Communication Representative Jobs in Maryland (NOW HIRING)

Job Summary

Supports, and is responsible for incorporating into job performance, the Frederick Health (FH) mission, vision, core values and customer service philosophy and adheres to the FH Compliance Program, including following all regulatory requirements and the FH Standards of Behavior.

Example of Essential Functions:

Responsible for but not limited to:

• Overseeing the daily shift operations of the department 

• Assisting the Communication’s Supervisor/Manager in the following areas of daily administrative duties which include but not limited to:  

• Notifying appropriate personnel, departments, and off campus agencies according to operational procedures and department policy. Completes necessary notification records and documents response. 

• Maintaining departmental and/or hospital confidential records, contact information, emergency preparedness documentation

• Maintaining and updating Disaster emergency phone listings for all areas 

• Maintaining and updating documentation for repair/replacement of department equipment

• Maintaining and updating reporting documentation of weekly, bi-weekly, and monthly managerial reports 

• Assisting with the supervision of the Communication’s Representative staff

• Assisting in Maintaining accurate staffing coverage within the Communication’s Department 

• Assisting in the documentation/requests for PTO

• Assisting the Communications Supervisor/Manager in the troubleshooting and/or providing recommendations for corrective action

• Assisting in and/or providing input for disciplinary documentation/action regarding department staff

• Taking control of the Communication’s Department in the event of emergency situations in the absence of the Communications Supervisor/Manager

• Administering all training for the Communication’s Representatives/New Hires and advising the Supervisor/Manager of recommended competencies for follow-up training needs

• Assisting in reviewing applications of potential new hires and/or assisting in the new hire interview process, including conducting a job shadow of potential recruits

• Assisting the Communication’s Manager/Supervisor in developing/updating procedures, practices, services to enhance the efficiency of the Communication’s staff and department

• Assisting the Communication’s Manager/Supervisor in monitoring staff adherence to all departmental policies/procedures

• Maintaining adherence to appropriate HIPPA regulations as set out by the Organization

• General Job Responsibilities

• Provides high level of Customer Service when representing the Frederick Health 

• Answers and directs incoming and outgoing telephone traffic, using various communications equipment.

• Possesses good telephone skills

• Answers and processes all calls with a clear voice and pleasant manner. 

• Demonstrates competence in the control and operation of the associated equipment.

• Operates overhead paging system in a clear, calm, professional manner. Speaks with a clear and understandable voice. Sends the correct message the first time. 

• Uses correct voice presentation for overhead paging and radio notification – voice level, calm, precise, confident, professional, control, helpful and concerned

• Promptly determines the location of various alarms and dispatch appropriate response teams

• Provides central radio dispatch control for hospital security department and maintains, as requested, radio contact by changing frequencies with Plant Operations, Environmental Services, Couriers and Home Medical Equipment during routine and emergency situations

• Relays radio messages and related information to security officers in an accurate, timely and accurate manner.

• Ensures that communication has been received by use of 10 code methods.

• Contacts and relays information to law enforcement as situation warrants.

• Provides patient room and telephone number according to established policy.

• Uses sound judgment when responding to patient information requests.

• Helps to control access to patients who are “Do Not Disturb” or “Confidential”.

• Assists patients with 2nd party billing services for long distance calls generated within patient rooms.

• Aids with information on deceased patients and notifies security of funeral home acquisition of patients.

• Without direction initiates and utilizes proper pre-established back up system.

• Maintains excellent communication skills both verbal and written

• Maintains a high level of confidentiality when discussing patient, staff and hospital related information. Assists all callers with their inquiries while still maintaining Patient Confidentiality.

• Answers and processes all calls as received from Doctors, Nurses, Emergency Department, Outside Hospital Facilities/Agencies and our Community Patrons

• Accurately and promptly processes Hospital Code Calls as a priority over other incoming calls because life safety may be involved. Ensure that all relevant personnel are notified via all available communication systems

• Is capable of handling stressful outside emergency calls (Suicide Calls), and establishing control of call due to the life that may be at risk, proceeding professionally, calmly, and liaising with appropriate support units, (security, law enforcement), during communication with individual at risk.  

• Without reservations processes appropriate support Codes for staff after administration of stressful Code Calls

• Completes and verifies Code Reports and distribute to appropriate Code Committees timely and accurately as per the relevant Code Protocol

• Receive and process emergency calls, including off-site facilities and locations

• Disaster Emergency notifications Fire, Panic, Weather and – administering notifications, communications with all appropriate staff personnel, law enforcement while maintaining leadership, professionalism, mental and physical support to fellow co-workers during all situations

• Promptly determines location and needs of all personnel involved within the emergency situations, offers directional support as needed

• Communication is conducted with multi-line Cisco Phones, Inforad Wireless Paging System, Overhead Intercom Paging System and Security Radio transmission which utilizes 10 code method

• Communication via emails is to be conducted both professionally and factually at all times.

• Maintaining call logs, showing documentation of calls received, to whom calls are going to and whom they are from

• Maintaining alarm call logs, documentation of alarms, locations, rescue notifications made, alarm reset advised once 911 personnel has determined that location is free and cleared and deemed safe for all personnel to return

• Issuance of communication devices during events of disasters, power outages, severe weather, etc. 

Required Knowledge, Skills and Abilities:

• Strong interpersonal skills and techniques and the ability to take initiative and give direction as situations dictate. 

• Excellent verbal and written communication skills. 

• Computer skills in Microsoft Office 365.

• Ability to navigate software programs, to include basic troubleshooting

• Ability to provide direction and management of staff performance, routine operations, and functions of department. 

• Ability to take control of volatile situations and issue commands as situation’s dictate.

Minimum Education, Training, and Experience Required:

• High school graduate or equivalent preferred

• Minimum of one years experience in a Communications/Switchboard Healthcare environment

Patient Contact

Must demonstrate and maintain current knowledge and skills in providing appropriate care/contact for patients in the following age groups:

_ Performance of job does not require patient contact

Physical Demands:

Sedentary - Light Work - Lifting up to 15 pounds on an infrequent basis (less than one lift every three minutes).  While work is mostly done sitting, a certain amount of walking or standing is often necessary.

Ergonomic Risk Factors:

Repetition:  Repeating the same motion over and over again places stress on the muscles and tendons.  The severity of risk depends on how often the action is repeated, the speed of the movement, the required force and muscles involved.

Awkward Posture:  Posture is the position your body is in and its effect on the muscle groups that are involved in the physical activity.  Awkward postures include repeated or prolonged reaching, twisting, bending, kneeling, squatting, working overhead with your hands or arms, or holding fixed positions.

Working Conditions:

A. Bloodborne Pathogens Exposure Risk:  Category C – NO exposure to blood or body fluids.

Reporting Relationship:

Reports to Communications Supervisor

Salary Range

$17.51 min to $22.66 max