Telecommunicator

Job Description:

Responsibilities

• Assesses reason for caller’s inbound communication, while meeting and managing callers’ emotional state

• Systematically questions caller, rebuts and redirects conversation appropriately for the situation

• Gathers and transcribes key information necessary for the coordination of services, guides callers through intake and triage processes

  • Effectively informs next steps and manages expectations, delivers pre-arrival instructions

• Identifies risks of imminent life threats, self-harm or harm to others (including risks to those involved in follow-up care) and directs questioning; makes appropriate notifications

• Completes assessment tools and documentation across multiple platforms in a timely fashion

• Provides a high standard of service aligned with policies, procedures, and organizational goals

• Appropriately accesses and safeguards members’ confidential medical and other protected/privileged information 

• Excel in a fully remote working environment requiring independence and self-governance

• Self-identifies human factors compromising or undermining personal ability to deliver a consistent standard of work

• Shift assignments may vary to support 24/7 operation

  • Shift options include 12hr Pittman (Days, Nights); Weekdays; and Weekends. Shifts are assigned based on departmental need and seniority

  • May be required to work on company recognized holidays and national holidays

• Other duties as assigned

Skills Required

• Keyboarding and basic computer use, including following troubleshooting protocols

• Data Entry / Transcription

• Record locating

• Excellent interpersonal communication skills, both oral and written

• Written communication skills including comprehension of medical terminology and common prescription medications 

• Ability to systematically question, interpret responses, and ask appropriate follow up questions

• Customer service, including seamless use of complex telephone systems

• Presents collected, professional appearance assisting members with technical aspects of accessing their care

• Time management and punctuality

Competencies

• Quickly filters information

• Detects latent themes of risk to both members and staff; directs questioning based upon responses or omissions

• Effectively summarizes content of received calls; utilizes audible information and enters it accurately in forms or notes

• Effectively task-switches (commonly known as multitasking ability) and retains key information until it is documented or no longer relevant

• Maintains privacy and confidentiality of protected or privileged information obtained in their course of work

• Reads, interprets, and applies policies, procedures, job aids, memos, and regulatory directives relevant to the role

• Adheres to due-dates and completes online education, asks clarifying questions, demonstrates knowledge as required

• Self reports errors, safety events, and areas for process improvement

• Seeks out and retains the knowledge of when and how to escalate events in the organizational context

Job Requirements

• Education:

  • Minimum: High School Diploma or equivalent education

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