About this role
Division: Eskenazi Health
Sub-Division: Hospital
Req ID: 26856
Schedule : Full Time
Shift : Days
Eskenazi Health serves as the public hospital division of the Health & Hospital Corporation of Marion County. Physicians provide a comprehensive range of primary and specialty care services at the 327-bed hospital and outpatient facilities both on and off of the Eskenazi Health downtown campus as well as at 10 Eskenazi Health Center sites located throughout Indianapolis.
FLSA Status
Non-Exempt
## Job Role Summary
The Telecommunications Representative manages critical hospital and emergency communications. Key responsibilities include Emergency & Medical Alerts: Activating urgent medical protocols (such as Code Rapid Responses, Stroke One, and STEMIs) and emergency notifications. Handling all switchboard operations and managing gate assistance calls. Coordinating on-call schedules and securely messaging physicians and staff using Epic and Amion systems. Disaster response: Serving as the back up disaster operations area for the Fifth Third building during a power outage.
Essential Functions and Responsibilities
- Proactively contributes to Eskenazi Health’s mission: Advocate, Care, Teach and Serve with special emphasis on the vulnerable population of Marion County. Models Eskenazi Health values.
- Performs Switchboard, and responds immediately to Code Blue, Rapid Response, Code Orange and other urgent overhead announcements.
- Perform and responds immediately in sending out notification for Stroke One, Stemi, IR and Neuro IR
- Operates switchboard equipment to reply to incoming, outgoing, and interoffice calls.
- Performs clerical duties related to hospital communications services.
- Answers inquiries relevant to in-patient status and calls to hospital complex. Refers calls and takes/relays messages for staff members.
- Secure messaging personnel using Epic
- Answers questions from callers according to policy, and exercises discretion when referring callers who are uncertain of the department that they need.
- Makes incidental update to the file of all medical services and key personnel as directed, including separate listings for residents.
- Answers inquiries from outside sources regarding inpatient medical status.
- All night operators maintain the file of daily medical services and key personnel in the computer system.
- Effective verbal and written communication skills required.
- Configures, provisions and maintains hospital user accounts within AMS/American Messaging Systems
- Keeps the on-call care giver list current for all inpatient and outpatient clinical areas.
- "Codes" require a special knowledge of alarm location and how to implement them accurately/immediately. Ensures all designated parties are notified and follows up to see that primary team has responded.
- Responds immediately to emergency medical 911 dispatch, asks vital questions, and provides instructions for emergency medical calls.
- Uses Eskenazi Health systems to provide callers with appointment information, patient location, and patient condition.
- Uses Share Point/Active Directory archival system for contact information for departments and clinics.
- Serves as Disaster location for Health Connections and Specialty Connections when Fifth Third Bank Building loses power.
- Maintains eHub intranet contact information for departments and clinics.
- Maintains Active Directory contact information for individuals, which feeds the eHub phone directory.
- Uses the Everbridge system to send emergency communications.
- Uses the Responder 5 system to send Code Blues.
- Performs Pager Management for individuals and group pagers, which includes creating pagers, deactivating pagers, exchanging pagers, setting up AMS Connect, and purchasing and returning pagers.
Job Requirements
- Completion of a high school education or equivalent (GED)
- Minimum two years’ experience as a phone operator
Accredited by The Joint Commission and named one of the nation’s 150 best places to work by Becker’s Hospital Review for four consecutive years and Forbes list of best places to work for women, and Forbes list of America’s best midsize employers’ Eskenazi Health’s programs have received national recognition while also offering new health care opportunities to the local community. As the sponsoring hospital for Indianapolis Emergency Medical Services, the city’s primary EMS provider, Eskenazi Health is also home to the first adult Level I trauma center in Indiana, the first verified adult burn center in Indiana, the first community mental health center in Indiana and the Eskenazi Health Center Primary Care – Center of Excellence in Women’s Health, just to name a few.