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Northern Light Eastern Maine Medical Center

Department: Switchboard

Position is located: Northern Light Eastern Maine Medical Center

Work Type: Part Time Eligible

FTE: 0.500000: 20 hours per week

Work Schedule: Variable

Summary:

The Telecommunications Operator position is a very fast paced position that requires the screening of calls both internally and externally. During peak times and emergencies, call volumes are increased significantly, and the operator may need to answer up to 100 calls per hour. This position functions under direct supervision and established protocols, operates various telecommunications equipment including Physician Answering Services, Radio Paging System, Fire Alarm Circuits, and other specialized circuits used for answering incoming calls, and monitoring equipment failures and security breaches.

Responsibilities:

PEOPLE 1. Answers the phone appropriately identifying EMMC and themselves. 2. Responds promptly with a positive attitude when directed to perform a function or duty. 3. Has 90% documented evidence of staff meeting attendance and 100% evidence of reading/ initialing the minutes. 4. Actively seeks support when possible from coworkers during times of short staffing, unanticipated events or priority work request evidenced by feedback from coworkers , examples by employee, or observation by Department Head/ Supervisor. 5. Actively resolves problems/ conflicts with peers/Supervisors/ hospital staff independently when ever possible. 6. Informs Supervisor of any unresolved conflicts in a timely manner when ever a conflict affects an individual's or department productivity. 7. Acts decisively and immediately in crucial situations (i.e. disaster, code red, medical emergencies); demonstrates the ability to quickly identify all alarms and remains calm and alert. 8. Demonstrates the ability to communicate well to all levels of staff; and assists them in facilitating the delivery of care. 9. Regularly consults with supervisor on areas of further instruction that would be beneficial. 10. Demonstrates the ability to remain calm and tactfully handle difficult situations with callers that may be upset. 11. Consistently demonstrates a good command of telephone courtesy and its applications in a soft, clear and modulated voice tonal quality; exhibits quick relaxes, patience, and sincerity in a desire to serve the public. 12. Receives, places and transfers calls using appropriate telephone etiquette for confidentiality and HIPPA guidelines. 13. Assist Telecom Manager's staff as needed and other duties as assigned. 14. Acts as a mentor and training instructor for new staff. 15. Establishing a good rapport and professional relationship with all department personnel; maintains appropriate interdepartmental communications. 16. Uses appropriate chain of command 17. Routinely answers incoming patient calls and connects to the respective patient information and/or extension. SERVICE 1. Accurately receives disaster information, notifies appropriate personnel and departments. Documents all information and signals all clear as required. 2. Troubleshoots and diagnoses problems and resultant cause of all communications, console, computer equipment malfunctions and take necessary steps to ensure prompt service repair. 3. Instructs hospital personnel in the use of their telephones (call forwarding, audix, international calls, conference calls). 4. Demonstrates the ability to activate the emergency phone back up system. 5. Follows the procedure for swapping out broken pagers, educating end-users on the pager functionality and issuing pager holsters to end users and completes the charge back form. 6. Follows procedure for signing out Telephone Switch room keys, on-call sleep rooms and completes sign out log sheet. 7. Follows procedure for signing out patient telephones after hours and weekends. 8. Demonstrates and understands the operation of cellular phones (making/receiving calls, accessing voice mail) and completing cellular sign out form. 9. Follows procedure for assisting customers with language interpreter services and for setting up appointments for customers that need a sign language interpreter and completion of the interpreter request form. 10.. Demonstrates the ability to perform look ups multiple ways with the XTEND system (Example: by name, department name, pager ID, location, dial number). 11. Demonstrates the proper procedure for sending pages through the XTEND system using alpha numeric, numeric, voice pagers. 12. Demonstrates the ability to look up messages in the XTEND system and to print them if needed . 13. Monitors all alarms boiler, comfort, medical gas, generator, Simplex, 911) silences alarms, follows proper procedure for notification and logging alarm. 14. Routinely dials patient operator- assisted calls 15. Demonstrates responsibility for activating pages and in-house verbally paging all emergency codes and documents all pertinent information. Clearly and punctually announces close of visiting hours and other notifications over in-house intercom (daily bed meetings, chapel services). 16. Routinely answers calls related to physicians on call coverage and relays all pertinent information required to the physician. QUALITY 1. Answers code phone on first ring and documents appropriate information and notifies emergency personnel. 2. Demonstrates understanding of offsite emergency protocols (EMH Mall, Cianchette Building, and Sleep Center of Maine). 3. Demonstrates understanding of emergency procedures and internal and external disaster plans and procedures. 4. Performs and maintains proper techniques consistent with safety guidelines. 5. Follows safe work policies and procedures at all times to prevent injury to self and others. 6. Reports all accidents, unsafe acts and conditions, immediately to appropriate supervisory personnel. 7. Demonstrates familiarity with job hazard analysis as it relates to his/her discipline. 8. Knows where the Material Safety Data Sheets (MSDS) are located in the department and on the intranet and understands them. 9. Has a thorough knowledge of hospital policies and procedures, and where they are located. 10. Plans, organizes, and utilizes the resources and facilities available to accomplish the objectives of the department. Follow daily routine at the beginning of each shift. 11. Understands the proper orientation of the in-house intercom paging system; knows which pages need prior administrative approval and also those that are paged at established routine times. (Close of visiting hours, Worship Service, Bed Meetings) 12. Knows proper procedure for each physician, on-call schedule and answering service protocol. 13. Selectively gives out information on private phone listing to attending physician, house staff, administration; demonstrates accountability to ensure and protect confidentiality 14. Demonstrates the ability to complete the Telecommunications Operator Services physician on call schedule, make changes and print when complete. 15. Processes knowledge of multiple computer programs, Excel, Access, Outlook, Word 16. Able to learn new software applications. 17. Able to multi-task and work on multiple computers plus answering the console. 18. Understands procedure for daily testing of Family Practice code pagers. 19. Understands and follows departmental policy, when answering the EMMC Physician Referral Service line. 20. Maintains knowledge of changes and information pertinent to the department by use of email, Currents and reviewing posted documentation. 21. Understands the proper use of emergency overhead paging system in the event the normal system is unavailable. 22. Completes yearly I-Care training before evaluation due date. 23. Attends all hospital employee updates. 24. Reviews all emergency logs and reviews incidences at the monthly department meeting. 25. Contributes to the development of philosophy goals, and objectives, policies and procedures, and job description in the department.

Other Information:

Competencies and Skills

• Behaves with Integrity and Builds Trust: Acts consistently in line with the core values, commitments and rules of conduct. Leads by example and tells the truth. Does what they say they will, when and how they say they will, or communicates an alternate plan.
• Cultivates Respect: Treats others fairly, embraces and values differences, and contributes to a culture of diversity, inclusion, empowerment and cooperation.
• Fosters Accountability: Creates and participates in a work environment where people hold themselves and others accountable for processes, results and behaviors. Takes appropriate ownership not only of successes but also mistakes and works to correct them in a timely manner. Demonstrates understanding that we all work as a team and the quality and timeliness of work impacts everyone involved.
• Practices Compassion: Exhibits genuine care for people and is available and ready to help; displays a deep awareness of and strong willingness to relieve the suffering of others.

Education

• Required High School Diploma/General Educational Development (GED)

Working Conditions

• Potential exposure to abusive and/or aggressive people.
• Potential exposure to hazardous materials.
• Potential exposure to noise levels being uncomfortable.
• Potential exposure to noxious odors.
• Potential exposure to very hot or cold temperatures.
• Work with computers, typing, reading or writing.
• Lifting, moving and loading less than 20 pounds.
• Prolonged periods of sitting.