- High School Diploma or GED
- Customer Service
Nuvance Health is a family of award-winning nonprofit hospitals and healthcare professionals in the Hudson Valley and western Connecticut. Nuvance Health combines highly skilled physicians, state-of-the-art facilities and technology, and compassionate caregivers dedicated to providing quality care across a variety of clinical areas, including Cardiovascular, Neurosciences, Oncology, Orthopedics, and Primary Care.
Nuvance Health has a network of convenient hospital and outpatient locations — Danbury Hospital, New Milford Hospital, Norwalk Hospital and Sharon Hospital in Connecticut, and Northern Dutchess Hospital, Putnam Hospital Center and Vassar Brothers Medical Center in New York — plus multiple primary and specialty care physician practices locations, including The Heart Center, a leading provider of cardiology care, and two urgent care offices. Non-acute care is offered through various affiliates, including the Thompson House for rehabilitation and skilled nursing services, and the Home Care organizations. For more information about Nuvance Health, visit www.nuvancehealth.org.
Title: Telecommunications Attendant I
Reports To: Supervisor Call Center
Department: Information Technology
FLSA Status: Non-Exempt
Purpose: The Call Center Telecommunications Attendant I will provide all customers with caring and personalized service when responding to all in-coming and out-going calls and messages. Demonstrates regard for the dignity and respect of all patients, family members, visitors and medical center personnel as defined in the philosophy of Health-Quest and its Affiliates. The Telecommunications Attendant II works in conjunction with Guest Services to create a helpful, positive first impression of the organization, and to maintain an appropriate environment.
Operates multi-position console and other communication systems to process calls to ensure accurate and timely hospital communications are facilitated and represents the hospital in a manner consistent with the customer service the approved policies / procedures at all times. Displays a caring and courteous attitude and represents the medical center in a positive manner to all persons.
Answer in-coming calls in a prompt and professional manner, exhibiting proper guest relation skills at all times, using the approved greeting. (Example: “Good **** Vassar Brothers Medical Center/ Putnam Hospital Center / Northern Dutchess Hospital – How may I help you?”
Answer, process and prioritize all emergency codes using communicated policies and procedures. Demonstrate high sense of urgency when communicating with departments and physicians. Answer emergency code calls within 2 rings.
Following documented procedures; page all emergency codes, house emergencies and all announcements in a professional manner and according to specified guidelines as instructed.
Contact / Page physicians, department heads, on-call staff or hospital personnel in a professional manner. Following policies and utilizing daily schedules when paging for in-house and outside calls.
Relay all messages or changes in policy or procedures to other operators as directed by Supervisor.
Record and relay all messages for departments, doctors, or individuals that come through the switchboard in a timely fashion.
Respond timely to Overhead page requests, code stats, code stroke and notify appropriate staff.
Handle calls for Radiologist, MRI, Ultra Sound, Echo, Administration, Cardiologist, CT PA’s and Spiritual Care Services as directed.
Send urgent broadcast via Vocera, overhead paging system, and security radio when HELP team calls are received and notify appropriate staff for Rapid Response calls.
Ensure timely documentation regarding codes, incidents, and miscellaneous items.
Direct calls to the correct patient room using the web-based system provided. Maintain compliance related to privacy based on the patient request and adherence to NYS for Federal requirements for mental health patients.
Use the written algorithms associated with each code to contact the appropriate teams for all Codes.
Document accurately and timely utilizing the appropriate log sheets for Code Blue, Rapid Response, Code Stroke, Code Gray, Code Silver, Code Sepsis, Code Green, Code Amber, Code Yellow, Code Purple, Code Orange, Code H, Code Help/SOS, Code Red, PAMI/STEMI, NIS, Trauma Levels 1 and 2.
Monitors all emergency devices and alarm systems and notifies the appropriate personnel when activated. Documents accurately and timely utilizing the appropriate log books/sheets and or incident reports for all Emergency alarms. Maintains contact with Engineering and Security at all times.
Notifies Engineering of any alarms or of any problems: (Medical Gas and Non-Medical Gas)
Elevator Alarms Code Alarm Panel Steam/Gas/Boiler Alarm Blood Bank
Oversees code alarm panel and immediately notify code STAT team when activated.
Notifies HQIT Telecom and Supervisor in the event alarm light appears on console and ticket info.
Ensures timely Radio check with Security upon start of shift.
After hours handles calls for Engineering, EVS and use radio communication when necessary.
Performs miscellaneous responsibilities as they relate to patients or facility.
Restricts/restores telephone service on in-house extensions as directed by patient or nursing supervisor.
Notifies EVS or Engineering of any telephone or TV issues and concerns in patient rooms.
Promotes and contributes positively to intra-departmental and inter-departmental relationships with no more than two complaints in a six-month period.
Maintains the confidentiality of employees and departmental information with no infractions.
Wears appropriate business attire, adheres to departmental and medical center dress codes as observed by supervisor, and wears a Health-Quest picture identification badge, 100% of the time.
Demonstrates willingness to assist co-workers and/or to accept additional assignments as requested to support the department's efficiency as observed by the supervisor.
Responds to all Supervisors’ requests for information and assists in a timely and courteous manner.
Demonstrates a high level of mental and emotional tolerance and even temperament when dealing with people; uses tact, sensitivity and sound judgment at all times.
Maintains proper attendance and punctuality to ensure that the department is operated in an efficient and cost-effective manner.
Maintains proper attendance in accordance with the organization policy and in accordance to the organization and departmental dependability policy.
Provides adequate notice to supervisor prior to absence or lateness in accordance with departmental/hospital policy.
Adheres to all Hospital / Health Quest policies (Electronic Use)
Promotes a safe and efficient working environment by adhering to hospital and department policies and procedures.
Adhering to Infection Control and Quality Assurance Policies and Procedures at all times.
Maintains appearance of work area (s) according to department standards at all times.
Adheres to all safety regulations reporting any variances to supervisor immediately.
Attends and actively participates in all in-services as required.
Reports immediately all incidents, irregularities, unsafe conditions, equipment and/or unusual occurrences to supervisor.
Offer assistance with guest complaints/concerns by maintaining knowledge of resources and service
Oversee Pager and Vocera repair/loaner program as documented in our standard operating procedures.
Activate/Replace pagers for On-Call personnel upon the direction of leadership
Order/Return/Troubleshoot broken pagers through American Messaging
Assist in logging Voceras for Loaner/Repair and returning for repairs
Leadership Skill Requirements
Maintain and Model REACH Values: (Respect, Excellence, Accountability, Compassion, Honor) .
Action and Results-Oriented: Ability to establish goals and drive results amongst subordinate staff.
Ability to Build Relationships Through Integrity and Trust: Ability to quickly gain the trust and respect of others, drive collaboration, build a teamwork environment, search for the win/win scenarios.
Ability to lead using influence, rather than possessing direct authority over others.
Ability to be sensitive, yet direct in both verbal and written communications.
Functional/Technical Skills Requirements:
Communications: Excellent written and verbal communications skills. Ability to take abstract, complex and/or technical information and break it down for a variety of audiences in a way that is meaningful for them.
Functional Oversight: Issue identification, gap analysis, ability to prioritize business needs and execute solutions.
Education and Experience Requirements:
Education: Requires high school diploma or equivalent.
General knowledge of a telecommunications switchboard or call center experience.
Minimum of 12 months of direct customer service experience.
One year of experience within the medical field.
Leadership Qualities and experience.
Three months required for learning period.
Factors affecting environment conditions may vary depending on the assigned work area and tasks. Potential environmental exposures include, but are not limited to:
Requires remaining in the same position over long periods of time
Some minor physical inconvenience or discomfort routinely present in the work situation (moderately noisy, disagreeable odors, etc.) or occasional exposure to minor injury or other occupational hazards requiring precaution.