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Overview
Under general supervision, answer all incoming calls; connect all incoming and outgoing calls; page physicians; obtain long distance information and place calls for physicians, personnel and families; provide patient information. Receive class registration & physician referral calls. May serve as Dispatcher for Safety and Security, Maintenance Departments, and other offsite locations. Qualifications: Education: High school diploma or equivalent. Licensure: None. Experience: Telephone or customer service experience beneficial. Certifications: None. Other:
- Basic computer and keyboarding skills
- Must be able to navigate multiple computer software systems simultaneously
- Ability to communicate clearly in English both orally and written
- Knowledge of Microsoft Office
Responsibilities * Serves as the communication center by processing incoming, outgoing and inter-department telephone, by answering the phone line within 3 rings in a courteous manner consistent with the Mission and Values of Mercy.
* Dispatches respective requests, in order of priority, immediately upon receipt of the request and enters the request into the applicable reporting system
* Provides assistance to physicians, patients, family members, Mercy staff and the general public through the correct, expedient, and courteous transferring of calls, overhead paging, or pager communications
* Provides patient location information as well as answers specific hospital inquires and locating resources for additional information.
* Uses proper techniques to identify customer's requests and direct customers to the appropriate locations.
* May provide Answering Service for after-hours Mercy Clinic calls and independent clients.
* Activates and properly executes all Codes and Emergency Notifications by overhead page and notification system as applicable. Follows Code procedures precisely to ensure immediate notification of Mercy co-workers.
* Contacts emergency medical teams for emergency procedures, according to department protocols and other services requested. May contact on-call staff to perform emergency procedures according to each department's protocols and on-call schedules.
* May monitor the Fire Panel, Medical Gas Alarm, Security systems, Hugs/Peds Alarms, Panic Alarms, Tube system, weather band/inclement weather, depending on system location, and respond according to procedure.
* May communicate through radio transmission, and does so in a courteous and efficient manner.
* Communicates with local Fire Department, Police Department, EMT and Tech Electronics upon request, in emergency situations and during drills
* May assist with end-of-life notification, as appliable.
* May document in electronic medical record patient transport equipment needs
* Assists in maintaining and updating on-call schedules with support from clinics and departments. Utilize appropriate system for departments to document and share their on-call schedules.
* Proficient in documentation, assuring all call, alert, code and event information is documented properly in the operator console system.
* May help track and log patient valuables.
* May send out meeting reminders for hospital counsels and committees.
* Effectively communicate technological issues with MTS services.
* Informs the oncoming Operator/Dispatcher of pending requests and anything needing immediate or long-term attention
* Notifies leadership of issues that arise as soon as possible and may assist in the problem-solving process. Performs initial troubleshooting efforts to operator console, phone system and paging system when not working properly.
* Acknowledges and maintains the right to privacy and confidentiality.
* Works well with others and promotes team building.
* Adapts well to change and challenges.
Performs additional duties as assigned.
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Mercy
Oct 07, 2025