At Bon Secours Mercy Health, we are dedicated to continually improving health care quality, safety and cost effectiveness. Our hospitals, care sites and clinicians are recognized for clinical and operational excellence. Job Description **Summary** This PRN position responds to inputs from multiple phone sources including but not limited to switchboard traffic, Physician hotline phone, Hospice & Cancer Treatment Centers after hours, weekends & Holidays with verbal output, connection to a destination and /or electronic notification with rapid, accurate, and courteous throughput. Also responsible for rapid, accurate, and courteous response to walk up window traffic. **Essential Duties and Responsibilities** + Responsible for immediate response to physicians hotline calls facilitating requests in a rapid, accurate and courteous manner. + These requests may include but are not limited to transfers, connections to other physicians, or assistance in location of patients in the Medical Center. + Responsible for proper contact of Administrator on-call as requested by House Supervisor, Physicians or other Administrators. + Responsible for paging of ancillary personnel on-call after hours, weekends & holidays as requested by Physicians or House + Supervisor, including but not limited to Ultra Sound, Nuclear Medicine & MRI. + Responsible for answering & timely facilitation of Hospice calls after hours, weekends & Holidays with courtesy and empathy to + callers at all times. Precise and timely paging of on-call personnel for caller. Responsible if needed to stay on the line with caller as a comfort measure until nurse is able to call in and resolve the patient/family issues. + Responsible for answering and timely facilitation of Cancer Treatment Center calls after hours, weekends & Holidays with courtesy & respect for callers and families at all times. + Responsible for response and transfer of TTY / TDD calls (for deaf callers) to requested area's within the Medical Center. Operator must know proper terminology to communicate with these callers. + Assists customers at the Service Window in a timely manner being courteous, helpful and friendly at all times. + Performs daily checks of departmental equipment to assure proper function and submits work orders as needed. + Quantros of issues that need to be addressed immediately so a proper resolution can be made. + Specially trained in pager issuance, programming, ordering, returning and burning of various group pagers. Also responsible for brief instructions to staff with questions regarding pager functions. + Answers calls in a professional manner identifying self, area and verbally offering assistance in accordance with the standard telephone courtesies + Must be proficient in good listening skills, friendly tone of voice while speaking slowly and clearly + Must use excellent telephone courtesies such as asking permission to place on hold or transfer calls while showing respect for the customer. + Must provide caller with extension number and name of department that call is being transferred to. + Maintains a reasonable amount of calls per hour as well as throughput of calls within specified benchmarks to maintain appropriate productivity + Be familiar with all resources and services available to callers and offer these resources and services as appropriate. Review of the SRMC webpage a minimum of twice weekly is expected to remain current on all groups, services etc being offered. + Responsible for timely updates to information sources within the Communications Department. + Responsible to assist callers with simple instructions to the Medical Center as well as navigation through the Medical Center itself. + Responsible as requested to talk a customer through navigation of the SRMC webpage and assistance in finding information they are requesting. + Responsible for maintaining confidentiality. + Responsible for maintaining appropriate noise level in department at all times. + Ability to work independently with minimal supervision. + Any other duties as assigned by the Director, or Supervisor **Qualifications:** Candidate must be able to type 30-40 wpm and excel in customer service. Must be competent in Excel, Word, as well as AS400. Must be familiar with the St. Rita's webpage and how to maneuver around to assist callers to the Call Center. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. High school diploma or general education degree (GED): or one to three years related experience and/or training; or equivalent combination of experience and education Fluctuating Shifts Must work 3 holidays per year Must work every other weekend Many of our opportunities reward* your hard work with: Comprehensive, affordable medical, dental and vision plans Prescription drug coverage Flexible spending accounts Life insurance w/AD&D Employer contributions to retirement savings plan when eligible Paid time off Educational Assistance And much more *Benefits offerings vary according to employment status All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com . If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com