communications coordinator

The Communication Coordinator demonstrates excellent customer service performance in that his/her attitude and actions are always consistent with the standards contained in the Vision, Mission and Values of Covenant and the commitment to Extraordinary Care for Every Generation.

Under limited supervision, but according to established procedure, is responsible for leading the day-to-day activities of Covenant's switchboard and paging/answering function and the activities of personnel engaged in the provision of such services. In addition, this position is responsible for monitoring the performance and customer support related activities.

 Focuses staff on the accomplishment of Covenant's Mission, Vision, Values and strategic business plan.

Demonstrates commitment to the quality philosophy and values of Covenant by maintaining established policies and procedures; organizational objectives; continuous quality improvement; quality assessment and safety standards.

 Demonstrates excellent customer service.

Assists in the development & monitoring of departmental budgets for Switchboard and Paging/Answering service and monitors FTE usage.

Schedules employees to always ensure adequate staffing of switchboard

Processes staff payroll and track staff attendance.

Works as Switchboard operator as necessary to maintain adequate staffing.

Assists Manager of Information System in supervision of switchboard including training and collects information to perform annual employee evaluations.

Monitors and updates switchboard operators in proper use of systems & adherence to departments policies and procedures.

Ensure staff perform all duties in a courteous manner & provide excellent customer service.

Enacts staff development and corrective action plans according to Covenant policy.

Regularly interacts with end user departments to:

o Determine their needs

o Develop management information systems to address these needs within the constraints of available software and hardware

o Educate users in the effective use of computerized applications. and telephone system. Markets (when appropriate) paging/answering services to physicians and other potential users.

Produces bills for paging/answering services clients.

Participates on hospital committees as assigned.

Monitors performance of switchboard/paging computer systems, reports problems to system vendors, and assists in installation/training/troubleshooting of such systems.

Remains abreast of new developments in the switchboard and paging/answering areas by participating in continuing education programs/conferences, and by review of the literature and periodicals.

Recommends the integration of advancements when practicable and cost effective.

Coordinates with the interpreter service provider to manage and provide interpretation services between staff, patients and their families.

Maintain software system databases with correct department, staff, and patient information.

Develop/modify emergency procedures as needed.

Maintain and manage the hospital's in-house paging system.

Other duties as assigned

EDUCATION/EXPERIENCE

� Associates degree required. In lieu of associates degree, a minimum of two (2) years call center experience required and willing to obtain an associates degree within three (3) years.

� Three to five years of experience with computerized Switchboard/Paging/Answering application servicing a large, complex PBX; coordinating a large hospital switchboard, paging/answering service and managing staff schedules/timecards in a 24x7 operation preferred.

KNOWLEDGE/SKILLS/ABILITIES

� Computer competency, PC literate, familiar with MS Word and Excel.

� Prior experience with most of the following:

o Cisco Phone System

o Spok software

o Call Recording systems

o Call Processing systems

o Prior experience with radio paging system(s)

� Advanced analytical skills necessary to resolve complex technical problems related to the Switchboard

� Interpersonal skills necessary to regularly interact with all levels of Hospital personnel and representatives of outside agencies.

� The ability to communicate effectively, verbally and in writing, with all levels of Hospital personnel on a one-on-one and group basis, using appropriate vocabulary, grammar, and word usage.

� The ability to protect the confidential nature of the information within the IS department and the hospital as a whole.

WORKING CONDITIONS/PHYSICAL DEMANDS

� Ability to maintain punctual attendance consistent with the ADA, FMLA, and other federal, state, and local standards.

� Frequent standing, walking, sitting, twisting, reaching, handling.

� Frequent feeling, talking, hearing, near vision, midrange vision.

� Frequent far vision, depth perception, visual accommodation.

� Frequent color vision, field of vision.

� Occasional lifting up to 25 lbs.

� Occasional lifting, carrying, pushing, pulling, climbing, balancing.

� Occasional stooping, kneeling, crouching, squatting.