Medical Telecommunications Associate Virtual Hiring Event

Provides excellent, customer-focused service to Inova’s patients, medical professionals and the community. Screens patient calls to determine their need and makes recommendations as necessary. Provides education on Inova tools and portals. Communicates effectively and efficiently with Inova medical professionals and its affiliates. Serves as a liaison between Inova and other healthcare organizations to provide approved patient information by ensuring all communication is PHI and PII compliant. Provides secondary support to Inova services and programs. Handles all emergency response protocol for both medical and public safety. Serves as tier one support for enterprise paging system and associated web portal.

Job Responsibilities

• Answer incoming calls for all Inova Hospitals and department call center queues

• Communicates with Inova’s patients, medical professionals and the community in a calm, professional and caring manner

• Processes patient information requests per Inova and HIPAA policies

• Assess and attain customer’s needs, make recommendations in accordance to departmental protocols and algorithms

• Processes customer requests within established department SLAs

• Utilizes the call center database and Inova web resources to provide the most up to date information to community customers

• Utilizes web resources to educate patients/customers on Inova services and patient portals

• Triage program patient calls and page physician on-call

• Utilizes on-call scheduling to directly relay time sensitive information to the appropriate medical professional

• Ability to utilize critical thinking skills and execute emergency protocols in a fast paced, stress prone environment

• Ability to quickly assess a critical patient or security safety event and implement a response plan, in accordance with hospital policies

• Communicate all patient care emergencies to appropriate teams with accuracy

• Communicate Inova Facility and Security alerts to registered team member and Inova affiliates via the Inova text alert system

• Maintains accurate documentation of all executed events for reporting and discovery purposes, in accordance with Inova policies

• Ability to utilize the call center database’s functionalities and resource tools

• Ability to utilize call center phone system, PA system and back-up phone system

• Ability to utilize paging system, smart phone paging apps and handheld paging devices

• Ability to utilize the Inova text alert system’s functionalities and resource tools

• Initiates troubleshooting protocols when devices are not working as expected

• Performs daily, weekly and monthly equipment checklists. Performs monthly status checks on back-up equipment and participates in monthly downtime exercises

• Compiles reportable incidents on a single shift report and distributes report to entire team. Provides updates to incoming shift

• Assist with coaching and mentoring new team members

• Reads and responds to emails in a timely manner

• Utilizes email system as a resource for general information, active events and notifications of major system outages throughout the organization

• Meets department metrics and skill standards

• Assist with department and system wide projects and ensure timelines are met

• Attend department team member meetings

• In the absence of a Team Leader, serves as the first line of support for team members on assigned shift

• In the absence of a Team Leader, serves as the first line of escalation related to customer concerns

• Ability to utilize the IT Ticketing portal’s functionalities and resource tools

• In the absence of onsite tech support, serves as the intake liaison and processes damaged equipment, submits an IT ticket when appropriate and provides loaner devices when needed

Additional Requirements

Education:

High school or GED

Experience:

One year of customer service experience in a Healthcare environment.

Skills:

• Basic medical terminology

• Ability to type in a fast-paced environment

• Ability to read, write and speak English accurately

• Computer skills

• Microsoft Office Products

• Ability to navigate basic phone system

Technical requirements

Thank you for signing up for Inova Health Virtual Hiring Event. I wanted to reach out and let you know what to except from our team on Thursday. We’re really excited to see you!

First, this is a presentation! We have eager managers from the Medical Telecommunications team who are looking for talent. They will be doing a short presentation about the team and who will be the ideal candidate, after that we will open Breakout rooms on our zoom call. You will get to join each room and ask questions to our managers.

***The event is Thursday, March 16th 2023 from 3:00 pm – 4:00 pm.***

***Please mute your mic during the presentation ***

***Please join from a computer, if possible, to ensure you are able to utilize the breakout rooms!!!***

***Your camera will be on so please ensure you are in appropriate attire***

***Please send me your resume. If you have already sent it you do not need to resend. ***

Preferred dress code

Business (business suit, tie)

What is a virtual hiring event?

Virtual hiring events are a great way for employers and jobseekers to connect, even if they aren’t in the same physical location. Hiring is a human process, and they would like to talk with you online (either through chat, on the phone, or video) to see if you’re a fit!