Communication Services Operator (PRN) Ardmore, OK

Find your calling at Mercy!

Position Details:

• 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.

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.

• Qualifications
• Education: High school diploma or equivalent.
• Licensure: None.
• Experience: Telephone or customer service experience beneficial.
• Certifications: None.
• Other:

• o Basic computer and keyboarding skills
• o Must be able to navigate multiple computer software systems simultaneously
• o Ability to communicate clearly in English both orally and written
• o Knowledge of Microsoft Office

Why Mercy?

From day one, Mercy offers outstanding benefits - including medical, dental, and vision coverage, paid time off, tuition support, and matched retirement plans for team members working 32+ hours per pay period.

Join a caring, collaborative team where your voice matters. At Mercy, you'll help shape the future of healthcare through innovation, technology, and compassion. As we grow, you'll grow with us.