Overview:
FirstHealth is seeking a dedicated and professional Communications Specialist to answer and direct calls in a polite, efficient manner. This role is crucial for maintaining effective communication within our hospital and providing exceptional support to our physicians, staff, and patients.
Responsibilities:
In addition to the following essential position competencies, other competencies may be required to meet the changing organizational needs.
1. Uses an appropriate problem-solving approach to plan performance of service.
a. Processes calls in a timely and professional manner.
b. Reviews on-call schedule for accuracy.
c. Ensures that new information and on-call schedule changes for all FirstHealth entities (RMH, MMH, Hoke Hospital, FH Clinics) are shared with co-workers.
d. Reports significant problems by using Discrepancy Report.
2. Provides services with consideration of the physical, psycho-social,
cultural/spiritual, and age specific needs of those served.
a. Operates communication systems, such as telephone, computers,
Xtend call center, two-way radio and overhead paging system.
b. Provides services for FirstHealth physicians, departmental staff and customers by answering incoming calls, providing information, and transferring calls in a courteous, professional and supportive manner.
c. Receives, interprets and disperses information upon request.
d. Route emergency calls, codes and alarms appropriately.
e. Monitors 2-way radio for Security and Facilities Management.
f. Gives directions to FirstHealth facilities upon request.
3. Uses equipment/supplies correctly.
a. Knows and demonstrates the use of Xtend call center, computers, telephones, fax machine and printer.
b. Monitors Code Alarms according to procedures
c. Operates 2-way radio in professional manner
d. Operates Fire Alarm computer and alarm monitors properly
4. Uses appropriate safety and infection control measures.
a. Performs duties in a safe manner
b. Adheres to OSHA and Hospital requirements
c. Responds to emergency situations by alerting appropriate staff.
5. Teaches/directs/advises/informs others in an appropriate manner.
a. Assist with the training of new operators when appropriate.
b. Seeks and accepts new responsibilities and offers assistance to others.
c. Informs co-workers of on-call schedule and beeper changes.
d. Notifies proper personnel of codes and emergencies in a prompt and timely manner.
6. Reports/records information correctly.
a. Ensures that information is shared with co-workers by updating “Notes”
in the Xtend Call Center system.
b. Logs accurate information for codes in appropriate code message box.
c. Ensures that on-call schedules are updated, upon request, after hours.
7. Public Safety Communications.
a. Receives routine and emergency calls and personal request for assistance concerning crimes, fires, public utilities, or general information concerning addresses and nature of problems; monitors security cameras throughout the system; dispatches public safety staff to incidents; coordinates with utilities communications staff as needed.
b. Operates Division of Criminal Information (DCI) terminal to send and receive messages regarding NCIC information.
c. Maintains an in-house communications logs and reports including the nature of calls, actions taken, and the times involved; and generates reports for recovered or stolen property, missing persons, and extra patrols; maintains various schedules and files; enters incident reports, arrest reports and supplements into the data base; enters citations, warrants and warning tickets into data base.
d. Operates equipment to maintain contact with public safety personnel and other emergency personnel; dispatches officers to answer requests for assistance; receives and transmits information and messages.
e. Maintain relevant certifications, complete annual NCJA in-service training for telecommunicators.
f. Perform related duties as required.
Qualifications:
The following, or equivalent, are the minimum requirements to perform the essential functions of this position.
Education/formal training/licensure/certification/experience:
High School Diploma. Prefer one to two years’ experience in communications, telecommunications, dispatching or related field; or an equivalent combination of education and experience. Certified DCI operator and NC DOJ telecommunicator certification/equivalent or ability to obtain within three months of employment.
Additional Skills:
Have excellent customer service and communication skills. Must have ability to work efficiently, multi-task in a fast-paced environment and remain calm under stress. Computer experience required. Good judgment.
Working Conditions: Primary office environment
Physical Requirements:
Sitting for long periods of time in a confined area. Must have manual dexterity and visual acuity. Must be able to hear and orally communicate on the telephone.
