Telephone Service Rep

The telecommunications team at MedStar Franklin Square Medical Center has a full-time night shift opening for a Telephone Service Rep. This role is the first point of contact for callers and will provide general information and transfer calls as needed. This department is open 24/7 and the ideal candidate will have open availability to fill in as needed.

Schedule: 11pm-7:30am every Saturday and Sunday, with flexible availability to work 3 additional nights during the week

Primary Duties and Responsibilities

• May create and revise the on-call schedule for various departments as required and communicates coverage to callers.
• Maintains accurate and complete logs and records as required by hospital or department procedure including long distance calls in accordance with established guidelines.
• Maintains records of physician and other professional coverage for coverage at the hospital including a sign in/out list as required. Provides answering services for designated physicians and departments and follow paging procedures for doctors and residents.
• Maintains the hospital-wide phone directory including emergency and pager numbers for physicians departmental leadership and professional staff. Utilizes and maintains this information in accordance with the hospital's confidentiality policies.
• Prints replacement ID badges for associates.
• Provides assistance during emergency situations notifying proper internal and external authorities. Maintains open lines of communications during crisis situations. Utilizes all available emergency guidelines to effectively manage critical situations such as CODES reports of fires elevator problems and phone outages.
• Provides information to callers including general hospital information and directions; processes and directs incoming and outgoing calls utilizing the Intellidesk system adhering to hospital and departmental standards. Records and reports all troubles with visitors patients and telephones to the proper authority. Sends regular emergency conference visiting hours ending and information desk closing pages via intercom and beeper.
• Keeps records of house staff signing in and out time of return and coverage during absence for proper pager coverage. Places wakeup calls to doctors and maintains sign-out sheets. Makes up schedules for on-call doctors by month and keeps them current in accordance with department standards. Keeps records and schedules of doctors and other personnel on duty each evening and for the month.

Minimal Qualifications
Education

• High School Diploma or GED required
• Knowledge of medical terminology preferred

Experience

• 3 months switchboard and receptionist experience required

Knowledge Skills and Abilities

• Excellent customer services skills.
• Typing and computer skills.
• Ability to work independently.
• Verbal and written communication skills.