On-Call/Switchboard Specialist - Good Samaritan Hospital - (part-time) - Evenings

Lebanon, PA | Clerical and Administrative | Tracking Code: 58158R2

Position Summary:

*** Weekend Rotation Required ***

 

General Summary:

 

 

 

Under general supervision of the Supervisor-On-Call/Switchboard Services and Manager-WSH Access, performs a variety of support functions including, but not limited to, interviewing patients, telephone management of both internal and external calls, scheduling/canceling appointments. Evaluates caller needs and determines appropriate action. Initiates appropriate response personnel for various emergency (e.g. heart arrest, fire and trauma calls) and disaster situations.

 

Duties and Responsibilities:

 

1. Answers and manages a high volume of fast paced incoming phone calls. Provides exceptional service and to all internal and external customers by identifying and addressing the need in a professional, positive, and caring manner.

2. Safeguards Protected Health Information (PII) and follows HIPPA guidelines.

3. Uses computerized phone management software to route incoming and outgoing calls using multiple communication methods between visitors, callers, staff, patients, and patients’ families.

4. Serves as an answering service for multiple WellSpan Medical Group Practices and Hospital Departments. Maintains on-call lists for Hospital Departments in accordance with Hospital policy.

5. Contacts scheduled on-call personnel/provider when needed using appropriate protocol.

6. Enters and maintains detailed information on confidential records for patients in various computer systems.

7. Relays medical information to the clinical team to allow them to provide exceptional patient care.

8. Corresponds with clinical teams and physician via the computer system with necessary patient information.

9. Cancels/Schedules Medical Group appointments accurately at the request of the patients following predefined protocol.

10. Completes a variety of paging requests per established protocol. Reassigns pagers when requested and ensures pagers are forwarded correctly.

11. Verifies that monitoring equipment is always functioning properly.

12. Handles and alerts appropriate emergency personnel for Code & Emergency calls such as heart arrests, trauma, disaster and fire following established procedures and protocols.

13. Utilizes various on-line resources to locate public information to assist helping callers with requests/inquiries.



Required Experience

Minimum Education:

 

High School or G.E.D.

 

 

Minimum Experience:

 

3-6 months customer service. Previous call center experience is preferred.

Similar Opportunities
Share

Why WellSpan Health?

WellSpan Health is an integrated health system that serves the communities of central Pennsylvania and northern Maryland. The organization comprises a multispecialty medical group of more than 1,500 physicians and advanced practice clinicians, a regional behavioral health organization, a home care organization, eight respected hospitals, more than 19,000 employees and 170 patient care locations. WellSpan is a charitable, mission-driven organization committed to exceptional care for all, lifelong wellness and healthy communities. We are committed to transforming the health of the communities we serve and to educating the next generation of clinicians, staff and leaders.

Employment Benefits

  • Sign-on incentives for new employees (click here for details)
  • Medical, dental and vision insurance
  • Life and accidental death insurance
  • Supplemental life insurance
  • Retirement savings plan
  • Paid time off (PTO)
  • PTO bridging
  • Short-term disability
  • Educational assistance
  • Forgivable loan
  • Flexible spending
  • Credit union
  • Employee recreational activities
  • Childcare
  • Complimentary medicine discounts

Diversity & Inclusion

Know, Respect, Include

WellSpan Health believes that diversity includes all the human characteristics that make each of us similar as well as different. We strive to make every person feel welcomed, respected and valued, while creating a safe and inclusive environment where we all have the individual freedom to express our uniqueness in a respectful manner.

WellSpan Health is an equal opportunity employer. Employment selection and related decisions are made without regard to sex, race, age, disability, religion, national origin, color or any other protected class. WellSpan Health does, however, have a tobacco-free/nicotine-free hiring policy.

Quality of Life

Formed in 1813, Lebanon is a quaint city of 25,700 residents. The area, rich in heritage and the small-town charm of yesteryear, features sites on the National Register of Historic Places, museums, scenic parks and recreation facilities, performing arts theaters, artists' studios, a farmers' market and dining establishments for all tastes.

Life in Lebanon County offers affordable housing and options for pursuing higher education. Residents can find local employment in manufacturing, retail, arts and entertainment, healthcare and service sectors. Located in southcentral Pennsylvania, Lebanon is within an easy driving distance to Harrisburg, Lancaster, Reading and York. (Patient population: 140,000)