Communication Representative

Banner Health Corporate Call Center Operator

Primary City / State : Mesa, Arizona Department Name : Call Ctr-CAS-Corp Work Shift : Day Job Category : Marketing and Communications 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. In this position you will be responsible for answering calls that come to any of the Banner facilities, these calls can be from patients, patients family members, external vendors, internal teams (security, facility management). In addition you will coordinate and process all codes, emergencies and responses. Successful candidates will have experience in customer service, in person or over the phone, and multi-tasking skills. Previous experience with handled high volume calls as a Switchboard Operator, Front Desk Receptionist or Scheduler in healthcare is highly preferred but not required. Experience working overnights is helpful. Work Location : Banner Health Corp Phoenix (1441 N 12th St) Training Location : Banner Health Corp Mesa (525 W Brown Rd) Shift Details : Fulltime | 40 Hours / Week Shift times available : Hours : 6a-2 : 30p, rotating working every other weekend 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.

Position 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.

Core 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 organization's 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, organization's 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.
• Works closely with all departments, staff and customers at several facilities to ensure efficient operations. Customers include patients, employees, volunteers, departments, physicians, organizational entities, external vendors and the community at large. 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.

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.