Contact Center Associate PD

Summary:
Under the general supervision of the Manager of HIS/Patient Access is responsible for coordinating communications and maintaining privacy and security of Hospital patients and staff by managing telecommunications processing visitors and implementing emergency response procedures. Works closely with families visitors clinical staff employees admissions staff security and all hospital departments. Operates telecommunications paging and emergency radio system and manages security visitor check in procedures at the main Hospital entrance.

 Responsibilities:
Ensures patient staff and visitor security and safety in the Hospital main lobby. Verifies visitor identity; determines the nature of and confirms the legitimacy of each visit. Manages remote access to the security locking system on the interior Hospital entrance. Maintains accurate visitor logs for security and management purposes.
Protects patient�s rights under state and federal law by maintaining confidentiality of personal information. In accordance with established policies and procedures answers screens and processes incoming and outgoing telephone calls in a prompt accurate and courteous manner.
Coordinates Hospital communications by answering incoming and outgoing calls and directing them accurately. Responds to requests for direct dial numbers department numbers physician on-call status and pages by utilizing computer software and switchboard console equipment. Maintains updated contact information in the event of computer system failure. Maintains and manages distribution of on-call pagers and cell phones. Maintains CyraCom system equipment and interpreter service logs.
Implements Hospital emergency procedures: answers emergency code phone gathers necessary information contacts emergency responders via ERS code channel and announces code over Hospital intercom according to current emergency response procedures. Produces emergency response reports. Responds to daily RIDOH Emergency Radio System roll call per state procedures. Conducts daily tests of the Hospital ERS and maintains documentation
Provides security presence and observes safety conditions in the Hospital lobby. Maintains radio contact with Security in the event of an unsafe condition. Manages access to the Hospital vehicles by maintaining schedules and verifying driver training and license.
Maintains customer focus environment and services in the Hospital main lobby. Distributes Parent Satisfaction Surveys.
Orients and trains new employees coming into this position. Performs other duties as required assigned or directed to include assistance to various hospital departments.
Performs all duties in a safe and professional manner in accordance with established Lifespan Policy.

 Other information:
BASIC KNOWLEDGE:
High school diploma or equivalent. Demonstrated customer service and interpersonal skills required to positively represent the Hospital in greeting visitors and patients. Demonstrated verbal communication skills to effectively process a high volume of calls. Demonstrated ability to respond to all customer and emergency calls in a confident rapid accurate customer friendly and professional manner. Ability to use telephone computer radio and other equipment.
EXPERIENCE:
Reception or customer service and switchboard experience preferred. Basic computer and telephone skills required.
WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS:
Work requires constant sitting frequent visual aural and verbal effort. Work requires frequent telephone and computer equipment usage.
SUPERVISORY RESPONSIBILITY:
None.

 Lifespan is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin age ethnicity sexual orientation ancestry genetics gender identity or expression disability protected veteran or marital status.   Lifespan is a VEVRAA Federal Contractor.

 Location: Bradley Hospital USA:RI:East Providence

 Work Type: Per Diem

 Shift: 1

 Union: Non-Union

Work Schedule:  Fri (10:00A-3P); wknds & Holidays