Essential Functions/Responsibilities:

% of Time

(annually)

Provides efficient and timely call handling

·         Maintains a 95% average in answer time

·         Maintains a 95% average in being in the ON position on the switchboard

·         Handles the customer’s request and keeps the pace of the call moving and manages call time effectively

·         Directs calls to the appropriate destination

·         Determines the caller's needs and refer the caller to the appropriate party when operational problems occur in the routine handling of telephone traffic. These occurrences are reported to the Lead Customer Service Representative or Manager for review and action

·         Verifies caller identity and provides accurate information to the customer

·         Demonstrates good procedures skills; knows location of policy and procedures manual

·         Follows call guidelines and scripts

·          Uses systems tools (faxing, paging, status's, transfer/dial keys, etc.)

 30%

Customer Interaction and Relationship

·         Listens to and empathizes with customers; acknowledges customer concerns

·         Gathers information to determine customer's needs

·         Applies problem solving skills and solved the inquiry effectively. Communicates information about the resolution of the inquiry to the customer clearly and completely

·          Controls the pace and flow of the conversation

30%

Responds to Stats, Disasters, and Codes following policies and procedures

·         Monitors and responds to access controls, panic alarms, fire computer and alarms, intercoms and CCTV monitors

·         Acknowledges incoming Security calls or alarms and dispatches Security Officers to the appropriate locations

·         Maintains and enhances their knowledge and capabilities during emergency and non-emergency situations, performing multiple duties rapidly, calmly, and effectively to achieve the responses needed

·         Keeps abreast on all call disasters and security policies

·          Contacts appropriate personnel for all codes, disasters and stats

 30%

Basic UPH Performance Criteria         

·         Demonstrates the UnityPoint Health Values and Standards of Behaviors as well as adheres to policies and procedures and safety guidelines.

·         Demonstrates ability to meet business needs of department with regular, reliable attendance.

·         Employee maintains current licenses and/or certifications required for the position.

·         Practices and reflects knowledge of HIPAA, TJC, OSHA and other federal/state regulatory agencies guiding healthcare.

·         Completes all annual education and competency requirements within the calendar year.

·         Is knowledgeable of hospital and department compliance requirements for federally funded healthcare programs (e.g. Medicare and Medicaid) regarding fraud, waste and abuse.  Brings any questions or concerns regarding compliance to the immediate attention of hospital administrative staff.  Takes appropriate action on concerns reported by department staff related to compliance.

10%