Nuvance Health has a network of convenient hospital and outpatient locations — Danbury Hospital, New Milford Hospital, Norwalk Hospital and Sharon Hospital in Connecticut, and Northern Dutchess Hospital, Putnam Hospital Center and Vassar Brothers Medical Center in New York — plus multiple primary and specialty care physician practices locations, including The Heart Center, a leading provider of cardiology care, and two urgent care offices. Non-acute care is offered through various affiliates, including the Thompson House for rehabilitation and skilled nursing services, and the Home Care organizations.

Summary:

I will provide all customers with caring and personalized service when responding to all in-coming and out-going calls and messages. Demonstrates regard for the dignity and respect of all patients, family members, visitors and medical center personnel as defined in the philosophy of Health-Quest and its Affiliates. The Telecommunications Attendant II works in conjunction with Guest Services to create a helpful, positive first impression of the organization, and to maintain an appropriate environment.

Responsibilities:

Operates multi-position console and other communication systems to process calls to ensure accurate and timely hospital communications are facilitated and represents the hospital in a manner consistent with the customer service the approved policies / procedures at all times. Displays a caring and courteous attitude and represents the medical center in a positive manner to all persons.
Answer in-coming calls in a prompt and professional manner, exhibiting proper guest relation skills at all times, using the approved greeting. (Example: “Good **** Vassar Brothers Medical Center/ Putnam Hospital Center / Northern Dutchess Hospital – How may I help you?”
Answer, process and prioritize all emergency codes using communicated policies and procedures. Demonstrate high sense of urgency when communicating with departments and physicians. Answer emergency code calls within 2 rings.
Following documented procedures; page all emergency codes, house emergencies and all announcements in a professional manner and according to specified guidelines as instructed.
Contact / Page physicians, department heads, on-call staff or hospital personnel in a professional manner. Following policies and utilizing daily schedules when paging for in-house and outside calls.
Relay all messages or changes in policy or procedures to other operators as directed by Supervisor.
Record and relay all messages for departments, doctors, or individuals that come through the switchboard in a timely fashion.
Respond timely to Overhead page requests, code stats, code stroke and notify appropriate staff.
Handle calls for Radiologist, MRI, Ultra Sound, Echo, Administration, Cardiologist, CT PA’s and Spiritual Care Services as directed.
Send urgent broadcast via Vocera, overhead paging system, and security radio when HELP team calls are received and notify appropriate staff for Rapid Response calls.
Ensure timely documentation regarding codes, incidents, and miscellaneous items.
Direct calls to the correct patient room using the web-based system provided. Maintain compliance related to privacy based on the patient request and adherence to NYS for Federal requirements for mental health patients.

Other information:

Required: High school diploma or equivalent.

Desired:

General knowledge of a telecommunications switchboard or call center experience.
Minimum of 12 months of direct customer service experience.
One year of experience within the medical field.
Leadership Qualities and experience.
Three months required for learning period.

Location: Vassar Brothers Medical Center

Work Type: Full-Time

Standard Hours: 40.00

FTE: 1.000000

Work Schedule: DAY 8.5

Work Shift: Sunday - Monday 7:00am - 4:30pm, Wednesday / Friday / Saturday 7:00am - 4:00pm

Org Unit: 1621

Department: IT Call Center

Exempt: No

EOE, including disability/vets.

We will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to complete this form or to participate in an interview, please contact Human Resources at 203-739-7330 (for reasonable accommodation requests only). Please provide all information requested to assure that you are considered for current or future opportunities.