Shift : 1pm - 9:30pm with an every other rotating weekend

Responsible for answering incoming calls to main hospital switchboard and determine appropriate resolution.  Accurately transfer calls, answer questions and provide overhead paging for hospital.  Responsible for answering Stat and Rapid Response calls, Prairie Heart Stat Heart calls and Springfield Clinic SCMI calls.  Assume responsibility for the main call center position.  Support and direct new employees and co-workers as needed. Demonstrated leadership characteristics for call center functions.  Embodies the Memorial Health Values of Safety, Integrity, Quality, and Stewardship that support our mission and vision.

1. Answer incoming calls to main hospital switchboard.

2. Answer incoming calls to afterhour’s answering service.

3. Answer Stat Code and Rapid Response calls and process timely and appropriately.

4. Answer Stat Heart and SCMI calls.

5. Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values:

• SAFETY: Prevent Harm - I put safety first in everything I do.  I take action to ensure the safety of others.

• COURTESY: Serve Others - I treat others with dignity and respect.  I project a professional image and positive attitude.

• QUALITY: Improve Outcomes - I continually advance my knowledge, skills and performance.  I work with others to achieve superior results.

• EFFICIENCY: Reduce Waste - I use time and resources wisely.  I prevent defects and delays.

6. Respond appropriately and in a timely manner to disaster conditions.

7. Meet or exceed statistical goals for answering calls.

8. Create and/or change directory listings as needed.

9. Enter and/or change on-call schedules as needed.

10. Assist with training and development of new Communication Assistants. Help orient them to new role.

11. Communicates effectively with callers and co-workers.

12. Demonstrates an ability to be flexible, organized and function well in stressful situations. Ability to handle lower scale, elevated calls.

13. Willing to work alternative shifts as needed.

14. Applies effective communication with callers and co-workers.

15. Knowledge of hospital, department and HIPAA policies and procedures related to Call Center.

16. Act as a resource for Communication Assistant I and lead by example.

17. Adheres to the Statement of Values and Behavioral Standards.

18. Performs other related work as required or requested.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job.  Incumbents may be requested to perform tasks other than those specifically presented in this description.