Clerical Associate – L III – Telecommunications – PROVISIONAL APPOINTMENT

Kings County Hospital Center has a rich legacy for its pioneering role in medicine. Today, with over 625 beds, our hospital remains on the cutting edge of technology and provides the most modern procedures with state-of-the-art equipment. Built in 1831 as a one room infirmary for publicly supported care of the sick, Kings County Hospital Center continues to be a leading healthcare facility whose mission is to provide care to everyone regardless of their ability to pay. The hospital provides a wide range of health services, and specialties are offered in all fields of modern medicine. More than 200 clinics provide a wide array of ambulatory care services.

At NYC Health + Hospitals, our mission is to deliver high quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

Tour I: 12:00AM – 8:00AM

(PROVISIONAL APPOINTMENT)

PURPOSE OF POSITION

The Clerical Assoicate III plays an integral role in being the first point of contact for both internal and external customers, clients, patients and other team members. Provides the hospital with telephone service by answering incoming calls and responding to each call professionally and diligently. Handles emergency codes and paging during stressful times and is expected to respond to complaints professionally and courteously every time. At times, the Clerical Assoicate III (Operator) is the first point of contact for patients and thier families. They perform other general clerical duties to include on the job training, documenting codes, conduct test paging and updating Hospital Directory. This list is not all inclusive and will assist with other clerical duties in the Telecommunication Department. Under the supervision of the Coordinating Manager and the Asst. Director, perform the daily operational and functional activities of the assigned clerical area.

AREAS OF RESPONSIBILITIES

Answers main number of the hospital in a timely fashion, exhibiting strong customer service skills resulting in service excellence for all callers. Operates all areas of the telephone console, performs communication activities and is responsible for various duties. Implements code protocols accurately as it is written in the department policy. Performs various routine clerical duties.

SUMMARY OF DUTIES AND RESPONSIBILITIES

Under the supervision of the Coordinating Manager and Asst. Director, perform the daily operational and functional activities of the assigned clerical area. These responsibilities include, but are not limited to:

• Operates multiple line console to relay incoming, outgoing and intra-system calls using designated system hardware/software.
• All staff are required to answer calls politely and professionally while following a descriptive branded greeting and self-identification statement (ex. Thank you for calling Kings County Hospital, my name is _____. How may I help you?)
• Works closely with team members including medical staff, ancillary staff, nursing staff and other internal and external customers. Maintains positive relationships with all customers (e.g. patients, significant others, physicians, nurses and associates).
• Provides directory assistance to all incoming callers and routes them to their respective department.
• Maintains updated list of Administrators, Attending Doctors, Medical and Surgical Staff, and legal, by maintaining extensions and telephone numbers.
• Updates various lists and records in the departments log system; such as pager lists, emergency phone numbers and code activation information.
• Log, maintain and alert in-house staff of all STAT Emergencies: (Cardiac Arrest, Rapid Response, Stroke Alert, Trauma Team, Cooling Alert, Green Alert, etc…)
• Must log all SART (Sexual Assault Response Team) in log system and notify whomever is on call during your tour.
• Contacts personnel through the use of the beeper system.
• Test the code and trauma pagers daily.
• Notifies Security of any problems as requested by employees or visitors.
• Follows all department procedures as noted in Department Policy and Procedure manual.
• Schedules all appointment referrals.
• Participates in establishment and achievement of department goals.
• Filing medial reports, treatments and feeding it into the computer system.
• Sends out ALL PAGE whenever a code is called in the E.D.
• Communicates with medical staff, other departments and outside agencies while maintaining confidentiality.
• Assisting Law Enforcement personnel with information of victims of accidents, violence and terrorist acts, when appropriate to do so.
• Monitors alarms and emergency codes to provide notification to security and emergency on call teams as required by the given situation.
• All staff must use the Five Fundamental of communications ADIET model upon completion of training.
• All staff must communicate their daily “End of Tour” reports through emails to the next tour’s staff members to ensure all daily pertinent handoffs are communicated.
• All staff must not leave unless body for body coverage; unless working on staggered shift schedule.
• All staff must participate in daily huddles and Daily Management system updates.
• All staff must understand that evaluations will be based on work performance, customer service skills, minimum calls per tour (ACD Reporting), punctuality, professionalism (business attire), and work flexibility.
• All staff must check their emails daily and respond accordingly.
• All staff must perform all other clerical duties as assigned.

1. A four-year High School Diploma or its educational equivalent and one year of
satisfactory clerical experience.

Skills Requirement:
Keyboard familiarity with the ability to type at a minimum of 100 key strokes (20 words) per
minute.

• Attention to detail
• Excellent Customer Service Skills
• Willingness to perform repetitive or routine work
• Critical thinking skills
• Computer and Typing skills are essential
• One to two years experience as a receptionist or clerk in a hospital or fast-paced health care setting, other call center experience preferred.

Please be advised that proof of Covid-19 vaccination is required prior to hire.

If you wish to apply for this position, please apply online by clicking the “Apply Now” button

NYC Health and Hospitals offers a competitive benefits package that includes:

• Comprehensive Health Benefits for employees hired to work 20+ hrs. per week
• Retirement Savings and Pension Plans
• Loan Forgiveness Programs for eligible employees
• Paid Holidays and Vacation in accordance with employees’ Collectively bargained contracts
• College tuition discounts and professional development opportunities
• Multiple employee discounts programs