Job Summary

Plans, develops, maintains, and administers customer service function.  Models exceptional customer service behavior and serves as an internal consultant for the emergency department. Including, but not limited to dispatching and tracking calls from private practices, pharmacies, insurance companies and patients to multiple physicians and nursing staff. Handles Lexington Medical Centers Urgent Cares' calls.

Minimum Qualifications

•Minimum Education: High School Diploma or Equivalent
•Minimum Years of Experience:  1 Year of experience in a hospital/medical setting;
1 Year of experience in telephone and public relations field.
Substitutable Education & Experience:  None
•Required Certifications/Licensure:  Basic Life Support (BLS) required or must be obtained within 90 days of hire. Crisis Prevention Intervention (CPI) required or must be obtained within 90 days of hire.
•Required Training: Possess a functional knowledge of Microsoft Word, Excel and PowerPoint;
Experience with using a computer and multi-line telephone.

Essential Functions

• Answering incoming calls to the Emergency Department.
• Assists customers via telephone and in person with questions pertaining to their services.
• To act as the first point of contact by telephone.
• Responds to all written and oral correspondence concerning patient inquiries, or refers to the appropriate party as quickly and efficiently as possible.
• Assists patients and staff via telephone calls, etc. to ensure customer satisfaction and prompt resolution of their call.
• Answers the telephone courteously and takes accurate messages.
• Performs follow-up calls or contacts patients previously seen in the ED with variances in their lab or radiology testing.
• Contacts patients discharged from ED to inquire about their care.
• Establishes and maintains accurate and efficient logs of calls or patient concerns..
• Tracks and collect data on all incoming and outgoing calls.
• Maintains hospital-wide forms utilized by the ED by making sure that forms are kept up to date and forms no longer used are removed from stock.
• Maintains the availability of staff lockers by assigning lockers to new staff members.
• Distributes and monitors electronic communication devices (Portable Phones) utilized by the ED.
• Pulls EMS Run sheets and scan into the patient’s chart...
• Contacts interpreters, radiology, poison control, etc. as needed for patient care.
• Performs all other duties as assigned.
• Works alongside ED Guest Services to serve as a liaison between patients and families and the organization.
• Assists patients to various departments as needed by giving directions, escorting them either ambulatory or via wheelchair.
• Will embody those behaviors, philosophies and values which serve to uphold the ideals and enhance the image of Lexington Medical Center.
• Maintains confidentiality of patients, personnel and system information.
• Respects patients "Bill of Rights".
• Demonstrates receptiveness to change and maintain a positive attitude through the change process.
• Presents professional appearance in dress and grooming.       
  • Adheres to Dress code.           
  • Maintains personal hygiene and cleanliness appropriate to contact with patients, visitors and co-workers.
• Communicates concerns, seek clarifications,  & communicates issues immediately with leadership team
• Works in a cooperative manner, which fosters favorable relations between employees, visitors, patients and their families.
• Exhibits commitment and pride through personal example by speaking positively about LMC, the department, employees and guests.
• Exhibits telephone courtesy by:            
  • Answering phones promptly with proper name and Department.     
  • Speaking with a pleasant tone.          
  • Transferring calls correctly and promptly.        
  • Attending to calls on hold in a timely manner.
• Follows the Service Expectations Policy.
• Utilizes the service recovery process to resolve complaints (GIFT).
• Complies with Emergency Department Core Principles.

Duties & Responsibilities

• Cooperates with ancillary departments to improve service to the patient.
• Accepts chain of command supervision and constructive criticism..
• Demonstrates initiative in completing assigned tasks.
• Demonstrates ability to utilize time effectively.
• Maintains a close working relationship with Emergency Department personnel.
• Completes Annual Mandatory Education and Employee Health requirements.
• Complies with Time & Attendance policy.
• Will maintain and control the Emergency Department Call Center in a satisfactory manner to assure the provision of a safe environment for patients.
• Presents to Emergency Department leadership the need for changes in process..
• Establishes and maintains a safe, neat, clean and orderly work station.
• Will communicate effectively both within the organization and with other representatives of outside agencies
• Appropriately utilizes the electronic communication and other systems support for conveying information.
• Communicates with peers to share knowledge and skills.
• Coordinates communication to include all necessary information in order to avoid unnecessary delays.
• Communicates effectively with outside agencies and ancillary departments.
• Participates in Quality Assessment and Improvement activities.
• Performs all other duties as assigned.