Telecommunications Representative

FLSA Status

Job Role Summary

Essential Functions and Responsibilities

• Proactively contributes to Eskenazi Health's mission: Advocate, Care, Teach and Serve with special emphasis on the vulnerable population of Marion County. Models Eskenazi Health values.
• Performs Switchboard, Pager and Code management duties.
• Operates switchboard equipment to reply to incoming, outgoing, and interoffice calls.
• Performs clerical duties related to hospital communications services.
• Answers inquiries relevant to in-patient status and calls to hospital complex. Refers calls and takes/relays messages for staff members.
• Pages authorized personnel using specified equipment/procedures and documents in computer.
• Answers questions from callers according to policy, and exercises discretion when referring callers who are uncertain of the department that they need.
• Performs wake-up calls per schedules and keeps related time/place data up-to date.
• Makes incidental update to the file of all medical services and key personnel as directed, including separate listings for residents.
• Answers inquiries from outside sources regarding inpatient medical status.
• All night operators maintain the file of daily medical services and key personnel in the computer system.
• Effective verbal and written communication skills required.
• Creates pagers for Eskenazi Health, IU Health, Eskenazi Medical Goup, and the VA. Works closely with these four organizations to keep track of personnel and pager changes. Terminates and troubleshoots pager problems. Communicates pager numbers and changes to all four organizations. Works closely with American Messaging, the pager service for the four organizations when 'Alerts' are sent communicating pager service outage events.
• Keeps the on-call care giver list current for all inpatient and outpatient clinical areas.
• Performs code management by responding immediately to Code 77's, Code Blue, Fire Code, Rapid Response, and voice paging requests with proper authorization and documents all actions taken for operational review.
• "Codes" require a special knowledge of alarm location and how to implement them accurately/immediately. Ensures all designated parties are notified and follows up to see that primary team has responded.
• Responds immediately to emergency medical 911 dispatch, asks vital questions, and provides instructions for emergency medical calls.
• Uses Eskenazi Health systems to provide callers with appointment information, patient location, and patient condition.
• Uses Conveyant archival system for contact information for departments and clinics.
• Serves as Disaster location for Health Connections and Specialty Connections when Fifth Third Bank Building loses power.
• Maintains eHub intranet contact information for departments and clinics.
• Maintains Active Directory contact information for individuals, which feeds the eHub phone directory.
• Uses the Everbridge system to send emergency communications.
• Uses the Responder 5 system to send Code Blues.
• Performs Pager Management for individuals and group pagers, which includes creating pagers, deactivating pagers, exchanging pagers, setting up Page Copy, and purchasing and returning pagers.
• In the Diagnotes system: Updates on-call schedules, Adds users, Disables users, Uses INVITE feature for Secure Messaging, Cross-trains services at Eskenazi Health and IU Health to enter schedules, and answers user questions.

Job Requirements

• Completion of a high school education or equivalent (GED)
• Minimum two years' experience as a phone operator