Communications Representative Operator - Contingent Rotating Shift - Henry Ford Macomb Hospital

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Business (Non-Clinical)
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201344 Requisition #
GENERAL SUMMARY:

Under direct supervision relays incoming, outgoing and internal calls and operates public address and paging systems as necessary according to established policies and procedures. Monitors alarm systems, including fire alarm panel, initiates appropriate paging mechanisms/notification processes for all emergency situations. Coordinates and operates internal and external beeper/radio relay systems; provides general approved patient information to callers during designated hours. 
EDUCATION AND EXPERIENCE: 
  • High School diploma or equivalent required.
  • Must possess a comprehensive knowledge of basic skills needed to effectively operate a computer-based intelligent console (PC) at a level normally attained through a minimum of 6 months experience.
  • Approximately one to three months on the job experience will be necessary in order to learn to operate paging, public address and telephone systems and to learn emergency procedures, codes systems, department extensions, Safety and Security radios and jargon, answering service skills, names of key organizational personnel and policies and procedures. 
  • Ability to type 25 WPM required. 
  • Must possess interpersonal and communication skills required to interact effectively with various internal and external customers. 
  • Ability to operate computer systems and prepackaged software preferred.  Ability to effectively and appropriately respond in stressful situations.
  • Excellent visual, hearing, and verbal abilities are required in order to monitor security systems and to communicate with security staff and customers. 
  • Must be multi-task oriented and have the ability to prioritize work. 
  • Ability to read and write in order to maintain records and logs; transmit oral information courteously, and translate complicated information into useable language, in order to provide approved information to callers at a level normally acquired through a high school education. 
  • Interpersonal skills necessary in order to communicate effectively with a wide variety of hospital personnel, patients and outside callers when gathering and exchanging information. The staffs roll in connecting with the community and customers is vital. 
  • Must be able to understand English spoken with foreign accents and dialects.  Must have good spelling skills, and the ability to annunciate and understand difficult names and terms.
  • Ability to concentrate and pay close attention to detail oriented work for up to 80% of work time when answering, transferring and relaying incoming and outgoing phone calls and maintaining various records.
  • Ability to function under often stressful situations when performing duties associated with emergency situations and communicating with upset callers. 
  • Must be comfortable operating in a collaborative, shared leadership environment. 
  • Must be able to juggle multiple priorities and information sources at the same time.
  • Must be adaptable to work holidays, weekends and varied shifts when necessary or as assigned.
  • Must possess a personal presence that is characterized by a sense of honesty, integrity and caring, with the ability to inspire and motivate others to promote the mission, vision and values of HFHS. 
  • Must be able to set and organize own work priorities, and adapt to them as they change frequently

    Overview

       Under the leadership of President and CEO Wright L. Lassiter, III, Henry Ford Health System is a

       $6 billion integrated health system comprised of six hospitals, a health plan, and 250+ sites

       including medical centers, walk-in and urgent care clinics, pharmacy, eye care facilities and

       other healthcare retail. Established in 1915 by auto industry pioneer Henry Ford, the health system

       now has 32,000 employees and remains home to the 1,900-member Henry Ford Medical Group, one

       of the nation’s oldest physician groups. An additional 2,200 physicians are also affiliated with the

       health system through the Henry Ford Physician Network. Henry Ford is also one of the region’s  

       major academic medical centers, receiving between $90-$100 million in annual research funding and

       remaining Michigan’s fourth largest NIH-funded institution. Also an active participant in medical

       education and training, the health system has trained nearly 40% of physicians currently practicing

       in the state and also provides education and training for other health professionals including nurses,

       pharmacists, radiology and respiratory technicians. visit HenryFord.com.

     Benefits

       Whether it's offering a new medical option, helping you make healthier lifestyle choices or

       making the employee enrollment selection experience easier, it's all about choice.  Henry

       Ford Health System has a new approach for its employee benefits program - My Choice

       Rewards.  My Choice Rewards is a program as diverse as the people it serves.  There are

       dozens of options for all of our employees including compensation, benefits, work/life balance

       and learning - options that enhance your career and add value to your personal life.  As an

       employee you are provided access to Retirement Programs, an Employee Assistance Program

       (Henry Ford Enhanced), Tuition Reimbursement, Paid Time Off, Employee Health and Wellness,                 and a whole host of other benefits and services.  Employee's classified as contingent status are not         eligible for benefits.    

      Equal Employment Opportunity/Affirmative Action Employer

        Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health System is

        committed to the hiring, advancement and fair treatment of all individuals without regard to

        race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,

        weight, marital status, family status, gender identity, sexual orientation, and genetic information,

        or any other protected status in accordance with applicable federal and state laws.

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