Kaiser Permanente Communications Operator - Med-Fac Communications, Temporary (Sunnyside) in Clackamas, Oregon
To provide a communication phone service to our members, patients, & employees that is efficient, accurate & timely in meeting their needs, & which supports the department & organizational policies & procedures in accordance w/ the Quality of Service Behavior Guidelines.
Receives & processes calls received at the KSMC call switch; ensures accurate routing of calls received for the KSMC campus, as well as those for other Kaiser clinics, ASC's, & Plan Hospital facilities; provides clear & concise communications consistent w/ the quality of service behavior guidelines; provides information to callers, & those who come to the department, & assist them in findings the correct location/department to obtain information; determine type of call to forward to appropriate advice or appointment line per guidelines; ensure fraudulent use of the phone system does not happen.
Implement hospital response to all emergencies, drills, codes, as directed.
Processes calls per department productivity standards; demonstrates knowledge, interaction, & communication skill levels required for different patient populations based upon age-specific needs.
Demonstrates accurate & rapid response to all hospital emergency & disaster code calls; monitors emergency alarms.
Responsible for the assignment, service, maintenance, stocking, & replacement of pagers for the medical staff.
Utilizes the online clinical information systems (KARE, MIPS, ADT, Internal Home Page directory, Master Directory, Physician Scheduling) to facilitate timely call management; utilizes KARE to provide information to caller about location of patient who is hospitalized (except confidential admits); maintains online attendant directory & utilizes such to facilitate call routing; utilizes Master Directory online system & KP Internal Home Page to locate phone numbers for all staff & departments.
Maintains accurate schedule of all staff on-call; responsible for following physician staff scheduling for after-hours calls, week-ends, & holidays, for all KP physicians & allied healthcare staff for KSMC, clinics & plan hospitals; updates call sheets for ill calls received & makes sure replacements are documented for all operator work stations; assists in locating replacement physicians when requested.
Perform scheduling activities for all support departments who have staff on-call after hours, week-ends, & holidays at KSMC, clinics, & plan hospitals; updates staff call sheets for ill calls & their replacements; assist in locating staff when requested.
Prepare & maintain current list of those on-call for both physician & support services for daily access; aware of key personnel on duty at all times; assist physicians in pager assignment &/or replacements.
Participate in quality review/monitoring activities; collaborate w/ departments to ensure accurate & complete information is provided to members at all times; prepare & utilize logs for traffic data; prepare report of all unusual activities & departments response to such; develop, review, & revise department procedures when requested; actively participate in orientation & training of new employees in department as assigned.
Takes appropriate action in determining minor &/or major phone system or computer problems by notifying telecommunications & providing necessary details of incident.
Other duties as assigned.
This job description is not all encompassing.
Minimum one (1) year operator or related customer service experience.
Communications department or related experience on phone procedures.
Multi-line phone system w/ related computer use.
Online directory access.
Ability to work well w/ detail & to prioritize.
Ability to work w/ multiple tasks simultaneously w/ numerous distractions.
Strong inter-personal communication & conflict management skills.
Able to work independently (self-directed) & as a team.
Strong English language skills.
Demonstrated working proficiency w/ Windows computer programs, database, & e-mail systems.
One (1) or more years' of operator experience in medical center communication department preferred.
Siemens/ROLM phone system software & related computer applications preferred.
Master Directory online system & KP Internal Home Page preferred.
Internal KP computer systems: OA, KARE, MIPS, etc. preferred.
Communications department procedures & KSMC procedures preferred.
Demonstrates critical thinking skills for priority setting preferred.
Demonstrates highly effective inter-personal communication skills, conflict resolution ability preferred.
Proven time management & conflict resolution preferred.
Demonstrates ability to perform multiple tasks in busy environment in a calm & detailed manner preferred.
Ability to work without direct supervision as part of a team preferred.
Strong English language skills preferred.
TITLE: Communications Operator - Med-Fac Communications, Temporary (Sunnyside)
LOCATION: Clackamas, Oregon
External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran, or disability status.