Message Center Operator at West Florida Medical Center Clinic PA – Pensacola, Florida

JOB SUMMARY

Doctors Call Center (DCC) is responsible for routing calls through the tower and satellites 12 hours per day, 7 days per week. This department is also an answering service that answers for MCC Physicians as well as out-sourced clients.

WORK SCHEDULE

This position is scheduled for 25 hours per week. Hours are Monday from 7:00 AM until 12:00 PM; Wednesday and Thursday 7:00 AM until 1:00 PM; and Friday 11:00 AM until 7:00 PM and may include holidays as needed. Flexibility is necessary to meet operational and business needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answer incoming calls accurately and efficiently; this includes transferring to Physicians offices and specified departments, paging Physicians and/or staff members, giving directions and limited information, and answering general questions (office hours, clinic locations and phone numbers).
• Placing outgoing calls for Physicians and staff members; this includes calling outside physicians, hospitals and facilities, pharmacies and patients.
• Responsible for contacting Physicians for hospital floors, patient calls and emergency situations. Responsible for utilizing all avenues to reach Physicians and staff; this includes calling offices, paging through in-house paging system and/or outside paging services, calling residential and/or cell phones.
• Triaging and dispatching emergency calls regarding Codes (MRT’s, Code 3, Code Pink and Elevators) according to established policies and procedures.
• Prioritizing calls and verifying the proper calls (traumas, codes, ER and stats)
• Properly keeping and filing documentation (which is stored for 10 years); this includes AM sheets, tickets, etc.
• Filing Meditech (consults, admits, discharges, courtesy notifications), notifying Physicians of consults after hours, printing Physicians rounds reports, attach all Meditech info to Physicians rounds reports in the AM
• Knowledge of Physicians specialties and their department’s rules and procedures regarding such issues as call and consult rules.
• Monitoring all alarms for main building, ASC, and Satellites; this includes security cameras, fire panel, chiller light, elevator panel and calls from Panhandle.
• Responsible for maintaining Physician, employee and patient confidentiality.
• Must have working knowledge of equipment used on daily basis (computers, multi-line phone, copier and fax machine)
• Assist with updating and maintaining of contact information, demographics and department procedure as needed.
• Responsible for completing the AM sheets daily for use by the Call Center Team.

CORPORATE CULTURE RESPONSIBILITIES

• Follow established corporate and department-specific policies and procedures.
• Attend all corporate and department-specific required training.
• Uphold MCC’s Purpose, Values, and Vision.
• Abide by MCC’s Corporate Culture Responsibilities.
• Perform other duties as may be assigned cheerfully and willingly.

EDUCATION/EXPERIENCE REQUIREMENTS

• Minimum education requirement is high school diploma or GED.
• Minimum of 1 years’ experience working in a call center environment.

KNOWLEDGE, SKILLS AND ABILITIES

• Displays customer services skills, strong interpersonal skills, close attention to detail, and excellent verbal and written communication skills.
• Be a person of integrity and character, willing to embrace change and make a positive impact in the lives of patients and co-workers.
• Ability to work with staff members at all levels of the organization in a cooperative, team-oriented manner.
• Displays computer proficiency and ability to quickly learn new applications.
• Proficient in use of English language both in written and verbal communication.
• Must be able to communicate with individuals of varying socio-economic backgrounds.
• Displays ability of giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Professional demeanor and recognition of privacy considerations for patients and families.
• Must be responsible, dependable and have good organizational skills
• Must be able to efficiently communicate with co-workers, Physicians, employees and patients over the phone and in person.
• Be willing to learn new equipment and processes quickly
• Be a self-motivated team player
• Desired ability to effectively multi-task and have strong analytical skills.
• Ability to generate ideas to make existing processes more efficient
• Ability to make complex decisions with minimal supervision
• Must be able to easily adapt to change
• Ability to remain calm and make critical decisions during stressful situations.

PHYSICAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Strength (Lift/Carry/Push/Pull): Sedentary (exerting up to 10 pounds of force occasionally)
• Standing/Walking: Occasionally; activity exists up to 1/4 of the time
• Keyboarding/Dexterity: Frequently; activity exists from ¾ of the time
• Ability to look at a computer screen for extended periods.
• Ability to perform constant repetitive hands and finger motions.
• Ability to work in various positions (sitting, bending, and reaching) for extended periods of time.
• Talking (Must be able to effectively communicate verbally): Yes
• Seeing: Yes
• Hearing: Yes

EMOTIONAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Must exhibit stable work behaviors daily.
• Must possess adequate individual coping skills.
• Ability to remain calm and professional regardless of workload or time constraints.
• Must be able to work under stress and remain calm and professional.

WORK ENVIRONMENT

• Call Center/Dispatch office environment
• Exposed to frequent and constant interruptions in daily functions/schedule.
• Must be available to customers and staff throughout the day.
• May be required to work extended hours to meet department needs.