Job description
Thank you for considering a career at Mercy Health
Summary of Primary Function/General Purpose of Position
This position responds to inputs from multiple phone sources including but not limited to the 5 major acute hospitals in the Toledo and Lima Markets, 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. In addition, this position monitors incoming phone calls for clinical codes at the four acute Metro-Toledo hospitals, that includes gathering and properly disseminating the vital information to the responding clinical teams. When calling BSMH in the Lima and Toledo Markets this position is the first voice they hear.
Essential Functions - List the essential functions of the job. Essential functions are the reasons a job exists.
Responsible for monitoring and answering all incoming telephone calls to the mainlines at the four Metro-Toledo acute hospitals as well as the Lima Market, then appropriately transferring to numbers within and outside of the in-house telephone systems. Answers calls in a professional manner identifying self, area and verbally offering assistance in accordance with the standard telephone courtesies
Responsible for monitoring and immediate response to the Clinical Code Phones for the four Metro- Toledo acute hospitals and rapid responses for Lima as well. This includes answering the emergency line and obtaining the information necessary to overhead page, send a Perfect Serve team alert and then verify with house leadership the information was received.
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, as well as sending appropriate texts and alerts regarding regulatory surveyor arrivals.
Responsible for paging of ancillary personnel on-call after hours, weekends & holidays as requested by Physicians or House Supervisor, including but not limited to Echo, Ultrasound, 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 areas within the Medical Center. Operator must know proper terminology to communicate with these callers. They also track and assign the Stratus Video Interpreting systems from their work stations in the call center.
Assists customers at the Service Window in a timely manner being courteous, helpful and friendly at all times. This includes processing Hospitality House assignments and related duties.
Maintain the list of On Call lists for various departments throughout all 5 acute hospitals they service.
Responsible for maintaining confidentiality.
Be familiar with all resources and services available to callers and offer these resources and services as appropriate. Work on the BSMH webpage to search and provide resources to callers is expected to remain current on all groups, services etc. being offered.
Storing and assigning for use laptops, Breath Call, Soft Touch Call lights, hearing amplifiers and other related communication equipment to associates needing the utilize said equipment.
Utilize Sharepoint, Electronic Roll-a-dex, the BSMH Hub and other resources to appropriately transfer work-related calls.
Any other duties, with or without accommodation, listed in the Physical Demands section of this job description as assigned by the Director, or Supervisor. This includes assisting local campus police dispatch in times of emergency.
This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.
Patient Population
The following must be included in all position descriptions that involve direct or indirect patient care. This is a Joint Commission requirement. Also, select the age of the patient population served:
Demonstrates the knowledge and skills necessary to provide care appropriate to the age of the patients served on his or her assigned unit.
Demonstrates knowledge of the principles of growth and development of the life span and possesses the ability to assess data reflective of the patient's status and interprets the appropriate information needed to identify each patient's requirements relative to his or her age, specific needs and to provide the care needed as described in departmental policies and procedures.
Neonates (0-4 weeks)
Adolescents (13-17 years)
Infant (1-12 months)
Adults (18-64 years).
Pediatrics (1-12 years)
Geriatrics (65 years and older)
Not applicable to this position.
Employment Qualifications
Required Minimum Education:
High School Diploma or GED
V. Working Conditions
This section addresses the physical environment in which the employee will perform the work.
Periods of high stress and fluctuating workloads may occur.
Long-distance or air travel as needed- not to exceed 10% travel.
General office environment.
May be exposed to high noise levels and bright lights.
May be exposed to physical altercations and verbal abuse.
May be exposed to limited hazardous substances or body fluids.*
May be required to use physical restraints.
May be exposed to human blood and other potentially infectious materials.*
May be exposed to adverse weather conditions; cold, hot, dust, wind, etc.
May have periods of constant interruptions.
Required to car travel to off-site locations, occasionally in adverse weather conditions.
Prolonged periods of working alone.
Individuals in this position are required to exercise universal precautions, use personal protective equipment and devices, and learn the policies concerning infection control.
VI. Physical Requirements
Physical Demands
Frequency
0%
1-33%
34-66%
67-100%
Lifting/ Carrying (0-50 lbs.)
Lifting/ Carrying (50-100 lbs.)
Push/ Pull (0-50 lbs.)
Push/ Pull (50-100 lbs.)
Stoop, Kneel
Crawling
Climbing
Balance
Bending
Work Position
Sitting
Walking
Standing
VII. Additional Physical Requirements/ Hazards
Physical Requirements
Hazards
Select if a physical requirement for this job.
Select if a potential hazard for this job.
Manual dexterity (eye/hand coordination)
Depth perception
Perform shift work
Use of Latex Gloves
Maneuver weight of patients
Exposure to toxic/caustic/chemicals/detergents
Hear alarms/telephone/tape recorder
Exposure to moving mechanical parts
Reach above shoulder
Exposure to dust/fumes
Repetitive arm/hand movements
Exposure to potential electrical shock
Finger Dexterity
Exposure to x ray/electromagnetic energy
Color Vision
Exposure to high pitched noises
Acuity – far
Gaseous risk exposure
Acuity – near
Other: Click or tap here to enter text.
Mercy Health is an equal opportunity employer.
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
Scheduled Weekly Hours:
36Work Shift:
NightsDepartment:
Telecommunications - St. Rita's - Call CenterAll 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 Employer, 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
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