Medical telecommunications Associate

The Medical Telecommunications Associate 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.

Please specify desired shift when applying

Medical Telecommunication Associate Evening Shift- Tues-Sat 12pm-8:30pm. All carry a Saturday and Sunday

Medical Telecommunications Associate-Fri-Mon 9am-1030pm. All carry a Saturday and Sunday

Medical Telecommunications Associate Mid-shift
Sun-Thurs 2pm-10:30pm. All carry a Saturday and Sunday

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

ABOUT US

About Inova Health System

Inova is Northern Virginia’s leading nonprofit healthcare provider. Our mission is to provide world-class healthcare – every time, every touch – to each person in every community we have the privilege to serve. Inova’s 20,000+ team members provide more than two million patient visits each year through an integrated network of hospitals, primary and specialty care practices, emergency and urgent care centers, outpatient services and destination institutes.

Inova’s five hospitals are consistently recognized by the Centers for Medicare and Medicaid Services (CMS), U.S. News & World Report Best Hospitals and Leapfrog Hospital Safety Grades for excellence in healthcare.

Inova is home to Northern Virginia’s only Level 1 Trauma Center and Level 4 Neonatal Intensive Care Unit. Its hospitals have a total of 1,952 licensed beds.

Inova’s Anti-Discrimination Employment Policy

Inova Health System is committed to equal employment opportunity and affirmative action. To fulfill this commitment, Inova Health System does not discriminate in any employment-related decision and administers all of its employment programs, procedures and practices without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, pregnancy (including childbirth, pregnancy-related conditions and lactation), race, religion, sex, sexual orientation, veteran status, genetic information. Inova operates both affirmative action and equal opportunity programs, consistent with federal and state requirements, including Governor’s Executive Order One (2018). Consistent with federal and state requirements, Inova also prohibits retaliation against any person who files a charge of discrimination, participates in a discrimination proceeding, or otherwise opposes an unlawful employment practice.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift

Ability to commute/relocate:

• Falls Church, VA 22042: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Are you vaccinated?

Experience:

• Healthcare: 2 years (Required)
• Customer Service: 2 years (Preferred)

Work Location: One location