Triage Operator - McLeod HealthCall- Full-time/rotating shifts

Licenses/Certifications/Registrations/Education

• High School Diploma with minimum of 3 years’ experience in the healthcare setting
• Must be certified or obtain certification as EMD (Emergency Medical Dispatcher – E-911), or certified customer service professional within 12 months of hire.
• Completion of NIMS (national incident management system) 100 within 12 months of hire.
• Successful completion of Epic – Call Center Staff within 30 days of hire

The (Tier 2) Nurse Triage Operator serves as the first point of contact for incoming calls to the McLeod Health On-Call (MHOC) department. They are responsible for quickly determining the reason for call and queue assignment; while providing exceptional customer service and efficient call management. This role aides the triage nurses by directing calls, answering inquiries, call escalation and supporting the systems of care needs of our patients.

• Maintains a professional image and exhibits excellent customer relations with patients, visitors, physicians, and co-workers in accordance with our Service Excellence Standards and Core Values.
• Maintains competency in all Tier 1 Operator duties to include:
• Operate a multi-line telephone system and paging system to facilitate hospital-wide communication.
• Respond to emergency calls (2020 line) promptly, following established protocols to connect callers with medical staff or activate emergency codes.
• Fire panel monitoring
• Responsible for coordination and queue assignment of patient calls, including but not limited to: a) Call triage,
• Call escalation,
• Provider pool messaging (clerical and clinical), and
• EMR documentation.
• Coordinates communication between patients and physician practices.
• Accurately documents caller needs into Epic EMR per departmental guidelines.
• Collaborate with clinical team to manage urgent requests and resolve issues efficiently.
• Completes all documentation (EMR / call logs / call assignment) in a timely and accurate fashion.
• All other duties as assigned.

Qualifications /Training

• Must be detail oriented, with ability to multitask in a fast-paced environment.
• Must have strong organizational, time management and knowledge of medical terminology
• Excellent communication and interpersonal skills
• Previous experience in customer service, call center or physician office preferred
• Proficiency with computer and phone systems required (Microsoft, Cisco, Jabber, previous EHR)