Essential Duties and Responsibilities

• Greets customers, provide facility/location information, answer and transfer incoming calls promptly and courteously in order of priority.
• Monitors all gas alarms, blood bank temperature, fridge/freezer alarms, door/elevator alarms, security cameras, and emergency codes as required by facility.
• Announces and pages emergency codes accurately and with expediency.
• Replace patient phones and staff pagers as needed.
• Pages or calls the assigned on-call Mercyhealth employees and answering service physicians based on the information in the individual profile instructions. May vary by location.
• Receives, enters, and accurately relays all messages, changes in on-call coverage, and page blocks as required. Enters and maintains crucial on-call information in an accurate and timely fashion utilizing appropriate documentation and communication with co-workers.
• Duties may vary by location.

Culture of Excellence Behavior Expectations

To perform the job successfully, an individual should demonstrate the following behavior expectations:

Quality - Follows policies and procedures; adapts to and manages changes in the environment; Demonstrates accuracy and thoroughness giving attention to details; Looks for ways to improve and promote quality; Applies feedback to improve performance; Manages time and prioritizes effectively to achieve organizational goals.

Service - Responds promptly to requests for service and assistance; Follows the Mercyhealth Critical Moments of service; Meets commitments; Abides by MH confidentiality and security agreement; Shows respect and sensitivity for cultural differences; and effectively communicates information to partners; Thinks system wide regarding processes and functions.

Partnering - Shows commitment to the Mission of Mercyhealth and Culture of Excellence through all words and actions; Exhibits objectivity and openness to other's views; Demonstrates a high level of participation and engagement in day-to-day work; Gives and welcomes feedback; Generates suggestions for improving work: Embraces teamwork, supports and encourages positive change while giving value to individuals.

Cost - Conserves organization resources; Understands fiscal responsibility; Works within approved budget; Develops and implements cost saving measures; contributes to profits and revenue.

Education and Experience

Graduate of high school or equivalent.
One year of customer service experience required. Three months of experience as an operator of similar equipment preferred.

Certification and Licensure

N/A

Skills and Abilities
Ability to Type 30 WPM
Special Physical Demands

The Special Physical Demands are considered Essential Job Functions of the position with or without reasonable accommodations.
While performing the duties of this job, the partner must have good manual dexterity to operate a keyboard and telephone; repetitive finger/wrist movement associate with use of keyboard; able to talk and hear; prolonged sitting. The partner must frequently sit; use hands to handle, finger to feel; reach; talk and hear. The partner must occasionally stand and walk; and stoop. The partner must exert up to two pounds of force occasionally. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include frequent close vision and color vision. Occasional distance vision, peripheral vision, depth perception and ability to adjust focus.

Level of Supervision

Work is performed according to specific procedures and methods, but the incumbent must make minor decisions in order to adapt and appropriately respond to routine situations.

Supervises

N/A