On-Call and Switchboard Operator I - Ephrata Part Time - Nights

• General Summary
• Performs a variety of support functions including, but not limited to, interviewing patients, telephone management of both internal and external calls, scheduling/canceling appointments. Evaluates caller needs and determines appropriate action. Initiates appropriate response personnel for various emergency (e.g. heart arrest, fire and trauma calls) and disaster situations.
• Shift
• Nights, Week 1-Sunday 11p-7a, Monday 11p-7a, Week 2- Friday 11p-7a, Saturday 11p-7a
• Duties and Responsibilities

• Essential Functions:

• + Answers and manages a high volume of fast paced incoming phone calls.

Provides exceptional service and to all internal and external customers by identifying and addressing the need in a professional, positive, and caring manner. + Safeguards Protected Health Information (PII) and follows HIPPA guidelines. + Uses computerized phone management software to route incoming and outgoing calls using multiple communication methods between visitors, callers, staff, patients, and patients' families. + Serves as an answering service for multiple WellSpan Medical Group Practices and Hospital Departments. Maintains on-call lists for Hospital Departments in accordance with Hospital policy. + Contacts scheduled on-call personnel/provider when needed using appropriate protocol. + Enters and maintains detailed information on confidential records for patients in various computer systems. + Relays medical information to the clinical team to allow them to provide exceptional patient care. + Corresponds with clinical teams and physician via the computer system with necessary patient information. + Cancels/Schedules Medical Group appointments accurately at the request of the patients following predefined protocol. + Completes a variety of paging requests per established protocol. Reassigns pagers when requested and ensures pagers are forwarded correctly. + Verifies that monitoring equipment is always functioning properly. + Handles and alerts appropriate emergency personnel for Code & Emergency calls such as heart arrests, trauma, disaster and fire following established procedures and protocols. + Utilizes various on-line resources to locate public information to assist helping callers with requests/inquiries.

• Common Expectations:

• + Maintains established policies and procedures, objectives, quality assessment and safety standards. + Provides outstanding service to all customers; fosters teamwork; and practices fiscal responsibility through improvement and innovation. + Participates in educational programs and staff meetings required for the department. Completes required annual training. + Other duties as assigned
• Qualifications

• Minimum Education:

• + High School Diploma or GED Required

• Work Experience:

• + Less than 1 year 3-6 months customer service Required + Previous call center experience Preferred

• Knowledge, Skills, and Abilities:

• + Excellent interpersonal/communications skills + Above average verbal skill is required to communicate with the public + Ability to remain calm in potential high-stress emergency situations + Ability to work independently, as well as work as a team player + Required knowledge of basic computer skills

• Benefits Offered:

• + Comprehensive health benefits + Flexible spending and health savings accounts + Retirement savings plan + Paid time off (PTO) + Short-term disability + Education assistance + Financial education and support, including DailyPay + Wellness and Wellbeing programs + Caregiver support via Wellthy + Childcare referral service via Wellthy
• Quality of Life
• Founded in 1741, the city of York is considered by many as the first capital of the United States.

The Articles of Confederation were signed by the Second Continental Congress here in 1777. Its beautifully restored historic district is an architectural treasure. While York retains its farming and manufacturing heritage, at its heart York is a thriving cultural community that has attracted creative talent and innovative entrepreneurial investors from across the nation. Life in York County offers affordable housing, options for higher education, a thriving arts and cultural community, historical attractions, parks and recreational resources, semi-professional baseball team, fine dining and more - within an easy drive of major East Coast cities. York County residents can find local employment in healthcare, manufacturing, technology, agricultural and service sectors. (Patient population: 445,000)WellSpan Health is an Equal Opportunity Employer. It is the policy and intention of the System to maintain consistent and equal treatment toward applicants and employees of all job classifications without regard to age, sex, race, color, religion, sexual orientation, gender identity, transgender status, national origin, ancestry, veteran status, disability, or any other legally protected characteristic.