Beaumont Services Center

GENERAL SUMMARY: Often the first person to greet and guide patients and their family members into Beaumont Health, the operator performs the duties of answering and directing incoming telephone calls to promote a patient and family centered approach to health care delivery in alignment with the organization’s mission and values, under general supervision in a centralized telecommunications system with global responsibilities for answering a high volume of calls for all Beaumont Health acute facilities. According to established procedures, the operator also provides patient information in a HIPAA compliant manner, operates the paging service for clinicians and other hospital staff, performs overhead announcements and pages various code situations, documenting when appropriate. The operator performs other duties as assigned.

ESSENTIAL DUTIES:

1. Promptly processes high volume incoming and internal calls, transferring or conferencing the caller appropriately.

2. Provides patient and employee information, while maintaining appropriate confidentiality.

3. Using multiple communication applications (including, but not limited to American Messaging, SPOK, Everbridge, overhead paging and appropriate information services), connects or pages clinicians and hospital personnel; maintains a competency and fluency with all systems and related upgrades.

4. Under direction of senior operators or supervisors, initiates communication processes for all appropriate codes (emergency, medical and communication) and performs overhead pages, as indicated.

5. In a manner that supports Patient and Family Centered Care, provides information about promotions or services, performs a warm hand off, when requested; offers wayfinding assistance including driving directions, parking instructions, and building/department locations. Displays depth of knowledge in Beaumont providers, locations and services.

6. Provides accurate documentation, as appropriate, including reporting in switchboard databases, changing or updating contact information or on-call coverage.

7. Performs various clerical duties, as assigned.

8. Follows all downtime and daily departmental processes and procedures at the direction of the senior operator and/or supervisor.

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STANDARD QUALIFICATIONS

• High school diploma or equivalent.
• 3-6 months on a multi-line telephone system.

Other Qualifications: Possesses problem solving skills, basic computer skills (including use of Microsoft Word, Excel, PowerPoint), 30 WPM typing skills, excellent communication and interpersonal skills, calm demeanor during emergency situations, experience with communication technology. Ability to work within procedures, processes and protocols with minimal supervision preferred.