Job Description

Communication Specialist

Location: Bend, OR

Time Type: Full time

Pay Range: $22.91 - $32.07

Department: Transfer and Dispatch Center

Position Overview: The Communication Specialist provides professional and timely assistance for all callers to the St. Charles Health System Transfer and Dispatch Center. First point of contact for, and coordinates all, consultation, referral, direct admits and/or transfer requests into and out of all four hospitals and efficiently processes transportation requests via various partners. This position does not directly supervise other caregivers.

Essential Functions and Duties:

• Follows all procedures, policies, and standards of practice.
• Receives and coordinates all phone calls from other medical facilities within and outside our health system to make or complete arrangements for transferring patients.
• Receives and coordinates all phone calls from local clinics within our health system to have patients directly admitted.
• Complies with COBRA transfer laws and consults with appropriate medical staff as necessary for identification of accepting physician for transferring patients.
• Participates in bed control activities; notifies house supervisor, hospital departments and admitting of pending admissions, by initiating bed requests.
• Enters complete patient information in the appropriate system(s) and in compliance with hospital and regulatory requirements.
• Accurately creates patient accounts in EHR as defined in standard work.
• Communicates with physicians and/or physician office staff to facilitate direct, same day admissions.
• Provides admitting information to physicians and their offices upon request.
• Accurately enters and updates physician call schedules for emergent after hours and weekend changes.
• Maintains accurate record hospital account.
• Responsible for rapid and accurate initiation of emergency response for priority code responses such as Heart 1, Stroke 1, Stroke alert, Trauma, and Mass Causualty events, additional codes as assigned.
• Responsible for rapid notification to appropriate facility and teams when there is an incoming medical helicopter.
• Functions as patient advocate, responding to their request and locating a nurse.
• Provides accurate and timely telephone connections for all external and internal operator assisted calls.
• Functions as main communicator during all hospital codes.
• Accurately uses all computer software to ensure callers go to the right place the first time.
• Manages confidential patient information according to patient privacy guidelines.
• Supports the vision, mission and values of the organization in all respects.
• Supports Value Improvement Practice (VIP- Lean) principles of continuous improvement with energy and enthusiasm, functioning as a champion of change.
• Provides and maintains a safe environment for caregivers, patients and guests.
• Delivers customer service and/or patient care in a manner that promotes goodwill, is timely, efficient and accurate.
• Conducts all activities with the highest standards of professionalism and confidentiality. Complies with all applicable laws, regulations, policies and procedures, supporting the organization's corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.
• May perform additional duties of similar complexity within the organization, as required or assigned.

Education:

• Required: High school diploma or GED.
• Preferred: N/A

Licensure/Certification/Registration:

• Required: N/A
• Preferred: N/A

Experience:

• Required: One year experience working in fast-paced customer service or patient-facing role.
• Preferred: Medical office and/or multi-line phone experience. Medical experience, such as Emergency Medical Technician, Emergency Medical Dispatch, or Certified Flight Communicator.

Personal Protective Equipment:

Must be able to wear appropriate Personal Protective Equipment (PPE) required to perform the job safely.

Additional Position Information:

• Skills: Must have excellent communication skills and ability to interact with a diverse population and professionally represent St. Charles Health System.
• Ability to effectively interact and communicate with all levels within St. Charles Health System and external customers/clients/potential employees.
• Strong teamwork and collaborative skills.
• Ability to work under pressure in a fast-paced environment.
• Ability to multi-task and work independently.
• Attention to detail.
• Excellent organizational skills, written and oral communication and customer service skills, particularly in dealing with stressful personal interactions.
• Strong analytical, problem solving and decision making skills.
• Excellent organizational and multi-tasking skills.
• Basic to intermediate ability and experience in computer applications, specifically electronic medical records system and MS Office.
• Ability to learn the geographic area within the introductory period.

Physical Requirements:

• Continually (75% or more): Use of clear and audible speaking voice and the ability to hear normal speech level.
• Frequently (50%): Sitting, standing, walking, lifting 1-10 pounds, keyboard operation.
• Occasionally (25%): Bending, climbing stairs, reaching overhead, carrying/pushing or pulling 1-10 pounds, grasping/squeezing.
• Rarely (10%): Stooping/kneeling/crouching, lifting, carrying, pushing or pulling 11-15 pounds, operation of a motor vehicle.
• Never (0%): Climbing ladder/step-stool, lifting/carrying/pushing or pulling 25-50 pounds, ability to hear whispered speech level.

Exposure to Elemental Factors:

• Never (0%): Heat, cold, wet/slippery area, noise, dust, vibration, chemical solution, uneven surface.

Blood-Borne Pathogen (BBP) Exposure Category:

No Risk for Exposure to BBP

Schedule Weekly Hours: 36

Caregiver Type: Regular

Shift: First Shift (United States of America)

Is Exempt Position? No

Job Family: SPECIALIST TRANSFER CENTER

Scheduled Days of the Week: Variable; includes every other weekend and holidays

Shift Start & End Time: 06:30-19:00

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