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.