Cincinnati Children's Hospital Medical Center - Customer Service Careers

Customer Service Jobs
at Cincinnati Children's Hospital Medical Center

Full Job Title: STATLINE OPERATOR,EMERGENCY 3p-1130p, every other weekend, Holidays required

Job Number: 95811

Location: Cincinnati, OH

Date Posted: 11-14-2017

To provide administrative and logistical support for all aspects of customer service related to the Cincinnati Children's Hospital Emergency Room Communications Center (StatLine). To communicate with hospitals, physicians, law enforcement agencies, public safety officials, and medical information from Emergency Medical Services personnel. To route information including: medical advice, physician referrals, hospital transfers, disaster communication and miscellaneous telephone calls (from within and outside of CCHMC). To receive and direct telemetry calls from external teams transporting patients to Base or Liberty EDs) and alert internal teams of inbound patients.

Work collaboratively/cooperatively with others to achieve goals. Proactively adjust one's style and/or efforts to complement those of others. Develop positive working relationships with peers/colleagues. Share knowledge and/or provide support for team members. Contribute to and promote a positive and professional work environment/atmosphere. May serve as a liaison within the division or organization.
·Communication - General
Effectively demonstrate communication skills related to conveying relevant information. Develop and maintain efficient internal communication processes to support the activities of the department/program. Openly communicate across many departments regarding clinical, patient care, physical and/or material resources. Keep key leadership, administrative staff and other stakeholders fully informed of projected and actual developments in a timely manner. Prioritize multiple requests for information. Assemble and distribute material for project communications if necessary.
·Customer Service - Reception
Serve as the first line of contact and a resource. Demonstrate effective customer service to employees, applicants, and/or visitors. Respond to or redirect general inquiries and/or correspondence to designated area(s). Manage and resolve customer satisfaction issues taking initiative to manage conflict in a proactive fashion.
·Procedures I
Understand and apply appropriate polices and procedures for work flow, testing, and/or methodology. Perform dedicated duties on a timely basis. Appropriately document work as necessary.
Communicate information relating to incoming patients arriving at the Burnet Campus as well as the Liberty Campus and the Urgent Cares. Activate medical teams and various levels of trauma teams based on criteria and severity of incoming patients. Handle calls relating to post hospital care (medical advice and positive cultures). Handle calls including: referrals from community physicians or outside hospitals for patients coming to Burnet, Liberty, OPA, OPM, OPF campuses, telemetry calls (Squad calling en route to Burnet or Liberty), Aero medical transports, medical advice calls, positive cultures and calls from Greater Cincinnati Health Council regarding large influx of patients. Coordinate requests to activate: medical team/trauma teams, Liberty Response Team, OR Resuscitation, ECMO teams, Anesthesia STAT, and Critical Airway Team. Process EMS follow up requests.

Skills & Competencies
·Service Orientation
Demonstrating concern for customer needs and issues; patiently tolerating rudeness and anger and responding with tact and empathy; showing persistent enthusiasm during customer interactions
·Personalized Service Skills
Providing prompt, efficient and customized assistance to meet the requirements, requests, and concerns of customers; proactively assisting customers by identifying and proposing alternative services or solutions to problems; appropriately establishing boundaries for unreasonable customer demands
Recognizing when sufficient information has been obtained to make a decision; evaluating available alternatives and using sound thought processes and relevant experience to make the optimal choice in a timely manner; making difficult decisions even in highly ambiguous situations
·Data Entry - Advanced
Advanced data entry and keying skills
Projecting a positive and professional image of the organization in all contexts; working to enhance the organization's credibility, reputation, and value
Working cooperatively with others to achieve group goals; proactively adjusting one's style and efforts to complement those of others on the team; being pleasant, agreeable, and easy to work with; valuing group success as much or more than individual success
·Follow Instructions - Adv
Ability to follow complex written and verbal instructions
·EPIC - Intermediate
Proficient with EPIC
Proficiency in basic computer applications such as Microsoft Office (PowerPoint, Word, Excel), e-mail, and internet
·Office Equipment
Knowledge of, and the ability to operate, standard office equipment such as computers, telephones, copiers, etc.
·Detail Orientation
Meticulously keeping track of details without becoming overwhelmed by them; being exacting, precise, and accurate; spotting minor imperfections or errors and taking action to correct them
Being highly energetic; possessing great reserves of energy; having a bias for action; preferring a fast-paced work style
·Communication - Advanced
Excellent verbal, written and interpersonal communication skills.
·Independence and Teamwork
Ability to work autonomously, with independent judgment, as well as in a collaborative team environment.
Ability to effectively manage multiple tasks simultaneously
·Safety Orientation
Ability to ensure that work areas are organized and present a safe, accessible, effective and efficient environment for employees, patients and families; ability and motivation to attend required Cincinnati Children's safety training sessions and apply lessons learned
·Call Coordination
Excellent phone and customer service skills for answering phones, coordinates radio and phone traffic to and from EMS units, transport team, and helicopter services.
·Disaster Communication
Knowledge of disaster communication equipment
·Medical terminology (basic)
Basic knowledge will be required before completion of probation
·Physical Ability
Able to sit/stand/walk for extended periods of time

·High School Graduate OR Equivalent
·1 year experience in hospital/EMS dispatch or call center setting

·Previous call center/dispatch experience
·Experience working in a hospital OR Experience in a medical office setting

Cincinnati Children’s is an Equal Opportunity Employer. Qualified applicants receive consideration for employment without regard to race, color, religion, sex, national origin, age, genetic information, physical or mental disability, military or veteran status, sexual orientation, gender identity/expression, or other protected status in accordance with applicable federal, state, and local laws and regulations. If you would like more information about equal employment opportunity (EEO) rights as an applicant under the law, please click here

Cincinnati Children’s will not discriminate against applicants and employee for inquiring about, discussing or disclosing their pay or, in certain circumstances, the pay of their co-workers. If you would like more information about the Pay Transparency Nondiscrimination Provision, please click here