Guest Services Operator II Mid City

JOB PURPOSE OR MISSION: Efficiently and courteously processes all incoming calls.
Facilitates emergency code paging, voice paging and other internal communications.
Operates a multi-station switchboard by answering, routing calls and assisting internal and external customers.
PERFORMANCE CRITERIA CRITERIA A: Everyday Excellence Values - Employee demonstrates Everyday Excellence values in the day-to-day performance of their job.
PERFORMANCE STANDARDS: • Demonstrates courtesy and caring to each other, patients and their families, physicians, and the community.
• Takes initiative in living our Everyday Excellence values and vital signs.
• Takes initiative in identifying customer needs before the customer asks.
• Participates in teamwork willingly and with enthusiasm.
• Demonstrates respect for the dignity and privacy needs of customers through personal action and attention to the environment of care.
• Keeps customers informed, answers customer questions and anticipates information needs of customers.
CRITERIA B: Corporate Compliance - Employee demonstrates commitment to the Code of Conduct, Conflict of Interest Guidelines and the GHS Corporate Compliance Guidelines.
PERFORMANCE STANDARDS • Practices diligence in fulfilling the regulatory and legal requirements of the position and department.
• Maintains accurate and reliable patient/organizational records.
• Maintains professional relationships with appropriate officials; communicates honesty and completely; behaves in a fair and nondiscriminatory manner in all professional contacts.
CRITERIA C: Personal Achievement - Employee demonstrates initiative in achieving work goals and meeting personal objectives.
PERFORMANCE STANDARDS • Uses accepted procedures and practices to complete assignments.
Uses creative and proactive solutions to achieve objectives even when workload and demands are high.
• Adheres to high moral principles of honesty, loyalty, sincerity, and fairness.
• Upholds the ethical standards of the organization.
CRITERIA D: Performance Improvement - Employee actively participates in Performance Improvement activities and incorporates quality improvement standards in his/her job performance.
PERFORMANCE STANDARDS • Optimizes talents, skills, and abilities in achieving excellence in meeting and exceeding customer expectations.
• Initiates or redesigns to continuously improve work processes.
• Contributes ideas and suggestions to improve approaches to work processes.
• Willingly participates in organization and/or department quality initiatives.
CRITERIA E: Cost Management - Employee demonstrates effective cost management practices.
PERFORMANCE STANDARDS • Effectively manages time and resources • Makes conscious effort to effectively utilize the resources of the organization — material, human, and financial.
• Consistently looks for and uses resource saving processes CRITERIA F: Patient & Employee Safety - Employee actively participates in and demonstrates effective patient and employee safety practices.
PERFORMANCE STANDARDS • Employee effectively communicates, demonstrates, coordinates and emphasizes patient and employee safety.
• Employee proactively reports errors, potential errors, injuries or potential injuries.
• Employee demonstrates departmental specific patient and employee safety standards at all times.
• Employee demonstrates the use of proper safety techniques, equipment and devices and follows safety policies, procedures and plans.
• Consistently looks for and uses resource saving processes JOB FUNCTIONS ESSENTIAL JOB FUNCTIONS include, but are not limited to: 1.
Demonstrates effectiveness in operating telephone switchboard to receive, route, and place calls.
PERFORMANCE STANDARDS: • Answers all incoming calls within 6 rings.
• Receives, places, and transfers calls using appropriate telephone etiquette.
• Handles telephone requests with courtesy, accuracy and respect for confidentiality.
• Demonstrates responsibility for verbal and beeper paging all emergency/disaster codes according to policy.
• Places long distance calls for authorized parties only.
2.
Maintains an awareness of General Health System departments, programs, functions and personnel to facilitate proper call routing.
PERFORMANCE STANDARDS: • Demonstrates the ability to accurately determine which department or extension to connect with caller.
• Utilizes current lists of physicians, key personnel, and contacts.
• Updates computer information system as changes are received.
• Informs other staff members and documents new information when personnel changes, physician address changes, etc.
occur.
• Utilizes daily patient census report and surgery schedules to assist customers.
• Monitors telephone switchboard to ensure that the system is operating properly.
• Maintains disaster cellular phones for availability.
3.
Maintains accurate department logs and forms.
PERFORMANCE STANDARDS: • Demonstrates correct use of all forms required in the day-to-day operation of the switchboard.
• Accurately documents and communicates all matters requiring administrative attention to the Manager.
• Logs and reports switchboard system irregularities as per policy and procedure.
• Properly files departmental logs and forms.
• Maintains on-call book to facilitate contacting appropriate on call personnel.
4.
Demonstrates proper method of overhead paging and external paging to contact physicians/staff.
PERFORMANCE STANDARDS: • Broadcasts authorized overhead pages immediately recording each on the log sheet.
• Operates paging and beeper system to locate doctors and personnel, immediately upon request, recording each on the log sheet.
• Calls emergency patient/disaster codes immediately upon receipt following appropriate policies and procedures as per specific code.
• Consistently avoids access utilization of paging systems for non-emergency needs.
5.
Performs all other duties as assigned.
SPECIFIC EXPERIENCE REQUIREMENTS Experience in switchboard, receptionist, or clerical work preferred.
SPECIFIC EDUCATIONAL REQUIREMENTS High School Diploma or GED preferred.
SPECIAL SKILL, LICENSE AND KNOWLEDGE REQUIREMENTS Computer skills preferred.
HIPAA REQUIREMENTS: Maintains knowledge of and adherence to all applicable HIPAA regulations appropriate to Job Position including but not limited to: patient demographics, patient related complaints, and information related to patient location.
SAFETY REQUIREMENTS: Maintains knowledge of and adherence to all applicable safety practices appropriate to Job Position including but not limited to: Incident reporting, hand washing, and environment of care.