St. Lukes Hospital - St. Louis
Chesterfield, MO, United States
Aug 10, 2021
Provide assistance to physicians, patients, families and staff of St. Luke's Hospitals and affiliates and to the public through the correct, expedient and courteous transferal of calls, overhead paging or beeper communications by answering specific hospital inquiries and locating resources for additional general information, providing patient location information, locating medical teams for emergency procedures according to department protocols and other services as requested. May cross train to work hours in facilities with like call processing systems. Communication Service Representatives work in an environment where customer service delivery is of the highest priority. Customer service representatives perform duties and responsibilities in a manner consistent with our mission and values.
Principle Accountabilities: % Of Time Spent
I.Properly execute Emergency Condition Procedures.
A. Follow Emergency Condition Procedures Precisely to ensure immediate notification of personnel in the event of a respiratory arrest or designated Emergency condition.
B. Demonstrate accuracy in execution of the procedure and critical thinking skills.
C. Effective and accurate documentation and logging. 15%
II. Receive or place outbound calls for physicians, visitors and staff from the hospital or outside the complex, properly transfer the call by locating that person through the overhead paging system and parking the call through the computerized PBX, telephone console or vendor paging systems.
A. Answer all incoming calls and connect to proper destination, place all outgoing calls as requested through the use of the computerized PBX.
B. Maintain courteous disposition even when faced with an angry or inpatient caller. Do not convey stress in voice or manner. Remain patient with callers at all times.
C. Beep on-call staff, physicians and other in-house staff according to departmental procedure.
D. Place long distance calls or forward to an outside Operator as appropriate after obtaining billing information (for International Calls) from the caller.
E. Demonstrate efficient and effective operation with various equipments. Such as, but not limited to- Beepers, Emergency Cell Phones, Manual PBX console, Radios, and Quiktel/Alphamate. 35%
III. *On Call Scheduling
A. Contact *On-call staff to perform emergency medical procedures. Page or contact phone numbers to reach any *On-call staff for emergency procedures as requested, according to each department's protocols and utilizing *On-call schedules. Accurately track times of calls and note responses to ensure follow-through, documentation, and effective logging.
B. Provide *On call staff as requested by callers.
C. Demonstrate proficiency with *On call scheduling and entry. 20%
IV. Provide patient location to all who inquire through the use of the computer system
A. Provide patient room number from the computer census.
B. Become proficient in the use of the computer, print screen, and all associated functions.
C. Display and/or obtain a printed census report as needed. 5%
V. Direct visitors and patients to their proper destinations through providing direction and guidance.
A. Provide direction with courtesy
B. Maintain confidentiality by not discussing patient's diagnosis or any medical information when giving direction. Demonstrate HIPAA compliance.
C. When patient has been appropriately flagged as 'Do not divulge admittance', ensuring that confidentiality is maintained. 5%
VI. Not overhead paging physicians and/or staff for the hospital upon their request. Instead using the beeper system as the preferred method of paging.
A. Page slowing in a clear voice, using a pleasant tone of voice and the word 'Please,' keeping in mind that the page is heard frequently throughout the hospital.
B. During Disaster Crisis periods, work closely with Manager, Lead, Public Relations, Administration and Safety & Security in disseminating information to the public, following departmental and hospital protocol. 10%
VII. Maintain good working knowledge of St. Luke's and its entities to provide general information through the automated database to those who inquire.
A. Read and initial all memos regarding updated changes, procedures and information that are distributed by the Manager.
B. Maintain open communications with Manager in order to relate problems or to problem-solve areas of concern.
C. Accurately respond to general information requests regarding educational programs, locations, hospital services or telephone numbers.
D. At Manager's request, provide orientation and assistance with training for new staff 10%
VIII. Incorporates customer service excellence and core values into performance
A. Organizational - knows the mission, vision and core values of the hospital and aligns behavior with those values in service to others exhibiting commitment, considering the common good and has a genuine desire to help others.
B. Individual - adapts to and works effectively with change recognizing the positive dimensions of change and coping with it, takes initiative to do more than is required and handles criticism constructively, sets challenging objectives to improve personal performance, values and seeks opportunity to learn, and demonstrates technical proficiency with equipment in the department.
C. Team - builds and maintains positive relationships with people, listens effectively to understand the feelings of others and works cooperatively as part of a team - putting group goal before own, and recognizes and appreciates differences in style.
High school diploma or equivalent required.
High school diploma or GED required; some college preferred. Word processing, data entry, or preferably call center/switchboard experience. Personable disposition and ability to communicate effectively in a customer service environment. Computerized switchboard experience preferred. Extreme courtesy and tact are required to avoid friction with visitors, physicians, staff and patients. Ability to project a friendly, service-oriented image through the telephone while maintaining a professional manner. Ability to follow and process technical procedures for emergent life or death events using critical thinking skills. Pre-employment tests can include a typing test (prefer 40 WPM or greater), a computer literacy test and a call center test.
Employee is required to sit continuously and walk occasionally. Employee must lift, carry, and load occasionally a medium (21-50 lbs) load. Employee may be required to bend, squat, crawl, kneel, climb, lift waist to overhead occasionally. Employee is occasionally required to reach forward and reach overhead. For repetitive action, employee is required to use both hands for typing, simple grasping and pushing/pulling. Employee is continuously exposed to electrical hazards and CRT terminal work. The most significant of duties are included but this does not exclude occasional work assignments not mentioned or developmental duties. Job Relationships The job requires excellent communication skills displaying professionalism at all times with physicians, patients, families, and staff of St. Luke's. Flexibility and a positive disposition are necessary during the inter personal involvement with others. The CSR is directly supervised by the Switchboard Manager, who manages the Switchboard area of the department. The CSR may also receive directives from the Voice Services Technology Manager who manages the Voice Services area of the department. The Switchboard Manager and the Voice Services Technology Manager are direct reports to VP of Quality.
Faithful to our Episcopal-Presbyterian heritage and its ministry of healing, St. Luke\u2019s is dedicated to improving the health of the communities we serve.
Using talents and resources responsibly, we provide high quality, safe care with compassion, professional excellence and respect for each other and those we serve.
As an independent healthcare network, we create healthy communities in the region through our commitment to high quality, safe and personalized services.
We accept and treat all persons as being created in the image of God.
We respond with caring to the needs of others as if they were members of our family.
We honor each person\u2019s rights and responsibilities in light of the common good.
We set and strive to attain high standards of performance and continuous improvement.
We use our talents and resources wisely, with honesty and integrity.
FACES - Friendly - Available - Caring - Efficient - Safe Communication Standards: Promotes and provides courteous and effective communication with internal and external customers.
St. Lukes Hospital - St. Louis