ABOUT MARINHEALTH Are you looking for a place where you are empowered to bring innovation to reality? Join MarinHealth, an integrated, independent healthcare system with deep roots throughout the North Bay. With a world-class physician and clinical team, an affiliation with UCSF Health, an ever-expanding network of clinics, and a new state-of-the-art hospital, MarinHealth is growing quickly. MarinHealth comprises MarinHealth Medical Center, a 327-bed hospital in Greenbrae, and 55 primary care and specialty clinics in Marin, Sonoma, and Napa Counties. We attract healthcare's most talented trailblazers who appreciate having the best of both worlds: the pioneering medicine of an academic medical center combined with an independent hospital's personalized, caring touch. MarinHealth is already realizing the benefits of impressive growth and has consistently earned high praise and accolades, including being Named One of the Top 250 Hospitals Nationwide by Healthgrades, receiving a 5-star Ranking for Overall Hospital Quality from the Centers for Medicare and Medicaid Services, and being named the Best Hospital in San Francisco/Marin by Bay Area Parent, among others. What We OfferMarinHealth offers a comprehensive suite of employee benefits that support your health, wellness, and financial security. Our robust Wellness@Work program includes onsite health & fitness classes, discounts, and promotes a healthier lifestyle for employees. We also provide a 403(b) contribution plan and company-funded retirement plan, life insurance, vacation, holiday, and sick leave. These benefits, along with our highly competitive compensation package, make MarinHealth one of the best places to work in the Bay Area. Join us and find your next career at MarinHealth.External hires are subject to a background check and pre-employment medical screening. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal, state, and local laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sexual orientation, gender identity, protected veteran status or disability status, and any other classifications protected by federal, state, and local laws. JOB SUMMARY: Operates attendant console to route incoming calls and place outgoing calls.Facilitates telephone, paging and two-way radio communications for all hospital employees and patients.Initiates appropriate response personnel for various emergency situations.Problem-solves mobile device issues for hospital staff.JOB SPECIFICATIONS: EDUCATION
- High school diploma (or GED) or equivalent required.
EXPERIENCE
- 1-2 years' experience as a PBX operator or Customer Service Rep in a high-volume call center environment required.
- Previous hospital experience preferred.
PREREQUISITE SKILLS
- Ability to communicate clearly with good command of English language
- Excellent interpersonal and customer relations skills
- Enthusiastic customer service and ability to work within sensitive areas tactfully and diplomatically is required at all times.
- Must be capable of independent, reasoned decision-making, functioning within standard operating procedures and within scope of responsibility
- Ability to work in teams in which all members are mutually accountable
- Capable of organizing multiple tasks and using good time management and attention to details.
- Personal computer (MS Office) skills required
LICENSE/REGISTRATION/CERTIFICATION: None requiredDUTIES AND RESPONSIBILITIES: ESSENTIAL (not modifiable) Employees in this position work under general supervision, following moderate detailed instructions.Work is checked through normal flow of work.Heavy contact with patients and visitors.Consequence of errors could result in delay of delivery of patient care.Works with team approach with other PBX operators in implementing procedures, tasks and responsibilities. Customer Service and Equipment Use
- Operate an electronic PBX console or call center agent phone and patient information system to answer and process all incoming calls.
- Process and log all paging requests via in-house paging systems, overhead page system, and wireless communication devices.
- Provide relevant patient information to visitors, staff, and physicians as per hospital policies.
- Maintain confidentiality of Not for Publication patients per hospital policies.
- Initiate outbound conference calls for interpreter services.
- Use two-way radio system to dispatch security requests and process requests for hospital shuttle services and document in paging log.
- Demonstrate a commitment to departmental and project-based teamwork as shown by timely team communication and follow-through on assigned responsibility.
- Monitor various alarm systems and immediately initiate response procedures as necessary.Proactively monitors system functionality and reports issues and events as appropriate.
- Aware of and utilizes appropriate internal and external resources.
Initiation of Emergency Procedures
- Answer and respond to emergency phone (x4444) and alarm panels, and initiate emergency procedures for all medical emergencies, security issues, and safety related requests.
- In the event of a county or statewide disaster, initiate Code Triage Alerts as directed by senior management.Contact additional clinical and support staff as requested.
- Initiate backup procedures for communication equipment failure.
- Prepare and distribute emergency communication devices to respective departments and ensure that documentation is complete and accurate.
Time and Priority Management
- Works independently and prioritizes tasks appropriately during emergency situations.
- Maintains a positive demeanor under pressure of multiple demands, tasks, and emergency situations.
- Responsible for ensuring those duties of assigned shift or work area are staffed, working with other staff to adjust workload if necessary.
- Makes effective use of discretionary time.
- Responsible for maintaining current knowledge of hospital policies and department policies and procedures.Responsible for performing job within the parameters of these policies and procedures.
SECONDARY (modifiable)
- Assign and program for use various paging software devices including mobile devices, pagers, and maintain respective assignment sheets.Assist end users with repair issues and conduct informal training.
- Distribute keys to authorized personnel and maintain assignment logbooks.
- Maintain Intranet Telephone Directory database.
- Update training documentation as procedures are modified.
- Conduct peer audits and create traffic analysis reports.
- All other duties as assigned.
At MarinHealth, our top priority is the well-being of our employees, patients, and community. As such, we require all employees to receive necessary immunizations, including the measles, mumps, varicella, and seasonal flu vaccinations as a condition of employment and annually thereafter. Additionally, the continued recommendation to obtain a COVIDbooster vaccination status. We understand that some individuals may require medical or religious exemptions from these requirements, but we remain committed to prioritizing the health and safety of all. Thank you for helping us in our efforts to maintain a healthy and safe environment for all.The compensation for this role listed on this posting is in compliance with applicable law.The selected candidate's compensation will be determined based on the individual's skills, experience, internal/market equity factors, and qualifications.This posted minimum and maximum range represents the minimum and maximum of what we reasonably expect to compensate for the position.Furthermore, all compensation decisions are ultimately determined in accordance with our compensation philosophy.Compensation for positions covered by collective bargaining agreements are governed by the agreements in the aforementioned document.