Administrative Services/Information Center Operator
Hiring Range Commensurate with Experience
Western State Hospital is seeking an individual to provide a customer service oriented central reception function for the hospital that disseminates routine and emergency incident information, access control assistance, and initial or follow-up direction to employees, patients, visitors, contractors, public safety and government officials, etc.; The candidate will provide routine and emergency operational communication services via phone, two-way radio, overhead pages, e-mail, fax, and pagers, etc., to assist in the coordination of routine and emergency response efforts for Public Safety and Maintenance dispatching needs, internal hospital alarms, and medical emergencies, which includes notifying Community Public Safety Agencies (Law, Fire, EMS, etc.), the Administrator On Call , Laboratory, Maintenance, Pharmacy and Radiology on-call personnel, as applicable, during heightened sensitivity situations and/or emergencies. After hours assistance in the patient admission/discharge process and patient/census accountability for Western State Hospital and admission process for the Commonwealth Center for Children and Adolescents. The prospective candidate will access control program management to include input, changes and suspension/removal of patient bands, employee identification and access badges and duress badges. Providing administrative services for the Information Center and data entry services for Quality/Risk Management Departments which may include the entry and review of Seclusion/Restraint into the Western State and Central Office Databases is also entailed with the position.
•Req: Demonstrated experience in customer service or help desk capacity, with ability to communicate clearly and professionally both verbally and in writing.
•Req: Proficient in the use of Microsoft Office computer programs, online and computer data entry, access control programs, and dispatching skills using multi-line telephone systems and two-way radios.
•Req: Demonstrated abilities in listening, analyzing information, resolving conflicts, problem solving, and decision making with a highly developed capability of handling complaints and unpleasant customers or situations.
•Req: Ability to satisfactorily multi-task.
•Req: Demonstrated ability to work alone in a high stressed and fast paced work environment.
•Pref: Certification in MS Office or other computer programs used in the Information Center.
•Pref: Higher education in a customer service or healthcare related field, or equivalent experience.
•Pref: 3+ years of experience in healthcare related customer service.
•Pref: Bilingual in English/Spanish.
• Pref: Veteran.
The successful applicant must pass a criminal background investigation, drug screening test and employment reference check. The applicant must have the ability to perform at the level of physical demands noted on the Employee Work Profile (basic office work) and the verified ability to perform the essential functions of the position.