Responds to emergencies/alarm systems for all Altru Health System buildings and promptly executes proper procedures and documentation including tracking of 911 calls to dispatch. This position handles all communication in a prompt, accurate, and courteous manner both over the phone and in-person. The representative initiates and manages interactions with on-call personnel and coordinates and assists with paging appropriate personnel as directed. When the Security Officer is called away from their station, the Switchboard Operator acts as a resource for families by answering questions and directing them to services they may need primarily over the phone.
Essential Job Functions:
Positively greets and accurately communicates information to all patients and guests arriving at Altru Health System. Initiates and implements all aspects of service excellence utilizing good judgment in providing companionship/escort services as deemed appropriate while ensuring all patient/guest needs are met. Handles all communication over the phone or in person in a prompt, accurate, timely and courteous manner.
Proactively helps identify service needs within Altru Health System (i.e. cafeteria, restrooms, telephone, etc.) and outside of Altru Health System (i.e. convenient restaurants, hotels, shopping locations, and community attractions).
Responds to all emergency/alarm systems for all Altru Health System buildings and promptly executes proper procedures and documentation. Creates log for each emergency with detailed information (i.e. time of call, location, time overhead completed, time page was sent, any unusual nuances with the calls, etc.)
Monitors the facilities Control Center Screens; responds to system alarms, locates the area impacted, silences the alarm, and imitates emergency notification processes specific to each area (Fire, Infant Security, and or Pneumatic tube system).
Takes calls for Biomed, IT, and Maintenance after business hours; logs non urgent issues or follows appropriate processes for notification of on call personal for urgent issues.
Receives and screens internal and external calls; answers incoming emergency and non-emergency calls for medical service. Triages calls to appropriate areas or creates electronic messages and sends to appropriate provider office for follow-up.
Coordinates closely with Guest Service Representatives, Greeters and other service areas within Altru Health System to maximize the ability to provide patient/guest assistance and services; works collaboratively with volunteers.
Utilizes computer systems to look up information to direct the patients, family members and visitors appropriately. (i.e. scheduled appointments, physician location, patient rooms, etc.). Captures patient information from callers after hours regarding appointments or other medical questions. Follow-up with appropriate staff as needed.
Coordinates and assists contacting providers on-call at all times of the day including weekends. Ensures all call schedules are accurate. Updates call schedules as needed.
Coordinates and assists contacting Case Management/Care Management team members from outside facilities and family members.
Will cross train in Guest Service Representative role as part of professional development.
