Team Ldr Telephone Service Rep

MedStar Franklin Square Medical Center Baltimore, MD

About the Job

  • Job Summary
    • Provides leadership and guidance to other telephone services reps during a particular shift. Assists visitors and callers giving correct information and providing telephone communication service with regard to the hospital and its patients.
  • Minimum Qualifications
    • Education/Training
      • High school graduation or equivalent.
    • Experience
      • 5 years switchboard experience; team leader or supervisory experience.
    • License/Certification/Registration
      • No special certification, registration or license required.
    • Knowledge, Skills & Abilities
      • Supervisory skills. Basic computer skills. Excellent verbal and written communication skills.
  • Primary Duties and Responsibilities
    • Assists in training new telephone operators as required.
    • Communicates schedule and coverage changes to callers as required. Assures delivery of mail to patients on a daily basis.
    • Contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards and safety standards. Complies with governmental and accreditation regulations.
    • Creates and revises the on-call schedule for various departments as required.
    • Logs and places all long distance calls in accordance with established guidelines.
    • Maintains accurate and complete logs and records as required by hospital or department procedure. Prepare coverage schedule for staff. Maintains incidents reports, attendance records for department.
    • Maintains records of physician and other professional coverage for coverage at the hospital including a sign in/out list as required. Provides answering services for designated physicians and departments. Maintains desk reference books for department.
    • Maintains the hospital-wide phone directory including emergency and pager numbers for physicians, departmental leadership and professional staff. Utilizes and maintains this information in accordance with the hospital's confidentiality policies.
    • Oversight responsibility for front desk and switchboard room for general/professional decorum.
    • Oversight responsibility for staff on particular shift. Communicates information to staff as advised by Administrator, Executive Services. Provides input for disciplinary actions and performance evaluations.
    • Pages individuals via intercom and beeper in emergency and non-emergency situations.
    • Participates in meetings and on committees.
    • Participates in multidisciplinary quality and service improvement teams.
    • Performs other duties as assigned.
    • Provides assistance during emergency situations, notifying proper internal and external authorities. Maintains open lines of communications during crisis situations. Utilizes all available emergency guidelines to effectively manage critical situations such as CODES, reports of fires, elevator problems and phone outages.
    • Provides information to callers, including general hospital information and directions; processes and directs incoming and outgoing calls utilizing the Intellidesk system, adhering to hospital and departmental standards. Maintains current information regarding directory changes, office procedures, attendance, incidents, etc. Enters information into computer for any changes, additions, deletions, etc.
About MedStar Health
MedStar Health is dedicated to providing the highest quality care for people in Maryland and the Washington, D.C., region, while advancing the practice of medicine through education, innovation and research. Our 30,000 associates and 5,400 affiliated physicians work in a variety of settings across our health system, including 10 hospitals and more than 300 community-based locations, the largest visiting nurse association in the region, and highly respected institutes dedicated to research and innovation. As the medical education and clinical partner of Georgetown University for more than 20 years, MedStar is dedicated not only to teaching the next generation of doctors, but also to the continuing education and professional development of our whole team. MedStar Health offers diverse opportunities for career advancement and personal fulfillment.