Allied Health Specialist I - Drug and Poison Information Center

PURPOSE OF POSITION: To respond to community poison control and professional services within the DPIC contact center. To work in close collaboration with a multi-disciplinary team of healthcare professionals in order to effectively engage, communicate, problem-solve and set priorities for callers of all education levels and backgrounds and in strict compliance with policies, procedures and guidelines.

·Customer Service
Maintain a professional demeanor at all times. Serve as a first line representative and advocate for community and professional services supported. Demonstrate concern for customer needs and issues; patiently responding with tact and empathy. Maintain CCHMC Core Values at all times; respect everyone, tell the truth, work as a team, make a difference.
·Documentation and Reporting
Maintain complete records in accordance with DPIC procedures. Comply with policies governing the handling of confidential information as defined by CHMC's mission and applicable laws and regulations; review timeliness, accuracy, availability and security of information.
·Medical Triage
Assist in responding to incoming poison information calls to the DPIC from lay community, physicians, law enforcement, and others with close monitoring and supervision from the Team Leader. Determine clear understanding of caller needs and gather complete history to effectively determine appropriate course of action. Maintain familiarity with computerized drug information searches and basic pharmacology/toxicology. Respond to calls in strict compliance with governing policies, procedures and guidelines.
Ensure that work areas are organized and present a safe, accessible, effective and efficient environment for employees, patients and families. Attend required CHMC/DPIC training sessions. Comply with Infection Control policies and procedures.

Skills & Competencies
·Communication - Advanced
Excellent verbal, written and interpersonal communication skills; Effectively demonstrate communication skills related to conveying relevant information; Develop and maintain efficient internal communication processes to support the activities of the department; Prioritize multiple requests for information
·Professional Knowledge
Understand and apply appropriate policies and procedures; Perform dedicated duties on a timely basis; Capable of identifying own strengths and weaknesses and seeking appropriate resources; intermediate knowledge of medical terminology; problem solving ability
·Diversity Appreciation
Understanding and showing respect and appreciation for the uniqueness of all individuals; leveraging differences in others' perspectives and ideas; appreciating cultural differences and adjusting one's approach to successfully integrate with others who are different from oneself
·Computer Proficiency
Computer literacy and proficiency with various software application programs
·Independence and Teamwork
Ability to work both independently and in a team environment; Ability to adapt to stressful or crisis situations

·Current certification/licensure as an Emergency Medical Technician (EMT) or Licensed Practical Nurse (LPN) with a minimum of 1 year training OR bachelor's degree Experience in a healthcare related field
·1 year experience within a healthcare, pharmacy or related medical contact center environment

·Bachelor's Degree
·Contact center experience within healthcare and/or pharmaceutical industry