Kettering Health is a not-for-profit system of 13 medical centers and more than 120 outpatient facilities serving southwest Ohio. We are committed to transforming the health care experience with high-quality care for every stage of life. Our service-oriented mission is in action every day, whether it’s by providing care in our facilities, training the next generation of health care professionals, or serving others through international outreach.

Kettering Health Main Campus

• Kettering Health Main Campus, formerly Kettering Medical Center, is the flagship hospital of Kettering Health and has been serving Kettering, Ohio and the Greater Dayton area since 1964.
• The facility includes the Benjamin and Marian Schuster Heart Hospital, maternity service with a level III neonatal intensive care unit (NICU), and level II Emergency Care.
• In 2020, KH Main Campus received an “A” from the Leapfrog Group, a national patient safety watchdog, ranking among the safest hospitals in the United States.
• Received 4 Star Baby-Friendly Hospital status by the Ohio Hospital Association.
• Awarded as one of the 50 Top Cardiovascular Hospitals by IBM Watson Health in 2020.
• Kettering received the Outstanding Patient Experience Award by Healthgrades (2017-2019).
• Accredited by the American College of Emergency Physicians as a Level 3 Geriatric Emergency Department.
• 465-bed hospital (includes newborn beds)

Job Responsibilities:

• Answer and complete telephone, pager and other communications efficiently
• Adhering to hospital and departmental policies and procedures for eight hospital facilities, Kettering Behavioral Health, stand-alone Emergency Centers and KHN affiliates.
• Maintain appropriate communication links with the department manager, co-workers, physicians, and other hospital personnel, as well as demonstrate effective communication with outside callers (patients, patients’ families, and other members of the community) with excellent customer service skills.
• Initiates and follows-through on emergency/clinical code procedures and emergency/clinical group paging to help ensure the safety of our patients, visitors and staff.
• Ensures accurate and timely communication and follow-up to providers for KHMG answering service calls.
• Must be available to work varied shifts (1st, 2nd, 3rd on occasion).
• Must be available to work weekends (Friday, Saturday, Sunday).  Performs other duties as assigned.

Job Requirements:

• High school diploma or equivalent required.
• A minimum of 3 years of healthcare-centered customer service and telephone operator or call center experience are required.

Skills:

• Strong spoken and written communication.
• Strong listening skills.
• Excellent customer service.
• Attention to detail, with the ability to follow verbal or written directions precisely. These include call transfer, code, and provider paging protocols and call scripting.
• Skilled in computer operations with the ability to work with multiple computer software programs.
• Ability to multi-task and perform well under pressure, in a fast-paced environment, demonstrating flexibility and excellent decision-making skills.
• Ability to problem-solve and work independently.
• Ability to handle, monitor, and follow up on calls with emergent situations related to patient care that may be challenging in nature with efficiency.
• Ability to use discretion and good judgement when receiving sensitive HIPAA related information from callers.

New Hire/Annual Competencies

How does an employee demonstrate they are able to perform key job functions?

• Able to effectively navigate diverse caller requests with little to no assistance from colleagues in most situations.
• Handles calls in a timely manner.
• Launches emergency clinical and disaster codes within a timely manner.
• Facilitates ongoing timely communication with providers and other staff with necessary information to complete duties.
• Properly follows established protocols and call scripting for call transfer, codes, and provider paging.
• Appropriately follows department expectations for time spent in and out of the queue.

List 3-5 items that will be used to audit performance both during orientation, and then annually.

• Live and recorded call monitoring
• Messages sent to staff through Amion and Epic
• HealthStream assessments
• Call QA scoresheets
• 1 on 1 meetings