GENESIS HEALTHCARE SYSTEM
 

In order to fill our Mission of serving our community by helping each person achieve optimal health and well-being by providing compassionate, exceptional, and affordable healthcare services, all employees of Genesis HealthCare System must be committed to living the Genesis Mission and Genesis values of Compassion, Excellence, Integrity, Team, and Innovation. All employees must regard themselves as an ‘owner’ of Genesis and keep our patients at the center of everything we do - always. 

Position Details:

Work Shift:

Night Shift (United States of America)

Scheduled Weekly Hours:

20

Department:

Switchboard Communication Center

Overview of Position:

Performs accurate high-quality liaison services, direction and general information to promote service excellence to physicians, staff, patients and other customers. Performs call processing, paging (overhead and pager) alarm alert monitoring and code communications throughout the system.

ESSENTIAL DUTIES
1.    Maintains knowledge of and assists the organization in directing calls and code response by paging proper areas/physicians/staff.
2.    Monitors alarms and dispatches required staff as needed for response.  
3.    Maintains the highest degree of professionalism and confidentiality at all times.
4.    Demonstrates proficiency in Code Blue and other computer applications and technologies.
5.    May provide assistance in areas of Access Center or Service Response Center.
6.    Demonstrates initiative and creativity to continuously improve services.
7.    Provides outstanding customer service to internal and external customers.  
8.    Performs other functions as assigned.

QUALIFICATIONS
1.    Successful completion of high school or equivalent required.
2.    Six months experience in a high call volume center or related setting.
3.    Excellent interpersonal, communication, and decision-making skills.
4.    Ability to provide outstanding customer service and maintain a high degree of confidentiality.
5.    Demonstrated excellence with listening, verbal skills.
6.    Effective oral communication in English is required to perform job duties.
7.    Ability to work independently and under pressure in a complex and changing working environments.
8.    Experience with computer software programs (Microsoft Office, etc.)

PATIENT CENTERED CARE & BEHAVIORAL EXPECTATIONS
1.    Living the Genesis Mission, Vision and Values
• Performs work in a manner that is quality focused.
• Treats patients, co-workers, visitors and volunteers with courtesy, compassion, empathy and respect.
• Results oriented and focused on achievement of objectives.
• Acknowledges and responds to the diversity of people and the situation.
• Encourages peers (others) to be owners of change.
• Always makes the effort to anticipate and exceed customer needs and expectations.
• Possesses the ability to engage others with patience and understanding.
• Acts in a manner that creates positive first and lasting impressions.
• Demonstrates the ability to own issues until they are resolved.
2.    Patient Centered Care  (patients/families, physicians, co-workers, all other internal/external customers)
• Introduces self and role…connects with everyone.
• Communicates effectively (i.e. advising others of actions, pertinent information, time durations, etc.) and asks for feedback.
• Asks for and anticipates needs and concerns of others.
• Maintains a positive work environment for staff and a healing environment for patients (i.e. safe, clean, quiet, etc.)
• Maintains the dignity and privacy of each person; manages confidential/sensitive information appropriately.
• Responds to requests in an appropriate and timely manner.
• Exits patient/customer encounters courteously, asking if there are additional needs that can be addressed.
3.    Promotes Patient and Employee Safety 
• Demonstrates safe Patient Handling (i.e. transfers, transport, care administration, nutrition, medication, etc.) 
• Demonstrates safe Materials Handling (i.e. appropriate use and disposal of chemicals, infectious wastes, etc.)
• Demonstrates appropriate knowledge of Infectious Disease precautions and use of proper protective equipment
• Demonstrates Slips/Trips and Falls Awareness.
• Actively contributes to maintaining a safe, clean and quiet environment.

WORKING CONDITIONS/PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job.  Reasonable accommodat