Contact Center Associate

Summary:

Under the general supervision of the Family Liaison Program Manager is responsible for coordinating communications and maintaining privacy and security of Hospital patients families and staff by managing telecommunications processing visitors and implementing emergency response and safety procedures. Works closely with families visitors clinical staff employees admissions staff security and all hospital departments. Frequently communicates with 911 and local law enforcement upon request of clinical supervisor. Operates telecommunications paging and emergency radio system and manages security visitor check in procedures at the main Hospital entrance.

Responsibilities:

Consistently applies the Brown University Health Shared Values of Delivering Health with C.A.R.E and the corporate values of respect honesty fairness and the constant pursuit of excellence in improving the health status of the people of the region through the provision of customer-friendly geographically accessible and high-value services within the environment of a comprehensive integrated academic health system. Is responsible for knowing and acting in accordance with the principles of the Brown University Health Corporate Compliance Program and Code of Conduct.

Ensures patient staff and visitor security and safety in the Hospital Welcome Center and main entrance providing oversight and situational awareness of potential safety concerns or hazards. Verifies visitor identity; determines the nature of and confirms the legitimacy of each visit. Manages remote access to the security locking system on the interior and exterior Hospital entrance. Maintains accurate visitor volunteer and vendor logs for security and management purposes. Maintain data on telephone calls and emergency communications. Provides each visitor a badge to be worn at all times. After visit is approved escorts visitor to the locker area for the unit. Instructs visitor to lock up all belongings in a locker. Brings visitor to the supervisor*s office or nurses station for the unit ensuring that visitors are never left unattended.

Protects patient. family and staff rights under state and federal law by maintaining confidentiality of personal information. In accordance with established policies and procedures answers screens and processes incoming and outgoing telephone calls in a prompt accurate and courteous manner.

Coordinates both routine and emergency Hospital communications by answering incoming and outgoing calls and directing them accurately. Responds to requests for direct dial numbers department numbers physician on-call status and pages by utilizing computer software and switchboard console equipment. Maintains updated contact information in the event of computer system failure. Maintains and manages distribution of on-call pagers and cell phones. Maintains CyraCom system equipment and interpreter service logs.

Implements Hospital emergency procedures: answers emergency code phone gathers necessary information contacts emergency responders via ERS code channel and announces code over Hospital intercom according to current emergency response procedures. Produces emergency response reports. Responds to daily RIDOH Emergency Radio System roll call per state procedures. Conducts tests each shift of the Hospital ERS and maintains documentation.

Provides security presence and observes safety conditions in the Hospital lobby. Maintains radio contact with Security in the event of an unsafe condition. Initiates and communicates Rapid Response procedure for Welcome Center visitors in medical distress.

Welcomes and receives hospital patients and families for both inpatient and outpatient appointments following established check-in procedures notifying Patient Registration and clinicians of their arrival.

Maintains customer focus environment and services in the Hospital Welcome Center including patient and family amenities and supplies.. . Provides check in process for hospital volunteers vendors Healing Arts staff and hospital translators providing laptop equipment for volunteer check-in for documentation and also specialty badges for Healing Arts and Interpreter Services.

Maintains data on program activity including incoming calls visitor logs and Code communications. Orients and trains new employees coming into this position. Performs other duties as required assigned or directed to include assistance to various hospital departments.

Performs all duties in a safe and professional manner in accordance with established Brown University Health Policy.

Other information:

BASIC KNOWLEDGE:

High school diploma or equivalent. Demonstrated customer service and interpersonal skills required to positively represent the Hospital in greeting visitors and patients. Demonstrated verbal communication skills to effectively process a high volume of calls. Demonstrated ability to respond to all customer and emergency calls in a confident rapid accurate customer friendly and professional manner. Ability to use telephone computer radio and other equipment.

EXPERIENCE:

Reception or customer service and switchboard experience preferred. Basic computer and telephone skills required.

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS:

Work requires constant sitting walking frequent visual aural and verbal effort. Work requires frequent telephone radio and computer equipment usage.

INDEPENDENT ACTION:

Performs independently within department policies and practices. Refers specific complex problems to supervisor where clarification of departmental policies and procedures may be required.

SUPERVISORY RESPONSIBILITY:

None

Brown University Health is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin age ethnicity sexual orientation ancestry genetics gender identity or expression disability protected veteran or marital status. Brown University Health is a VEVRAA Federal Contractor.

Location: Bradley Hospital USA:RI:East Providence

Work Type: Full Time

Shift: Shift 1

Union: Non-Union