Communications Specialist at FirstHealth of the Carolinas in US-NC-Pinehurst

Job description

• FirstHealth is seeking a dedicated and professional Communications Specialist to answer and direct calls in a polite, efficient manner. This role is crucial for maintaining effective communication within our hospital and providing exceptional support to our physicians, staff, and patients.

Responsibilities

• In addition to the following essential position competencies, other competencies may be required to meet the changing organizational needs.
• 1. Uses an appropriate problem-solving approach to plan performance of service.
• a. Processes calls in a timely and professional manner.
• b. Reviews on-call schedule for accuracy.
• c. Ensures that new information and on-call schedule changes for all FirstHealth entities (RMH, MMH, Hoke Hospital, FH Clinics) are shared with co-workers.
• d. Reports significant problems by using Discrepancy Report.
• 2. Provides services with consideration of the physical, psycho-social,
• cultural/spiritual, and age specific needs of those served.
• a. Operates communication systems, such as telephone, computers,
• Xtend call center, two-way radio and overhead paging system.
• b. Provides services for FirstHealth physicians, departmental staff and customers by answering incoming calls, providing information, and transferring calls in a courteous, professional and supportive manner.
• c. Receives, interprets and disperses information upon request.
• d. Route emergency calls, codes and alarms appropriately.
• e. Monitors 2-way radio for Security and Facilities Management.
• f. Gives directions to FirstHealth facilities upon request.
• 3. Uses equipment/supplies correctly.
• a. Knows and demonstrates the use of Xtend call center, computers, telephones, fax machine and printer.
• b. Monitors Code Alarms according to procedures
• c. Operates 2-way radio in professional manner
• d. Operates Fire Alarm computer and alarm monitors properly
• 4. Uses appropriate safety and infection control measures.
• a. Performs duties in a safe manner
• b. Adheres to OSHA and Hospital requirements
• c. Responds to emergency situations by alerting appropriate staff.
• 5. Teaches/directs/advises/informs others in an appropriate manner.
• a. Assist with the training of new operators when appropriate.
• b. Seeks and accepts new responsibilities and offers assistance to others.
• c. Informs co-workers of on-call schedule and beeper changes.
• d. Notifies proper personnel of codes and emergencies in a prompt and timely manner.
• 6. Reports/records information correctly.
• a. Ensures that information is shared with co-workers by updating “Notes”
• in the Xtend Call Center system.
• b. Logs accurate information for codes in appropriate code message box.
• c. Ensures that on-call schedules are updated, upon request, after hours.
• 7. Public Safety Communications.
• a. Receives routine and emergency calls and personal request for assistance concerning crimes, fires, public utilities, or general information concerning addresses and nature of problems; monitors security cameras throughout the system; dispatches public safety staff to incidents; coordinates with utilities communications staff as needed.
• b. Operates Division of Criminal Information (DCI) terminal to send and receive messages regarding NCIC information.
• c. Maintains an in-house communications logs and reports including the nature of calls, actions taken, and the times involved; and generates reports for recovered or stolen property, missing persons, and extra patrols; maintains various schedules and files; enters incident reports, arrest reports and supplements into the data base; enters citations, warrants and warning tickets into data base.
• d. Operates equipment to maintain contact with public safety personnel and other emergency personnel; dispatches officers to answer requests for assistance; receives and transmits information and messages.
• e. Maintain relevant certifications, complete annual NCJA in-service training for telecommunicators.
• f. Perform related duties as required.

Requirements

• The following, or equivalent, are the minimum requirements to perform the essential functions of this position.
• High School Diploma. Prefer one to two years’ experience in communications, telecommunications, dispatching or related field; or an equivalent combination of education and experience. Certified DCI operator and NC DOJ telecommunicator certification/equivalent or ability to obtain within three months of employment.
• Have excellent customer service and communication skills. Must have ability to work efficiently, multi-task in a fast-paced environment and remain calm under stress. Computer experience required. Good judgment.

Skills

Required

• Remain calm under stress
• Computer experience
• Good judgment
• Manual dexterity and visual acuity