Kettering Health Main Campus | Kettering | Resource (PRN) | Varied Shift

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

Kettering Health is a not-for-profit system of 14 medical centers and more than 120 outpatient facilities serving southwest Ohio. Our mission is to live God’s love by promoting and restoring health. Our commitment to our patients is to help individuals be their best. With that context, safety is our top priority. We provide an integrated system of healthcare experts committed to providing exceptional care.