of Primary Function/General Purpose of Position

This position responds to inputs from multiple phone sources including but not limited to the 5 major acute hospitals in the Toledo and Lima Markets, Physician hotline phone, Hospice & Cancer Treatment Centers after hours, weekends & Holidays with verbal output, connection to a destination and/or electronic notification with rapid, accurate, and courteous throughput. Also responsible for rapid, accurate, and courteous response to walk up window traffic. In addition, this position monitors incoming phone calls for clinical codes at the four acute Metro-Toledo hospitals, that includes gathering and properly disseminating the vital information to the responding clinical teams. When calling BSMH in the Lima and Toledo Markets this position is the first voice they hear.

Essential Functions

• Responsible for monitoring and answering all incoming telephone calls to the mainlines at the four Metro-Toledo acute hospitals as well as the Lima Market, then appropriately transferring to numbers within and outside of the in-house telephone systems. Answers calls in a professional manner identifying self, area and verbally offering assistance in accordance with the standard telephone courtesies
• Responsible for monitoring and immediate response to the Clinical Code Phones for the four Metro- Toledo acute hospitals and rapid responses for Lima as well. This includes answering the emergency line and obtaining the information necessary to overhead page, send a Perfect Serve team alert and then verify with house leadership the information was received.
• Responsible for immediate response to physicians’ hotline calls facilitating requests in a rapid, accurate and courteous manner. These requests may include but are not limited to transfers, connections to other physicians, or assistance in location of patients in the Medical Center.
• Responsible for proper contact of Administrator on-call as requested by House Supervisor, Physicians or other Administrators, as well as sending appropriate texts and alerts regarding regulatory surveyor arrivals.
• Responsible for paging of ancillary personnel on-call after hours, weekends & holidays as requested by Physicians or House Supervisor, including but not limited to Echo, Ultrasound, Nuclear Medicine & MRI.
• Responsible for answering & timely facilitation of Hospice calls after hours, weekends & Holidays with courtesy and empathy to callers at all times. Precise and timely paging of on-call personnel for caller. Responsible if needed to stay on the line with caller as a comfort measure until nurse is able to call in and resolve the patient/family issues.
• Responsible for answering and timely facilitation of Cancer Treatment Center calls after hours, weekends & Holidays with courtesy & respect for callers and families at all times
• Responsible for response and transfer of TTY / TDD calls (for deaf callers) to requested areas within the Medical Center. Operator must know proper terminology to communicate with these callers. They also track and assign the Stratus Video Interpreting systems from their work stations in the call center.
• Assists customers at the Service Window in a timely manner being courteous, helpful and friendly at all times. This includes processing Hospitality House assignments and related duties.
• Maintain the list of On Call lists for various departments throughout all 5 acute hospitals they service.
• Responsible for maintaining confidentiality.
• Be familiar with all resources and services available to callers and offer these resources and services as appropriate. Work on the BSMH webpage to search and provide resources to callers is expected to remain current on all groups, services etc. being offered.
• Storing and assigning for use laptops, Breath Call, Soft Touch Call lights, hearing amplifiers and other related communication equipment to associates needing the utilize said equipment.
• Utilize Sharepoint, Electronic Roll-a-dex, the BSMH Hub and other resources to appropriately transfer work-related calls.
• Any other duties, with or without accommodation, listed in the Physical Demands section of this job description as assigned by the Director, or Supervisor. This includes assisting local campus police dispatch in times of emergency.
• This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.

Education:

High School Diploma or GED (required)