HHC Hiring for Telecommunications Representative Job at Indianapolis, IN Full Time

Division: Eskenazi Health
Sub-Division: Hospital
Req ID: 10312

Schedule: Full Time
Shift: Days

Eskenazi Health serves as the public hospital division of the Health & Hospital Corporation of Marion County. Physicians provide a comprehensive range of primary and specialty care services at the 327-bed hospital and outpatient facilities both on and off of the Eskenazi Health downtown campus as well as at 10 Eskenazi Health Center sites located throughout Indianapolis.

FLSA Status
Non-Exempt

Job Role Summary
The Telecommunications Representative performs Switchboard, Pager and Code management duties. This position serves as Disaster location for Health Connections and Specialty Connections when Fifth Third Bank Building at Eskenazi Health loses power. This position, in the Diagnotes system: Updates on-call schedules, Adds users, Disables users, Uses INVITE feature for Secure Messaging, Cross-trains services at Eskenazi Health and IU Health to enter schedules, and answers user questions.

Essential Functions and Responsibilities

• Proactively contributes to Eskenazi Health’s mission: Advocate, Care, Teach and Serve with special emphasis on the vulnerable population of Marion County. Models Eskenazi Health values.
• Performs Switchboard, Pager and Code management duties.
• Operates switchboard equipment to reply to incoming, outgoing, and interoffice calls.
• Performs clerical duties related to hospital communications services.
• Answers inquiries relevant to in-patient status and calls to hospital complex. Refers calls and takes/relays messages for staff members.
• Pages authorized personnel using specified equipment/procedures and documents in computer.
• Answers questions from callers according to policy, and exercises discretion when referring callers who are uncertain of the department that they need.
• Performs wake-up calls per schedules and keeps related time/place data up-to date.
• Makes incidental update to the file of all medical services and key personnel as directed, including separate listings for residents.
• Answers inquiries from outside sources regarding inpatient medical status.
• All night operators maintain the file of daily medical services and key personnel in the computer system.
• Effective verbal and written communication skills required.
• Creates pagers for Eskenazi Health, IU Health, Eskenazi Medical Goup, and the VA. Works closely with these four organizations to keep track of personnel and pager changes. Terminates and troubleshoots pager problems. Communicates pager numbers and changes to all four organizations. Works closely with American Messaging, the pager service for the four organizations when ‘Alerts’ are sent communicating pager service outage events.
• Keeps the on-call care giver list current for all inpatient and outpatient clinical areas.
• Performs code management by responding immediately to Code 77’s, Code Blue, Fire Code, Rapid Response, and voice paging requests with proper authorization and documents all actions taken for operational review.
• “Codes” require a special knowledge of alarm location and how to implement them accurately/immediately. Ensures all designated parties are notified and follows up to see that primary team has responded.
• Responds immediately to emergency medical 911 dispatch, asks vital questions, and provides instructions for emergency medical calls.
• Uses Eskenazi Health systems to provide callers with appointment information, patient location, and patient condition.
• Uses Conveyant archival system for contact information for departments and clinics.
• Serves as Disaster location for Health Connections and Specialty Connections when Fifth Third Bank Building loses power.
• Maintains eHub intranet contact information for departments and clinics.
• Maintains Active Directory contact information for individuals, which feeds the eHub phone directory.
• Uses the Everbridge system to send emergency communications.
• Uses the Responder 5 system to send Code Blues.
• Performs Pager Management for individuals and group pagers, which includes creating pagers, deactivating pagers, exchanging pagers, setting up Page Copy, and purchasing and returning pagers.
• In the Diagnotes system: Updates on-call schedules, Adds users, Disables users, Uses INVITE feature for Secure Messaging, Cross-trains services at Eskenazi Health and IU Health to enter schedules, and answers user questions.

Job Requirements

• Completion of a high school education or equivalent (GED)
• Minimum two years’ experience as a phone operator

Knowledge, Skills & Abilities

• Knowledge of basic clerical skills
• Ability to use age-appropriate communication skills
• Ability to read, write and follow written/verbal instructions
• Ability to communicate effectively/tactfully with numerous staff and outside contacts
• Typing skills; 25 wpm with accuracy
• Competent computer skills
• Excellent telephone customer service skills
• Manual dexterity, near visual acuity required
• Knowledge of Medical Terminology
• Age-appropriate cognitive abilities, skills, techniques and communications detailed in the department/area/unit job specific/age specific competencies.
• Ability to remain calm during emergency and disaster situations in order to perform accurate communication responsibilities.

Accredited by The Joint Commission and named one of the nation’s 150 best places to work by Becker’s Hospital Review for four consecutive years and Forbes list of best places to work for women, and Forbes list of America’s best midsize employers’ Eskenazi Health’s programs have received national recognition while also offering new health care opportunities to the local community. As the sponsoring hospital for Indianapolis Emergency Medical Services, the city’s primary EMS provider, Eskenazi Health is also home to the first adult Level I trauma center in Indiana, the only verified adult burn center in Indiana, the first community mental health center in Indiana and the Eskenazi Health Center Primary Care – Center of Excellence in Women’s Health, just to name a few.

Job Type: Full-time