About this role
Find your calling at Mercy!
Position Details:
Overview Under general supervision, answer all incoming calls; connect all incoming and outgoing calls; page physicians; obtain long distance information and place calls for physicians, personnel and families; provide patient information. Receive class registration & physician referral calls. May serve as Dispatcher for Safety and Security, Maintenance Departments, and other offsite locations.
Responsibilities • Serves as the communication center by processing incoming, outgoing and inter-department telephone, by answering the phone line within 3 rings in a courteous manner consistent with the Mission and Values of Mercy. • Dispatches respective requests, in order of priority, immediately upon receipt of the request and enters the request into the applicable reporting system • Provides assistance to physicians, patients, family members, Mercy staff and the general public through the correct, expedient, and courteous transferring of calls, overhead paging, or pager communications • Provides patient location information as well as answers specific hospital inquires and locating resources for additional information. • Uses proper techniques to identify customer’s requests and direct customers to the appropriate locations. • May provide Answering Service for after-hours Mercy Clinic calls and independent clients. • Activates and properly executes all Codes and Emergency Notifications by overhead page and notification system as applicable. Follows Code procedures precisely to ensure immediate notification of Mercy co-workers. • Contacts emergency medical teams for emergency procedures, according to department protocols and other services requested. May contact on-call staff to perform emergency procedures according to each department’s protocols and on-call schedules. • May monitor the Fire Panel, Medical Gas Alarm, Security systems, Hugs/Peds Alarms, Panic Alarms, Tube system, weather band/inclement weather, depending on system location, and respond according to procedure. • May communicate through radio transmission, and does so in a courteous and efficient manner. • Communicates with local Fire Department, Police Department, EMT and Tech Electronics upon request, in emergency situations and during drills • May assist with end-of-life notification, as appliable. • May document in electronic medical record patient transport equipment needs • Assists in maintaining and updating on-call schedules with support from clinics and departments. Utilize appropriate system for departments to document and share their on-call schedules. • Proficient in documentation, assuring all call, alert, code and event information is documented properly in the operator console system. • May help track and log patient valuables. • May send out meeting reminders for hospital counsels and committees. • Effectively communicate technological issues with MTS services. • Informs the oncoming Operator/Dispatcher of pending requests and anything needing immediate or long-term attention • Notifies leadership of issues that arise as soon as possible and may assist in the problem-solving process. Performs initial troubleshooting efforts to operator console, phone system and paging system when not working properly. • Acknowledges and maintains the right to privacy and confidentiality. • Works well with others and promotes team building. • Adapts well to change and challenges. Performs additional duties as assigned.
Qualifications Education: High school diploma or equivalent. Licensure: None. Experience: Telephone or customer service experience beneficial. Certifications: None. Other: o Basic computer and keyboarding skills o Must be able to navigate multiple computer software systems simultaneously o Ability to communicate clearly in English both orally and written o Knowledge of Microsoft Office
Why Mercy?
From day one, Mercy offers outstanding benefits - including medical, dental, and vision coverage, paid time off, tuition support, and matched retirement plans for team members working 32+ hours per pay period.
Join a caring, collaborative team where your voice matters. At Mercy, you'll help shape the future of healthcare through innovation, technology, and compassion. As we grow, you'll grow with us.