Telephone Operator (Casual) - Thomas Jefferson University Hospitals : Job Details

Job DetailsJob DescriptionJob Summary:The Communications Specialist serves as an ambassador for internal and external customers calling the main number of a Jefferson Health facility 24 hours a day, 7 days a week, and 365 days a year. The team is often the first point of contact for patients and family members to Jefferson Health so it is important that they provide service excellence to ensure a positive interaction by answering all calls with a voice with a smile . The Communications Specialist is also responsible for assisting all internal callers with general contact information, call transfers, paging and related information, on-call schedules, and processing critical hospital codes.Shift: SAT AND/OR SUNDAY -8 hrs. biweekly(This department runs 24 hrs. must be flexible to work different shifts when needed)ESSENTIAL RESPONSIBILITIES:Interacts with co-workers, visitors, and other staff consistent with the values of JeffersonProviding Service Excellence to all callers internal and externalPromptly answers incoming calls and asks appropriate questions to properly direct the callUtilized all available resources so calls are directed timely and accuratelyMakes outbound calls when follow-up is neededEnsures urgent calls are handled with priority and escalation processes are utilized when necessaryCommunicates effectively with patients, physicians and other departments regarding delaysPractices de-escalation and service recovery methodsConsistently achieve team metric standards and expectationsProvide a smooth transition for all internal and external customers by utilizing excellent customer service skills and effective communicationBrings forth any compliance or ethics issues and recommendations for operational improvementDemonstrate reliability in daily work practices with a clear understanding of Jefferson Health policies and proceduresAdditional miscellaneous duties and responsibilities may be assigned by leadershipPrior experienceas a Communications Specialist/ Operators in a hospital, call center or comparable environment but works in a position with applicable customer service contact preferredHigh School graduate or equivalent requiredTelecommunications System - Spok, Paging, Paging Systems, Cell Phones and related systems and equipmentComputer Skills,Multi-tasking - Ability to navigate multiple screens while talkingMust be flexible towork holidays and alternate shiftsThis department runs 24 hrs. must be flexible to work different shifts when neededKnowledge of Medical terminology preferredGood interpersonal/communications skills. Some computer knowledge. Bilingual or multilingual person preferred.Work ShiftRotating (United States of America)Worker Sub TypeRegularPrimary Location Address1200 Old York Road, Abington, Pennsylvania, United States of AmericaNationally ranked, Jefferson, which is principally located in the greater Philadelphia region, Lehigh Valley and Northeastern Pennsylvania and southern New Jersey, is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65,000 people strong, dedicated to providing the highest-quality, compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrow's professional leaders for 21st-century careers; and creating new knowledge through basic/programmatic, clinical and applied research. Thomas Jefferson University, home of Sidney Kimmel Medical College, Jefferson College of Nursing, and the Kanbar College of Design, Engineering and Commerce, dates back to 1824 and today comprises 10 colleges and three schools offering 200+ undergraduate and graduate programs to more than 8,300 students. Jefferson Health, nationally ranked as one of the top 15 not-for-profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas, serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region. Jefferson Health Plans is a not-for-profit managed health care organization providing a broad range of health coverage options in Pennsylvania and New Jersey for more than 35 years. Jefferson is committed to providing equal educational and employment opportunities for all persons without regard to age, race, color, religion, creed, sexual orientation, gender, gender identity, marital status, pregnancy, national origin, ancestry, citizenship, military status, veteran status, handicap or disability or any other protected group or status.