Job Description

JOB SUMMARY

Answers multiple incoming telephone lines. Obtains necessary information and transfers calls to correct individual extensions. Provides information to callers as appropriate. Enters phone notes into the patient EMR used for follow up by Providers.

JOB REQUIREMENTS

Minimum Education

• High school diploma or equivalent is required. Associate or Bachelors degree in business or related field is preferred.

Required Skills

• Excellent customer service skills.
• Computer skills including the ability to type with accurate spelling, grammar, and punctuation is required.
• Knowledge of medical terminology preferred. Ability to speak clearly and concisely with patients, providers, and nursing staff is crucial. Must be able to perform duties and maintain personal conduct, attitude and appearance that conform to policies and procedures of the facility.
• Skills in establishing and maintaining effective and professional relationships with patients, medical staff, clerical staff, and the public is essential.

Minimum Work Experience

• Knowledge of multi-line switchboard preferred but not required. Previous healthcare or Physician Practice experience preferred.

FUNCTIONAL DEMANDS

Physical Requirements

Sitting - =>32%

Walking - 16 – 31%

Standing - 1-15%

Bending/Squatting - 1-15%

Climbing/Kneeling - 1-15%

Twisting - 1-15%

OSHA Category

Minimal potential for direct exposures.

Visual and Hearing Requirements

Must be able to see with corrective eyewear.

Must be able to hear clearly with assistance.

Color vision ability required.

Other Physical/Environmental Demands

Lifting - 0-50lbs, 50lbs or more with assistance

Carrying - 0-50lbs, 50lbs or more with assistance

Pulling - up to 100lbs

Pushing - up to 100lbs

LEADERSHIP CAPABILITIES

Mission, Service, and Values

Supports the hospital Mission, Service and Values.

ESSENTIAL FUNCTIONS

• Professionally administers all incoming calls, records messages, and forwards calls appropriately. Consults on calls when necessary.
• Accurately and in detail records patient information in electronic medical record for use by Physicians and other clinical staff.
• Maintains accurate and up to date knowledge of electronic medical record system used to record patient messages for providers
• Demonstrates excellent verbal, written, and interpersonal communication skills with Patients, Physicians, and Clinical staff.
• Answers all incoming calls in a timely manner, consistently striving to lower wait times for the caller.
• Demonstrates knowledge and competency in using communication/switchboard equipment.
• Demonstrates the ability to manage difficult callers/situation. Remains calm in the event of an emergency.
• Able to work independently on assigned tasks as well as accept direction on given assignments with minimal supervision
• Demonstrates strong organizational skills
• Willingness to accept additional daily assignments as requested by Supervisor.

ORGANIZATIONAL EXPECTATIONS

T.J Pledge

I Will Show Compassion

-see all patients, family members, coworkers, physicians, and anyone else at T.J. as my customer.

-recognize that each and every interaction I have at T.J. Regional Health matters

-show kindness and compassion towards my customers at all times

-be sensitive to the personal and private needs of every customer

I Will Cooperate With Others

-maintain zero tolerance for abusive behavior

-listen and be willing to accept fault when I make a mistake

-never underestimate the power of an apology

-refrain from blame and judgment

-bring a sense of calm to stressful situations

I Will Collaborate With Others

-value myself and every coworker as an equal part of one GREAT team working together

-treat others in a way that I would like to be treated

-participate only in conversations that are courteous, respectful, and reflect positively on my teammates and T.J. Regional Health

-foster a calm and pleasant atmosphere, and refrain from gossip, rumors, and insults

-speak honestly, seek truth, and act with integrity towards my teammates

-value the uniqueness and expertise that each team member contributes to the whole

-meet the need of the moment, regardless of whether or not it is considered part of my job

I Will Communicate

-smile - at everyone

-always introduce myself, my role, and my purpose use body language, eye contact, and tone of voice that shows respect in every interaction

-follow the 10/5 rule: always acknowledging people at 10 feet away with a smile and always greeting people at 5 feet away

-escort any customer in need (visitors, patients) to their destination

I Will Adapt To Change

-be a part of the solution when I am presented with a challenge

-embrace change and set the example for those around me

-accept openly when there are changes that T.J. Regional and/or I have no control over

-manage the expectations of others by explaining duration and next steps as often as needed

I Will Be A Champion

-serve with passion

-view myself as an owner of T.J. Regional Health and act accordingly

-take responsibility for the physical appearance of T.J. Regional Health, including my work area

-go out of my way to daily thank and compliment my customers and coworkers

-dare to make a difference and be exceptional

-constantly try to improve myself and T.J. Regional Health

-speak positively about T.J. Regional, while at work and in public places outside of work