Job Description
The essential functions of this position include, but are not limited to: managing all internal and external calls in a courteous, professional manner by connecting them to the appropriate department promptly and to control paging through the hospital PA system
1. Greets all incoming calls with courtesy and professionalism and presents a positive image of HLRMC
1.1 Answers all calls prompt and courteously, greeting all callers with “Heart of Lancaster, how may I help you?
1.2 Transfers all calls accurately to the proper extension when department or contact person is identified.
1.3 Directs calls too proper extension based on evaluation of customer’s needs, concerns or inquiries.
1.4 Refers patients to outside operators to initiate long distance phone calls.
1.5 Acts as information center by providing beeper numbers as needed.
II.
2. Controls paging through the hospital PA system
2.1 Carries out proper paging procedures to call codes and disasters.
2.2 Makes all requested pages clearly and promptly
III.
3. Conducts other duties as assigned.
3.1 Alphabetizes paperwork accurately for Business Office as needed.
3.2 Performs other duties to assist financial areas and business office with all types of paperwork.
IV.
4. Adheres to and follows the principles of HLRMC customer service program.
4.1 Promotes quality customer relations by identifying both internal and external customers; acknowledging customers promptly; and using expressions that express respect, understanding, and enhance self- esteem.
4.2 Creates a positive impression through effective use of telephone skills such as answering the phone by the third ring, identification of self and department, listening attentively, personalizing the conversation, and verifying information
4.3 Creates a supportive climate for customers by allowing customers to express themselves, addressing their concerns as being real and encouraging two-way communication.
4.4 Promotes therapeutic interaction with customers by identifying behaviors resulting from dissatisfaction; then, allowing customers to respond openly, showing empathy and discussing options.
V.
5. Demonstrates professionalism, conscientiousness, and responsibility as exhibited by attendance at work in accordance with work schedule and punctuality in arriving work at scheduled time
5.1 Works days and hours per established schedule in order to ensure department is effectively staffed.
5.2 Reports to work on time per established schedule to ensure department is effectively staffed.
SUB SECTION STANDARDS TOTAL:
VI. Philosophy, Mission & Values Accountability
6. Shares responsibility as a team member in developing and maintaining a supportive work environment.
6.1 Develops positive relationships with those whom we serve, ensuring privacy, confidentiality, and individual dignity at all times.
6.2 Meets tensions and resolves conflicts in constructive manner leading towards reconciliation.
6.3 Understands and supports the hospital’s philosophy to treat everyone with special concern.
6.4 Reports improper, unjust, or unethical situations to appropriate leadership.
VII. Customer Service
7 Is a resource and positive role model for others, demonstrating willingness to teach and share knowledge with other departments/personnel.
7.1 Consults and works collaboratively with all staff.
7.2 Demonstrates support for the hospital’s Heart First Service Promises-Healing Hands, Exceptional Care, Attentiveness, Respect and Trust
VIII. Safety/Patient Safety
8. Adheres to infection control/universal precaution standards.
8.1 Familiar with and adheres to established guidelines of regulatory agencies.
8.2 Intervenes with proper technique and procedure to maintain a safe environment.
8.3 Demonstrates compliance with National Safety Goals
8.4Completes mandatory education (annual or otherwise) requirements (i.e., fire safety, HIPPA, Compliance, etc…). (Rated either 5 or 1)
8.5 Maintains required certification (i.e., CPR, ACLS) if applicable. (Rated either 5 or 1)
IX. Interpersonal/Communications/Relationships
9. Effectively utilizes verbal and written communication skills. Ability to read and communicate effectively.
9.1 Keeps manager informed of department based needs.
9.2 Understands cultural diversity and demonstrates an understanding of the value of all members of the healthcare team.
9.3 Ability to take action and get things done independently. Assumes responsibility promptly and effectively. Identifies the issue, develops steps and participates as needed to resolve the issue.
9.4 Demonstrates tact when dealing with patients, colleagues and the public
9.5 Demonstrates ability to address issues and find a solution while at the same time achieving consensus with the individuals involved.
9.6 Adheres to the proper “chain of command” within the organization. (Rated either 5 or 1)
X. Information Management/HIPAA
10. Maintains confidentiality required in patient and peer relationships in the hospital community as relevant to position.
10.1 Knowledge of procedures for maintaining security, confidentiality and integrity of patient medical information.
10.2 Demonstrates skills and accuracy in collecting and inputting data into hospital computer system as relevant to position.
XI. Equipment/Resources
11. Demonstrates skill in use of equipment relevant to position, knowledge of appropriate safety procedures.
11.1 Diagnosis equipment problems, repairs or seeks out someone to repair.
11.2 Consistently inform appropriate person of problems encounter with repairs or calibration of equipment
Requirements
Education: High school diploma or equivalent is required for this position.
Training/Experience: Six months to one year related experience is required for this position
Operation of Equipment: CRT, PBX
Company Overview
Heart of Lancaster Regional Medical Center is dedicated to providing the latest and the best in health and wellness services to our community. It's our caring nurses, physicians, technicians, specialist, staff members, and volunterrs who help us do that each and every day. As you look for that special place to share your skills, talent and confidence, look to Heart of Lancaster Regional Medical Center. In addition to a great place to work, we offer a comprehensive compensation and benefits package. Take a closer look, make a better choice!
Heart of Lancaster is a full service community hospital that opened in August of 2004. We pride ourselves on providing the highest quality care in all service areas. Our intense focus on customer service and patient safety has created a unique healing environment.
In addition to our personalized care, we offer “state-of-the-art” technology and a medical staff consisting of the finest physicians in the area. We pledge to provide you with emergency care in 15 minutes or less. We provide free, convenient parking in a safe neighborhood.
We have also achieved top scores from the JCAHO and the Pennsylvania Department of Health. Our patient satisfaction scores are the highest of the 62 hospitals that we benchmark ourselves against. We are proud of what we do and we take your care personally.
Contact Information
Melissa Wolf
HR Generalist/Employment Coordinator
F: 717-625-5619
melissa.wolf@hma.com