Job Description

Thank you for considering a career at Mercy Health!

Scheduled Weekly Hours:

40

Work Shift:

Days/Evenings (United States of America)

Summary:

This position responds to inputs from multiple phone sources including but not limited to switchboard traffic, physician hotline phone, hospice and cancer treatment centers, after hours, weekends and holidays with verbal output, connection to a destination and/or electronic notification with rapid, accurate , and courteous throughput. The position is also responsible for rapid, accurate, and courteous response to walk up window traffic.

Essential Duties and Responsibilities

• 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.
• Responsible for paging of ancillary personnel on-call after hours, weekends & holidays as requested by Physicians or House
• 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 area's within the Medical Center. Operator must know proper terminology to communicate with these callers.
• Assists customers at the Service Window in a timely manner being courteous, helpful and friendly at all times.
• Answers calls in a professional manner identifying self, area and verbally offering assistance in accordance with the standard telephone courtesies
• Must be proficient in good listening skills, friendly tone of voice while speaking slowly and clearly

Qualifications:

High school diploma or general education degree (GED) Must be competent in Excel, Word, as well as AS400. Successful completion of

switchboard training as well as competency testing post training.

1-3 years experience

Mercy Health is an equal opportunity employer.

As a Mercy Health associate, you’re part of a Misson that matters. We support your well-being – personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.

What we offer

• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
• Medical, dental, vision, prescription coverage, HAS/FSA options, life insurance, mental health resources and discounts
• Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders
• Tuition assistance, professional development and continuing education support

Benefits may vary based on the market and employment status.

Department:

Telecommunications - St. Rita's - Call Center

It is our policy to abide by all Federal and State laws, as well as, the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). Accordingly, all applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you’d like to view a copy of the affirmative action plan or policy statement for Mercy Health– Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employer, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com.