Excela Health COMMUNICATION COORDINATOR - FULL TIME - GREENSBURG in Greensburg, Pennsylvania
This position is responsible for making positive first impressions, as they maintain focus on the overall safety of our patients, guests and hospital employees. They work closely with hospital and health system departments, physicians, employees, patients and their family members regarding a variety of hospital and health system services. The employee will be responsible for a customer-friendly approach to the delivery of services using their technical capacities to provide a communication gateway between our patients and the health system.
Will consistently demonstrate positive interpersonal and interdepartmental relationships and create a positive and professional working environment.
Actively promotes a Lean work culture by performing team member duties to encourage consistent use of LEAN principles and processes, including continually seeking work process improvements. Recognizes the necessity of taking ownership of one’s own motivation, morale, performance and professional development. Strives for behavior consistent with being committed to Excela’s missions, vision and values.
Regular, consistent, on-site, and timely attendance.
Interacts with individuals using words and language appropriate to their level of understanding
Maintains positive interdepartmental relationships
Demonstrates positive verbal communication skills, including active listening
Prepares electronic documentation that complete, professional in nature and uses correct grammar, punctuation and format
Customer Service Skills
Intercepts internal and external calls with a customer-friendly approach
Maintains a positive attitude with callers, coworkers, health system employees and physicians
Assures that customer needs are met in a timely fashion
Keeps the mission, vision, and values of the organization in mind with each patient contact
Demonstrates knowledge of the Excela Health code processes and other emergency plans using supporting department policies and procedures on the successful initiation of emergency codes
Immediate response to emergent situations while gathering detailed information from physicians and/or clinicians.
Efficient and accurate initiation of emergency codes in critical situations using Lynx, overhead paging, and Microsoft Office.
Accurately records detailed information about all emergent situations using Microsoft Office.
Answers telephone calls promptly, efficiently and courteously using a positive voice image to callers, keeping in mind the tone, inflection, and enunciation to all callers.
Forster a “one stop shop” culture by listening to callers intently to determine the nature of the call to see if the call must be transferred or if it can be handled by a Switchboard Operator.
Screen calls to ensure authenticity and make sure that any messages are communicated to the correct recipients in a time-efficient manner.
Creates and processes messages, schedules and logs that legible, accurate and communicated to other staff members.
Gather and relay confidential patient information from multiple physicians and clinicians.
Coordinate physician-to-clinician logistics to organize and supervise the transfer of patients from various originating points into the health system using Cisco telephony, PerfectServe, Medicall and Microsoft Office.
After-Hours Answering Service
Provide call processing support to multiple departments and hospital physicians to maintain a pathway for necessary communication between patients and their clinicians after business hours.
Collect, communicate and document confidential patient information using PerfectServe, Medicall, Spok, and Microsoft Office.
Answer queries pertaining to admitted patients by following strict confidentiality protocols using McKession STAR.
Awareness of all hospital campuses to accurately direct visitors to appropriate departments and/or patient rooms.
Responsible for accurate individual performance outcomes for all applications used in the department, including but not limited to:
PerfectServe – physician communication
Medicall – information database
McKesson STAR – patient information
OnBase – data entry
Spok – alternate paging services
Cisco Jabber – dept to dept communication
Lynx – emergency notification system
Microsoft Windows – PC operating system
Microsoft Office – Excel, Word, Powerpoint, Access, Outlook
Internet Explorer – internet provider
PA System – overhead paging
API – time and attendance
Ultipro – benefits, compensation, performance management
Operational knowledge of hardware used to support department operations, including but not limited to:
Cisco telephony – phones, conference calls
Emergency panels – alarms, emergency codes
Simplex – LH fire system
Wireless devices – cell phones, one-way pagers
Using OnBase, completes prompt, accurate and efficient data entry to support various department initiatives.
Manage the issuance of pagers and assist employees with user guidelines.
Maintain central database of all paging devices using Microsoft Office.
Contact vendor for device exchanges and various troubleshooting needs.
Provides prompt, accurate, efficient and courteous processing of requests for patient telephone and television services.
Performs monthly collection, organization and disbursement of Switchboard analytics.
Performs other duties as required.
HS Diploma, GED or equivalent knowledge
Previous customer service experience
Previous telephone experience
Proficient Spelling Skills
Functional Skills on PC and Related Software (Microsoft Office)
Knowledge of basic Office Equipment such as copier, fax machine, etc.
Proficiency in Microsoft Office including Outlook
Excellent communication, interpersonal and organizational skills
Ability to communicate with all members of the health care team
Independent thinking and decision-making ability
Proficient oral and written communication skills
Ability to multi-task and prioritize assignments
Basic working knowledge of computers and office equipment
Must be able to speak clearly and professionally
One-year or more hospital Switchboard experience
SWITCHBOARD: Some Knowledge
PROFICIENT KEYBOARD SKILL: Intermediate
MICROSOFT OFFICE: Intermediate
MEDICAL TERMINOLOGY: Novice
ABILITY TO MULTI-TASK: Novice
Team Player: Works well as a member of a group
Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Loyal: Shows firm and constant support to a cause
Enthusiastic: Shows intense and eager enjoyment and interest
Dedicated: Devoted to a task or purpose with loyalty or integrity
- HS Diploma or better
Previous telephone experience
Previous customer service experience
- 1 year: Hospital Switchboard experience
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.