Via Christi Health's rich history of serving the people of Kansas and the surrounding region dates back more than 100 years to the healing ministries of our founding congregations. Today, Via Christi Health is the largest provider of health care services in Kansas. We serve Kansas and northeast Oklahoma through our doctors, hospitals, senior villages and health services.
This position serves at a centralized location facilitating and coordinating the telephone communication throughout the hospital. They are responsible for creating the important “positive first impression” of the hospital for all patients, visitors, guests, and callers. Assists the Manager/Director as needed.
Key Responsibilities/Essential Functions:
Responsible for calls received at the switchboard (external/internal/emergency). Utilizing reference materials to correctly route callers to appropriate person/department/patient room.
Uses computer systems effectively to obtain information, produce reports and solve problems for patients, visitors, staff and callers. Update and maintain reference material for Dispatch Operators
Responsible for paging throughout the facility including PA, manual paging, paging through computer messaging system for Physicians and staff.
Responsible for following campus specific protocol for all codes and alerts and alarms. May include daily testing of designated emergency response plans.
Promotes continuous quality improvement in operations and in job performance.
Responsible for assisting with the training of new and existing staff to meet performance expectations of department and Ministry.
May perform other duties as assigned or requested.
MRHC & VCH-Wichita Ministry only:
Responsible for posting monthly Dispatch Operator schedule or replacement coverage when unplanned PTO is utilized by staff. May be asked to rotate or switch shifts to meet staffing requirements.
Education and/or Experience
High school diploma or equivalent.
One year experience in high volume call center or switchboard operation with focus on Customer Service, preferred.
Knowledge of Microsoft office (Word/Excel) preferred
VCH Wichita Ministry only :
2 years experience in medical switchboard/call center operation and training in both operation and administration of any Windows based Messaging program preferred: or an equivalent combination of education and experience.
A personal presence which is characterized by a sense of honesty, integrity and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals and values of Via Christi Health.
Exhibits compassion for patients, family members, and others; along with a nurturing spirit to provide care during emotionally stressful situations.
Must display good verbal and written communication skills, and be able to professionally receive and follow oral instructions.
Strong customer service skills.
Ability to perform independently and to multi-task.
Effective organization skills including the ability to effectively manage multiple priorities from staff, departments and customer service expectations.
Knowledge of computers and multi-line telephone operations.
Knowledge of all general office related equipment.
Excellent written and verbal communication skills.
VCH Wichita Ministry only :
Excellent typing skills are essential, minimum of 50 words per minute required
Certificates, Licenses, Registrations
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodationsmay be made to enable individuals with disabilities to perform the essential functions.
Frequently required to carry or lift items weighing up to 10 pounds.
Occasionally required to carry or lift items weighing up to 25 pounds for short distances.
Occasionally required to stand or walk.
Frequently required to sit in a stationary position.
Occasionally performs activities that require stooping, bending and reaching, squatting, balancing, and trunk twisting throughout the day.
Constantly able to communicate verbally and in written form.
Frequently able to detect and discern both loud and soft sounds such as phone calls and customer questions.
Constantly able to use hands and fingers to type, write, and file.
Frequently able to use near vision for viewing computer monitor and written materials.
Occasionally required to detect unusual odors that could indicate environmental issues.
Ability to occasionally push an adult patient in a wheelchair.
Ability to use voice extensively.
The noise level in the work environment is usually moderate.
Position Scope/Patient Population:
Specific scope of care and patient populations are identified in the Unit Specific Structure Standards.
Via Christi Health is an Equal Opportunity Employer.
Via Christi Health System - 17 months ago