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Excela Health COMMUNICATION COORDINATOR - FULL TIME - GREENSBURG in Greensburg, Pennsylvania

Description

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.

  • Communication Skills

  • 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

  • Emergency Codes

  • 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.

  • Call Processing

  • 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.

  • Patient Transfers

  • 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.

  • Patient Information

  • 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.

  • Technical Knowledge

  • 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.

  • Pager Maintenance

  • 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.

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

Preferred:

  • Medical Terminology

  • One-year or more hospital Switchboard experience

Shifts: Rotating

Qualifications

Skills

Preferred

  • SWITCHBOARD: Some Knowledge

  • PROFICIENT KEYBOARD SKILL: Intermediate

  • MICROSOFT OFFICE: Intermediate

  • MEDICAL TERMINOLOGY: Novice

  • ABILITY TO MULTI-TASK: Novice

Behaviors

Required

  • 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

Preferred

  • 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

Education

Required

  • HS Diploma or better

Experience

Required

  • Previous telephone experience

  • Previous customer service experience

Preferred

  • 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.

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