Guest Services Operator II
Baton Rouge General

JOB PURPOSE OR MISSION: Efficiently and courteously processes all incoming calls. Facilitates emergency code paging, voice paging and other internal communications. Operates a multi-station switchboard by answering, routing calls and assisting internal and external customers.
PERFORMANCE CRITERIA
CRITERIA A: Everyday Excellence Values
Employee demonstrates Everyday Excellence values in the day-to-day performance of their job.- Demonstrates courtesy and caring to each other, patients and their families, physicians, and the community.
- Takes initiative in living our Everyday Excellence values and vital signs.
- Takes initiative in identifying customer needs before the customer asks.
- Participates in teamwork willingly and with enthusiasm.
- Demonstrates respect for the dignity and privacy needs of customers through personal action and attention to the environment of care.
- Keeps customers informed, answers customer questions and anticipates information needs of customers.
CRITERIA B: Corporate Compliance
Employee demonstrates commitment to the Code of Conduct, Conflict of Interest Guidelines and the GHS Corporate Compliance Guidelines.- Practices diligence in fulfilling the regulatory and legal requirements of the position and department.
- Maintains accurate and reliable patient/organizational records.
- Maintains professional relationships with appropriate officials; communicates honestly and completely; behaves in a fair and nondiscriminatory manner in all professional contacts.
CRITERIA C: Personal Achievement
Employee demonstrates initiative in achieving work goals and meeting personal objectives.- Uses accepted procedures and practices to complete assignments. Uses creative and proactive solutions to achieve objectives even when workload and demands are high.
- Adheres to high moral principles of honesty, loyalty, sincerity, and fairness.
- Upholds the ethical standards of the organization.
CRITERIA D: Performance Improvement
Employee actively participates in Performance Improvement activities and incorporates quality improvement standards in his/her job performance.- Optimizes talents, skills, and abilities in achieving excellence in meeting and exceeding customer expectations.
- Initiates or redesigns to continuously improve work processes.
- Contributes ideas and suggestions to improve approaches to work processes.
- Willingly participates in organization and/or department quality initiatives.
CRITERIA E: Cost Management
Employee demonstrates effective cost management practices.- Effectively manages time and resources.
- Makes conscious effort to effectively utilize the resources of the organization — material, human, and financial.
- Consistently looks for and uses resource saving processes.
CRITERIA F: Patient & Employee Safety
Employee actively participates in and demonstrates effective patient and employee safety practices.- Communicates, demonstrates, coordinates, and emphasizes patient and employee safety.
- Proactively reports errors, potential errors, injuries or potential injuries.
- Demonstrates departmental specific patient and employee safety standards at all times.
- Demonstrates the use of proper safety techniques, equipment and devices and follows safety policies, procedures and plans.
- Consistently looks for and uses resource saving processes.
JOB FUNCTIONS
ESSENTIAL JOB FUNCTIONS include, but are not limited to:
1. Demonstrates effectiveness in operating telephone switchboard
PERFORMANCE STANDARDS:- Answers all incoming calls within 6 rings.
- Receives, places, and transfers calls using appropriate telephone etiquette.
- Handles telephone requests with courtesy, accuracy and respect for confidentiality.
- Demonstrates responsibility for verbal and beeper paging all emergency/disaster codes according to policy.
- Places long distance calls for authorized parties only.
2. Maintains an awareness of General Health System departments
PERFORMANCE STANDARDS:- Demonstrates the ability to accurately determine which department or extension to connect with caller.
- Utilizes current lists of physicians, key personnel, and contacts.
- Updates computer information system as changes are received.
- Informs other staff members and documents new information when personnel changes, physician address changes, etc. occur.
- Utilizes daily patient census report and surgery schedules to assist customers.
- Monitors telephone switchboard to ensure that the system is operating properly.
- Maintains disaster cellular phones for availability.
3. Maintains accurate department logs and forms
PERFORMANCE STANDARDS:- Demonstrates correct use of all forms required in the day-to-day operation of the switchboard.
- Accurately documents and communicates all matters requiring administrative attention to the Manager.
- Logs and reports switchboard system irregularities as per policy and procedure.
- Properly files departmental logs and forms.
- Maintains on-call book to facilitate contacting appropriate on-call personnel.
4. Demonstrates proper method of overhead paging
PERFORMANCE STANDARDS:- Broadcasts authorized overhead pages immediately recording each on the log sheet.
- Operates paging and beeper system to locate doctors and personnel, immediately upon request, recording each on the log sheet.
- Calls emergency patient/disaster codes immediately upon receipt following appropriate policies and procedures as per specific code.
- Consistently avoids excessive use of paging systems for non-emergency needs.
5. Performs all other duties as assigned
SPECIFIC EXPERIENCE REQUIREMENTS: Experience in switchboard, receptionist, or clerical work preferred.
SPECIFIC EDUCATIONAL REQUIREMENTS: High School Diploma or GED preferred.
SPECIAL SKILL, LICENSE AND KNOWLEDGE REQUIREMENTS: Computer skills preferred.
HIPAA REQUIREMENTS: Maintains knowledge of and adherence to all applicable HIPAA regulations appropriate to the Job Position including but not limited to: patient demographics, patient related complaints, and information related to patient location.
SAFETY REQUIREMENTS: Maintains knowledge of and adherence to all applicable safety practices appropriate to the Job Position including but not limited to: Incident reporting, hand washing, and environment of care.
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