The Impact You Can Make
Responsible for triaging and processing all customer calls, while following specific protocols for each department and physician practice (800 customers). Processing calls includes transferring, connecting, paging, two-way radios, cell texting, faxing, and e-mailing. Responding quickly to over 18 types of codes, more than 4 emergency procedures, and over 10 types of alarm procedures that have multiple alarms associated with each. Manages and processes calls for the physician answering service. Troubleshoots and replaces pagers 24hrs a day. Troubleshoots cell phone issues. Monitors weather radio. Monitors fax machine for alerts, as well as daily clerical duties.
Team Impact
In this role, you will have the opportunity to triage and process customer calls for Glens Falls Hospital. You will be counted on to follow specific protocols for each department and physician practice (800 customers) in our service area. You will help provide great customer service and contribute to optimizing our organizational functioning by rapidly responding to over 18 types of codes, more than 4 emergency procedures, and over 10 types of alarm procedures that have multiple alarms associated with each. By serving as a key stakeholder in improving the overall functioning of our organization and its critical response procedures, you will have a substantial impact on optimizing patient care and improving the patient experience.
Some highlights about this opportunity include:
· Full time opportunity with 6am-2pm schedule and rotating weekend shift
· Position is eligible for 10% shift differential added to base pay for weekend work
· Opportunity to work in a dynamic and fast-paced clerical role
· Excellent opportunity for emergency-call dispatchers to work in a hospital environment
· Comprehensive paid orientation phase to support your success if you are new to healthcare
· Room for career growth if you choose to further advance your administrative career at the hospital
The Glens Falls Hospital Impact
Mission
Our Mission is to improve the health of people in our region by providing access to exceptional, affordable, and patient-centered care every day and in every setting.
How You Will Fulfill Your Potential
Responsibilities
Processing and Triaging Customer Calls:
· Use expert knowledge to respond to individual customer needs, while following specific protocols for each department
· Includes operator calls, incoming calls, command center calls, as well as calls to Transcription, Patient Billing, Patient Transport, Emergency Services, Cancer Center, Center for Occupational Health, Security, Facilities, and Pastoral Care
· Answer and direct all incoming and in-house calls via transfers, connecting to outside numbers, conference calls and multiple other routes as needed
· Assist with line break-ins and international calling
· Demonstrate responsibility and dependability by adhering to assigned work schedule
Physician Answering Service:
· Answer and process patient calls including taking/delivering messages, utilizing multiple processes (e.g., paging, cell text, two-way pagers, e-mail, and fax) according to specific instructions provided by each provider/customer
· Obtain updated information for our customers (e.g., new phone numbers, hours, changes in call handling instructions, etc.)
· Obtain physician consults and deliver to appropriate provider by following on-call and call handling instructions
· Troubleshoot as needed for Amtelco, E-response, MDR, Voice Logger, Ultracomm, Pagers, and cell phones
Incident Command:
· Respond to incident command during Code HICS to answer phones
· Must complete the monthly Telecomm emergency preparedness exercises, or attend the monthly tabletop
Pagers:
· Troubleshoot, activate, change-out, and deactivate pagers
· Assist in managing inventory, and pager documentation
· Must be knowledgeable about the various types of pagers (e.g. numeric, Bravo 802, Bravo 502, Gold, and Apollo) and how to use each device
· Perform regular testing pagers 3 times per day
Emergency Preparedness/Response:
· Make overhead announcements and take ownership of contacting/dispatching appropriate parties for response to all codes, alarms, and Emergency Procedures
· Maintain familiarity of 96-hour plan and COOP
· Must be knowledgeable about hospital Emergency Preparedness policies, Telecommunications policies for
o Instances when Amtelco is down
o The use of the consoles
o The use of Red Phones
o The use of back up switch phones,
o The use of the back-up paging system/back up cell text phone, Telecomm e-mail contacts, and Emergency Book
· Must understand when and how to use GETS cards in case of emergency
· Monitor cases of severe weather
· Maintain good working knowledge of how to use satellite phones and their data connection for use as a Wi-Fi hotspot for internet on the laptop, and Operator/Incident Command phones
Other Duties Responsibilities:
· Data entry/management of daily list of patients and rounding sheets for Hudson Headwaters Health Network (HHHN)
· Maintain and update on-call schedules in Amtelco and remain knowledgeable about the programming of the on-call.
The Impact You Can Make
Responsible for triaging and processing all customer calls, while following specific protocols for each department and physician practice (800 customers). Processing calls includes transferring, connecting, paging, two-way radios, cell texting, faxing, and e-mailing. Responding quickly to over 18 types of codes, more than 4 emergency procedures, and over 10 types of alarm procedures that have multiple alarms associated with each. Manages and processes calls for the physician answering service. Troubleshoots and replaces pagers 24hrs a day. Troubleshoots cell phone issues. Monitors weather radio. Monitors fax machine for alerts, as well as daily clerical duties.
Team Impact
In this role, you will have the opportunity to triage and process customer calls for Glens Falls Hospital. You will be counted on to follow specific protocols for each department and physician practice (800 customers) in our service area. You will help provide great customer service and contribute to optimizing our organizational functioning by rapidly responding to over 18 types of codes, more than 4 emergency procedures, and over 10 types of alarm procedures that have multiple alarms associated with each. By serving as a key stakeholder in improving the overall functioning of our organization and its critical response procedures, you will have a substantial impact on optimizing patient care and improving the patient experience.
Some highlights about this opportunity include:
· Full time opportunity with 6am-2pm schedule and rotating weekend shift
· Position is eligible for 10% shift differential added to base pay for weekend work
· Opportunity to work in a dynamic and fast-paced clerical role
· Excellent opportunity for emergency-call dispatchers to work in a hospital environment
· Comprehensive paid orientation phase to support your success if you are new to healthcare
· Room for career growth if you choose to further advance your administrative career at the hospital
The Glens Falls Hospital Impact
Mission
Our Mission is to improve the health of people in our region by providing access to exceptional, affordable, and patient-centered care every day and in every setting.
How You Will Fulfill Your Potential
Responsibilities
Processing and Triaging Customer Calls:
· Use expert knowledge to respond to individual customer needs, while following specific protocols for each department
· Includes operator calls, incoming calls, command center calls, as well as calls to Transcription, Patient Billing, Patient Transport, Emergency Services, Cancer Center, Center for Occupational Health, Security, Facilities, and Pastoral Care
· Answer and direct all incoming and in-house calls via transfers, connecting to outside numbers, conference calls and multiple other routes as needed
· Assist with line break-ins and international calling
· Demonstrate responsibility and dependability by adhering to assigned work schedule
Physician Answering Service:
· Answer and process patient calls including taking/delivering messages, utilizing multiple processes (e.g., paging, cell text, two-way pagers, e-mail, and fax) according to specific instructions provided by each provider/customer
· Obtain updated information for our customers (e.g., new phone numbers, hours, changes in call handling instructions, etc.)
· Obtain physician consults and deliver to appropriate provider by following on-call and call handling instructions
· Troubleshoot as needed for Amtelco, E-response, MDR, Voice Logger, Ultracomm, Pagers, and cell phones
Incident Command:
· Respond to incident command during Code HICS to answer phones
· Must complete the monthly Telecomm emergency preparedness exercises, or attend the monthly tabletop
Pagers:
· Troubleshoot, activate, change-out, and deactivate pagers
· Assist in managing inventory, and pager documentation
· Must be knowledgeable about the various types of pagers (e.g. numeric, Bravo 802, Bravo 502, Gold, and Apollo) and how to use each device
· Perform regular testing pagers 3 times per day
Emergency Preparedness/Response:
· Make overhead announcements and take ownership of contacting/dispatching appropriate parties for response to all codes, alarms, and Emergency Procedures
· Maintain familiarity of 96-hour plan and COOP
· Must be knowledgeable about hospital Emergency Preparedness policies, Telecommunications policies for
o Instances when Amtelco is down
o The use of the consoles
o The use of Red Phones
o The use of back up switch phones,
o The use of the back-up paging system/back up cell text phone, Telecomm e-mail contacts, and Emergency Book
· Must understand when and how to use GETS cards in case of emergency
· Monitor cases of severe weather
· Maintain good working knowledge of how to use satellite phones and their data connection for use as a Wi-Fi hotspot for internet on the laptop, and Operator/Incident Command phones
Other Duties Responsibilities:
· Data entry/management of daily list of patients and rounding sheets for Hudson Headwaters Health Network (HHHN)
· Maintain and update on-call schedules in Amtelco and remain knowledgeable about the programming of the on-call.