - Required
• Proficient in usage of medical terminology. - Required
• Excellent communication skills, and the ability to prioritize. - Required
• Experience as a secretary in a health care setting - Preferred
• Minimum speed of 40 words per minute and computer literacy - Preferred

Licenses and Certifications

• Upon Hire

Travel Requirements

• Must be able to travel between various system facilities and off-site locations as needed. - Required

Skills and Abilities

Essential Technical/Motor Skills

• Typing/computer skills
• Speak and type with good grammar and sentence structure
• Answering telephone
• Hand and eye coordination
• Inputting data

Interpersonal Skills

• Ability to communicate to a diverse customer population in person and on the phone
• Must work well with others in a professional manner using HEART behaviors
• Must be emotionally intelligent

Essential Physical Requirements

• Regularly required to sit, reach with hands and arms, stand, walk, climb, balance, stoop, kneel, or crouch.
• Must have the ability to lift and/or move up to 10 to 25 pounds.

Essential Mental Abilities

• Comprehend, understand, synthesize, explain, assess, evaluate, short and long term memory, concentration/alertness, follow rules/instructions, adaptability, organizational skills, analyzing, calculating, and reading.

Essential Sensory Requirements

• Able to visually and aurally process written and spoken data, touch skills.

Exposure to Hazards

Other Skills and Abilities

• Performs other tasks as necessary for appropriate function of the department; follows system policies and procedures; works scheduled hours yet is flexible to meet the needs of the department.