• Communication Representative

    Job Number
    223708
    Facility
    BH Corporate Office
    Department
    Consumer Care-Corp
    Address : Street
    525 West Brown Rd
    Address : Location
    US-AZ-Mesa
    Work Schedule
    Day
    Position Type
    FT: Full-Time
    Posting Category
    Administrative / Clerical
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    Health care is constantly changing, and at Banner Health, we are at the front of that change. We are leading health care to make the experience the best it can be. We want to change the lives of those in our care – and the people who choose to take on this challenge. If changing health care for the better sounds like something you want to be part of, we want to hear from you.

     

    Our Communication team is a small team who work various shifts that run a 24/7 operation. This position coordinates and processes all codes, emergencies and responses for several facilities. Provides quality customer service and accurate information to internal and external customers by efficiently processing and responding to all incoming, outgoing, interdepartmental & inter-facility calls as well as alphanumeric paging, overhead paging and after hours on call requests for several departments within the same facilities.

     

    This position is also accountable for performing lead functions including assisting management with directing the day-to-day workflow for the department, coordinating staff schedules and monitoring daily staff levels to ensure adequate coverage is in place and service goals are met. Monitors daily call activity and related logs with staff. This also includes training new team members, as well as guiding and acting as a resource to the department staff.

     

    Identifies and assists management with implementing opportunities to enhance department processes and procedures, including resources, such as the call center tracking database. Coordinates the educational functions to ensure modules are current and accurate, and staff is trained accordingly. Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards. Provides all customers of Banner Health with an excellent service experience by consistently demonstrating our core and leader behaviors each and every day.

     

    This position works in 2 locations: Banner Corporate, Mesa and Banner Corporate, Phoenix.

    The hours for this position are 8:30am - 5pm and includes every other weekend.

     

    Your pay and benefits (Total Rewards) are important components of your Journey at Banner Health. Banner Health offers a variety of benefit plans to help you and your family. We provide health and financial security options so you can focus on being the best at what you do and enjoying your life.

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    About Banner Health Corporate
    Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader. We offer stimulating and rewarding careers in a wide array of disciplines. Whether your background is in Human Resources, Finance, Information Technology, Legal, Managed Care Programs or Public Relations, you'll find many options for contributing to our award-winning patient care.

     

    Truven-2013
    Stage7-2013

    About Banner Health
    Banner Health is one of the largest, nonprofit health care systems in the country and the leading nonprofit provider of hospital services in all the communities we serve. Throughout our network of hospitals, primary care health centers, research centers, labs, physician practices and more, our skilled and compassionate professionals use the latest technology to make health care easier, so life can be better. The many locations, career opportunities, and benefits offered at Banner Health help to make the Banner Journey unique and fulfilling for every employee.

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    Job Summary

    This position coordinates and processes all codes, emergencies and responses for several facilities. Provides quality customer service and accurate information to internal and external customers by efficiently processing and responding to all incoming, outgoing, interdepartmental & inter-facility calls as well as alphanumeric paging, overhead paging and after hours on call requests for several departments within the same facilities.

     

    Essential Functions

    • Responds to, processes and documents all code arrests, traumas, fire alarms (including troubles, disables and tests), emergencies and disasters following established policies and procedures for several facilities and the organizations central call center using computer based emergency procedures and group pages. Notifies appropriate hospital/facility personnel and coordinates communication with facility-based staff, local fire jurisdictions, alarm monitoring companies and other external constituents as required.

     

    • Understands and appropriately utilizes all emergency backup equipment and procedures to maintain facility communications in the event of equipment or system failures including evacuation/relocation procedures of department staff and functions. Must understand and be able to assist in setting up emergency communications at each facility in the event of communication failure. Must be able to page codes, notify emergency personnel, process calls and associated functions via phone and hand held microphones using downtime procedures including hard copy code procedures, directories, personnel lists and on call schedules.

     

    • Accurately and efficiently processes a high volume of incoming, outgoing and interdepartmental calls providing information to callers and responding to caller requests in a professional, confidential and courteous manner. Follows written and computer based procedures to ensure that calls are processed according to individual facility guidelines.

     

    • Uses the integrated computer/telephone (CTI) workstation to access information for a designated group of facilities, processing calls for patients, facilities, staff, departments, physicians and the community at large. Locates database information quickly and process calls accurately utilizing computer based directories, web based and database on-call schedules, physician/staff rosters, patient databases, organizations intranet, and other available resources.

     

    • Functions as an answering service for numerous on-call groups/physicians for several facilities by documenting required information from patients, staff and physicians. Contacts designated on-call personnel and relays accurate, time critical information prior to connecting them to the caller in a prompt manner as set forth by each on-call group/physician. Follows detailed instructions established by each group/physician and shows initiative and problem solving skills when having difficulty reaching active on-call staff. Maintains accurate on-call documentation on appropriate log sheet as set forth by each group/physician.

     

    • Proactively and continuously identifies opportunities to improve processes and enhance database information. Presents findings and recommendations to management.

     

     

    Minimum Qualifications

    High school diploma/GED or equivalent working knowledge. Reading, writing and math skills.

    Must possess good oral and written communication, as well as listening skills to effectively interact pleasantly and calmly with incoming callers. Must possess basis computer skills, including familiarity with computer keyboards. Must be able to effectively prioritize and make sound decisions following established department policies, procedures and standards. Ability to multi-task in a fast paced environment with frequent interruptions. Must be able to learn and apply department procedures to react quickly to emergency situations, as well as process calls within defined standards. Must possess the ability to work cohesively in a team environment.

    Preferred Qualifications

    Previous telephone/customer service experience highly desirable.

    Additional related education and/or experience preferred.

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