To provide a communication phone service to our members, patients, & employees that is efficient, accurate & timely in meeting their needs, & which supports the department & organizational policies & procedures in accordance w/ the Quality of Service Behavior Guidelines.
Essential Functions:
- Receives & processes calls received at the KSMC call switch; ensures accurate routing of calls received for the KSMC campus, as well as those for other Kaiser clinics, ASC's, & Plan Hospital facilities; provides clear & concise communications consistent w/ the quality of service behavior guidelines; provides information to callers, & those who come to the department, & assist them in findings the correct location/department to obtain information; determine type of call to forward to appropriate advice or appointment line per guidelines; ensure fraudulent use of the phone system does not happen.
- Implement hospital response to all emergencies, drills, codes, as directed.
- Processes calls per department productivity standards; demonstrates knowledge, interaction, & communication skill levels required for different patient populations based upon age-specific needs.
- Demonstrates accurate & rapid response to all hospital emergency & disaster 'code' calls; monitors emergency alarms.
- Responsible for the assignment, service, maintenance, stocking, & replacement of pagers for the medical staff.
- Utilizes the online clinical information systems (KARE, MIPS, ADT, Internal Home Page directory, Master Directory, Physician Scheduling) to facilitate timely call management; utilizes KARE to provide information to caller about location of patient who is hospitalized (except confidential admits); maintains online attendant directory & utilizes such to facilitate call routing; utilizes Master Directory online system & KP Internal Home Page to locate phone numbers for all staff & departments.
- Maintains accurate schedule of all staff on-call; responsible for following physician staff scheduling for after-hours calls, week-ends, & holidays, for all KP physicians & allied healthcare staff for KSMC, clinics & plan hospitals; updates call sheets for ill calls received & makes sure replacements are documented for all operator work stations; assists in locating replacement physicians when requested.
- Perform scheduling activities for all support departments who have staff on-call after hours, week-ends, & holidays at KSMC, clinics, & plan hospitals; updates staff call sheets for ill calls & their replacements; assist in locating staff when requested.
- Prepare & maintain current list of those on-call for both physician & support services for daily access; aware of key personnel on duty at all times; assist physicians in pager assignment &/or replacements.
- Participate in quality review/monitoring activities; collaborate w/ departments to ensure accurate & complete information is provided to members at all times; prepare & utilize logs for traffic data; prepare report of all unusual activities & departments response to such; develop, review, & revise department procedures when requested; actively participate in orientation & training of new employees in department as assigned.
- Takes appropriate action in determining minor &/or major phone system or computer problems by notifying telecommunications & providing necessary details of incident.
- Other duties as assigned.
- This job description is not all encompassing.
Qualifications:
Basic Qualifications:
- Minimum one (1) year operator or related customer service experience.
- One (1) or more years' operator experience in medical center communication department preferred.
- Communications department or related experience on phone procedures.
- Multi-line phone system w/ related computer use.
- Online directory access.
- Ability to work well w/ detail & to prioritize.
- Ability to work w/ multiple tasks simultaneously w/ numerous distractions.
- Strong inter-personal communication & conflict management skills.
- Able to work independently (self-directed) & as a team.
- Strong English language skills.
- Demonstrated working proficiency w/ Windows computer programs, database, & e-mail systems.
- Siemens/ROLM phone system software & related computer applications preferred.
- Master Directory online system & KP Internal Home Page preferred.
- Internal KP computer systems: OA, KARE, MIPS, etc preferred.
- Communications department procedures & KSMC procedures preferred.
- Demonstrates critical thinking skills for priority setting preferred.
- Demonstrates highly effective inter-personal communication skills, conflict resolution ability preferred.
- Proven time management & conflict resolution preferred.
- Demonstrates ability to perform multiple tasks in busy environment in a calm & detailed manner preferred.
- Ability to work without direct supervision as part of a team preferred.
- Self-directed preferred.
- Strong English language skills preferred.
External hires must pass a background check/drug screen.
We are proud to be an equal opportunity/affirmative action employer.