Education: High school diploma preferred.

Licenses/Certifications: (None)

Experience / Knowledge / Skills:

• Three (3) years of PBX telephone experience.

• Two (2) years of customer service experience.

• Ability to operate telephone switchboard; basic computer skills required.

• Strong interpersonal skills and ability to communicate effectively with the public, physicians, ancillary departments and other staff members.

• Strong customer service skills and ability to multi-task while working in a complex and stressful environment.

Principal Accountabilities

• Operates telephone switchboard, answering all incoming and in-house calls in a quick and professional manner; assist patients with information and directions to specific areas in the hospital; respond quickly and effectively to all emergency codes using proper hospital procedures.

• Utilizes paging system and overhead paging to issue fire alarms, disaster alerts, STAT calls and page MET’s and physicians. Make announcements as requested over the hospital intercom.

• Communicates patient needs to appropriate personnel, following proper reporting procedures in compliance with HIPPA laws, documenting all patient concerns/complaints and ensuring adequate follow-up.

• Monitors Phone-O-Matic systems; ensures availability of TDD telephone and amplified receivers, arranging for delivery and maintaining logs; replaces non working phones and lists on repair log.

• Rotate to satellite Waiting Area locations as needed to serve as a designated liaison between patients, their families, the hospital staff, and physicians in the resolution of patient concerns.

• Interprets and explain to patients and families, policies and procedures that affect his/her care and treatment.

• Assist Management with additional tasks; responsible for departmental operation after hours and during weekend in a Team Lead capacity. Handle customer and staff concerns in a professional manner.

• Ensures safe care to patients, staff and visitors; adheres to all Memorial Hermann policies, procedures, and standards within budgetary specifications including time management, supply management, productivity and quality of service.

• Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor and resource to less experienced staff.

• Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Memorial Hermann’s service standards by providing safe, caring, personalized and efficient experiences to patients and colleagues.

• Other duties as assigned.