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Call Monitoring information
What's a good job for overthinkers?
What are the key skills and qualifications needed to thrive as a Call Monitoring Specialist, and why are they important?
What is the difference between Call Monitoring vs Call Center Agent?
| Aspect | Call Monitoring | Call Center Agent |
|---|---|---|
| Primary Role | Supervising and evaluating calls for quality assurance | Handling customer calls and providing support |
| Required Skills | Communication, listening, coaching | Customer service, problem-solving |
| Work Environment | Quality assurance teams, supervisors | Call centers, customer support centers |
| Certifications | Optional, related to quality management | Customer service certifications often preferred |
Call Monitoring focuses on overseeing and assessing call quality, while Call Center Agents directly interact with customers. Both roles are essential in customer service operations but serve different functions within the industry.
How can I make 2000 a week working from home?
What is call monitoring?
How to make $1000 a week remotely?
How does call monitoring work?
What are some common challenges faced in a Call Monitoring role, and how can they be addressed?
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$16 - $20.75/hr
Full-time
Posted 27 days ago
Job description
The Monitor Technician is responsible issuing telemetry units, for continuous monitoring of all telemetry patients,recognition of life threatning arrhythmias, discontinuation of telemetry when ordered, and the clerical steps involved in the telemetry process. Responsible for assisting with all clerical activities on the unit in conjunction with or in the absence of the unit secretary. Assists with promotion of patient safety and falls prevention on the unit by answering patient call lights and monitoring bed alarms and ascertaining appropriate response is initiated.
Required Knowledge & Skills
Education: High School Diploma or GED
Experience: One year of related experience. Requires a working knowledge of standard practices and procedures.
Licenses and Certifications
NONE REQUIRED
Supervision
No supervisory responsibility.
Qualifications
Completion of telemetry and cardiac arrhythmia class. Must pass arrhythmia test within 60 days of starting in role.
One year Monitor Tech experience at Tanner required or achievement of CRAT Certification (Certified Rhythm Analysis Technician) or NTA Certification (National Telemetry Association).
External candidates with two (2) years monitor tech experience outside of Tanner or up to date CRAT or NTA certification will be eligible for level II on hire.
Statement Of Employment Philosophy
Being a part of Tanner Health System is more than a job, it is a promise we make to treat every patient with exceptional service every time they walk through our doors. Service excellence is the foundation of our organizational culture and the expectations we all set for each other, our patients, physicians and our community. All employees agree to abide by a set of service standards. These standards are the promise we make to provide the best care possible, and represent our beliefs, values and who we strive to become. We each commit to making Tanner Health System a great place for our employees to work, for patients to receive care and for physicians to practice medicine.
Functions
Area of Responsibilities
TELEMETRY MONITORING: Issues and discontinues telemetry. Makes appropriate changes in computer regarding patient status. Continuously monitors all telemetry patients. Recognizes normal and abnormal as well as life threatening rhythms. Demonstrates appropriate actions for various rhythms. Runs rhythm strips as per policy and PRN. Documents PR interval, QRS duration, QT interval, rate and interpretation of rhythm. Documents changes in rhythms and communications with charge nurses and physicians or mid-level providers on the telemetry intervention in PCS.
CARE OF TELEMETRY PATIENT Appropriately notifies nursing personnel of any changes in patient rhythm or telemetry reception. Demonstrates knowledge of cardiovascular medications and impact on the patient care. Recognizes changes in patient rhythm, takes appropriate action, notifies the Charge Nurse. Utilizes proper channels of communication in the event of life threatening arrhythmias (i.e. Dr. Heart, Code Blue, Code SOS.) Evaluates telemetry population to identify patients able to transition to a non-monitored status. Answers call lights and response appropriately. Monitors bed alarms and responds appropriately to help promote patient safety on the unit. Participates in the hand off process by providing end of shift report to off going charge nurse and oncoming monitor tech or nurse. Protects patient privacy by meticulous observation of all HIPAA requirements.
COLLABORATION WITH PATIENT CARE PROVIDERS Provides guidance to bedside clinicians regarding patients cardiovascular system and dysrhythmias. Understands and operates monitoring equipment used routinely in the telemetry process. Documents according to hospital policy procedure and other regulatory agencies. Provides comprehensive end of shift hand off report to the off going charge nurse. Recognizes life threatening arrhythmias and acts appropriately. Assists with all clerical duties on the unit in conjunction with or in the absence of the unit secretary. Requires frequent contact with others both within and external to the facility. Demonstrates excellent communication and customer service skills and works to monitor and promote safe and efficient quality care. Represents the unit in a professional manner as often the monitor tech is the first person encountered on the unit.
PROFESSIONAL DEVELOPMENT Demonstrates knowledge of rules, regulations, policies, and procedures. Evaluates self and meets pre-established professional goals. Participates in required annual hospital wide and continuing education Completes performance assessment and competency evaluation sheet . Committed to finding solutions to problems rather than blaming others. Demonstrates knowledge of rules, regulations, policies, procedures, standards of nursing practice. Accurately evaluates self and meets pre-established professional goals. Meets pre-established yearly telemetry competencies.
TEAM MEMBER Accepts responsibility for maintaining healthy interpersonal relationships with health team members. Acts as a resource to other personnel and co-workers as needed. Performs unit duties including assembling charts, review of charges, posting strips, and maintaining cleanliness of the unit. Participates in all clerical duties on the unit in conjunction with or in the absence of the unit secretary. This includes answering phones, assembling charts, and entering orders in POM. Uses excellent customer service skills to answer phones and meet and greet internal and external customers. Timely attendance at unit staff meetings and mandatory in-services. Shows consideration for Team by reporting to work on time and taking only allotted breaks. Assists in control and maintenance of supplies and equipment.
Compliance Statement
Employee performs within the prescribed limits of Tanner Health System's Ethics and Compliance program. Is responsible to detect, observe, and report compliance variances to their immediate supervisor, the Compliance Officer, or the Hotline.
Required Knowledge & Skills
Education: High School Diploma or GED
Experience: One year of related experience. Requires a working knowledge of standard practices and procedures.
Licenses and Certifications
NONE REQUIRED
Supervision
No supervisory responsibility.
Qualifications
Completion of telemetry and cardiac arrhythmia class. Must pass arrhythmia test within 60 days of starting in role.
One year Monitor Tech experience at Tanner required or achievement of CRAT Certification (Certified Rhythm Analysis Technician) or NTA Certification (National Telemetry Association).
External candidates with two (2) years monitor tech experience outside of Tanner or up to date CRAT or NTA certification will be eligible for level II on hire.
Definitions
The Monitor Technician is responsible issuing telemetry units, for continuous monitoring of all telemetry patients,recognition of life threatning arrhythmias, discontinuation of telemetry when ordered, and the clerical steps involved in the telemetry process. Responsible for assisting with all clerical activities on the unit in conjunction with or in the absence of the unit secretary. Assists with promotion of patient safety and falls prevention on the unit by answering patient call lights and monitoring bed alarms and ascertaining appropriate response is initiated.
Position Responsibilities
Contact with Others: Performance of job requires contact with others where team work is essential, requiring tact in order to obtain cooperation. Contacts may be outside of the organization also.
Effect of Error: Probable errors may be serious and involve losses such as improper costs, overpayment, waste of material, damage to equipment, and delay in processing work. Effect usually confined within the organization. Most of work not subject to direct verification or check. Regularly works with some confidential data such as account, salaries, patient medical records, which if disclosed might have adverse internal or external effects.
People Management Responsibilities
Supervisory Responsibility: Exercises no supervision, work direction, or instruction of other employees or students
Work Environment/Physical Effort
Mental Demands: Semi-routine duties of some variety and difficulty performed under general supervision and following general operating procedures and practices. Work involves some planning to select correct methods and correct for error.
Working Conditions: Noticeable - (About 25% of the day) Involved in exposure to dirt, odors, noise, or some work is performed with exposure to temperature/weather extremes/occupational risk and probability of coming into contact with blood borne pathogens, other potentially infectious diseases, or biomedical/bio-hazardous materials.
Working Conditions Aspects for Immunizations
Performs tasks involving contact with blood, blood-contaminated body fluids, other body fluids, or sharps (needles): Yes
Directly works with Patients less than 12 months of age: No
Physical Effort: Minor physical effort - Job requires person to stand and/or walk frequently. Lifts, carries, or uses lightweight (1 to 25 lbs.) materials or equipment less than half of the day. Works in reaching or strained position intermittently. Office or laboratory work requires close visual effort less than half of day. Office or Laboratory work with concentration on a monotonous, repetitious procedure or skill most of day, where speed and accuracy are essential.
Physical Aspects
Bending: Frequent = 34% - 66% of the time
Typing: Frequent = 34% - 66% of the time
Manual Dexterity -- picking, pinching with fingers etc.: Frequent = 34% - 66% of the time
Feeling (Touch) -- determining temperature, texture, by touching: Not required
Hearing: Constant = 67% - 100% of the time.
Reaching -- above shoulder: Occasional = 1% - 33% of the time
Reaching -- below shoulder: Frequent = 34% - 66% of the time
Visual: Constant = 67% - 100% of the time.
Color Vision: Frequent = 34% - 66% of the time
Speaking: Constant = 67% - 100% of the time.
Standing: Occasional = 1% - 33% of the time
Balancing: Occasional = 1% - 33% of the time
Walking: Occasional = 1% - 33% of the time
Crawling: Not required
Running - in response to an emergency: Occasional = 1% - 33% of the time
Lifting up to 25 lbs.: Frequent = 34% - 66% of the time
Lifting 25 to 60 lbs.: Occasional = 1% - 33% of the time
Lifting over 60 lbs.: Occasional = 1% - 33% of the time
Handling -- seizing, holding, grasping: Constant = 67% - 100% of the time.
Carrying: Occasional = 1% - 33% of the time
Climbing: Not required
Kneeling: Occasional = 1% - 33% of the time
Squatting: Occasional = 1% - 33% of the time
Tasting: Not required
Smelling: Occasional = 1% - 33% of the time
Driving -- Utility vehicles such as golf carts, Gators, ATV, riding lawnmowers, skid steer, aerial lift: Not required
Driving -- Class C vehicles: Not required
Driving -- CDL class vehicles: Not required
N95 Respirator usage (PPE): Not required
Hazmat suit usage (PPE): Not required
Pushing/Pulling -- up to 25 lbs.: Frequent = 34% - 66% of the time
Pushing/Pulling -- 25 to 60 lbs.: Occasional = 1% - 33% of the time
Pushing/Pulling -- over 60 lbs. : Occasional = 1% - 33% of the time
About Tanner Health System
Sourced by ZipRecruiter
Industry
Health care and social assistance
Company size
1,001 - 5,000 Employees
Headquarters location
Carrollton, GA, US
Year founded
1949