As the region's only Level I Trauma center, Harborview Medical Center (HMC) is well known for innovations and excellence in trauma care and its centers of emphasis: Trauma, Burn, Neurosciences, AIDS/STD, Center for Advanced Reconstruction and Rehabilitation (CARER), and mentally-and medically- vulnerable populations. In addition to the centers of emphasis, HMC serves a mission population for King County. Harborview employees are committed to the vital role the institution plays in the immediate community, as well as the entire Northwest region. HMC is owned by King County and managed by the University of Washington (UW) and serves as a training site for UW’s School of Medicine. The UW is proud to be one of the nation’s premier educational and research institutions. Our people are the most important asset in our pursuit of achieving excellence in education, research, and community service. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty.
HMC Telecommunication has an outstanding opportunity for a part time temporary/hourly variable shift HOSPITAL OPERATOR. Under general supervision, Hospital Telephone Communications Operators (Operators) work independently to coordinate and transmit high-level communication services support for all aspects of Harborview Medical Center’s (HMC) operations. As the primary contact person for HMC, Operators demonstrate premier customer service work, including: •Expert communication services (telephone, alpha and numerical paging, overhead announcements, computer programs) for the sole level 1 trauma center in the Washington, Wyoming, Alaska, Montana and Idaho (WWAMI) region.
•Expertise in state-of-the-art computer programs and back up systems that manage the medical center’s communication needs. Ability to accurately and quickly page emergency response teams, including critical life-support code calls that enable quality patient safety outcomes.
•In a confidential and sensitive manner, triages phone calls for all aspects of patient information to appropriate physician/unit/department. Maintains patient confidentiality in compliance with HIPAA.
•Complies with the UW Medicine service culture guidelines; Provides superior customer services at all times; treats co-workers, patients, visitors and the public with dignity and respect.
•Works effectively under multiple demands and adjusts priorities as circumstances require to meet turnaround time goals and staffing needs of the department.
•Maintains a high degree of accuracy and precision on a consistent basis in their job performance.
•Coordinates the medical center’s need for interpreter services personnel as needed and requested.
•Place local and long distance calls.
•Maintains and troubleshoots on-line phone/pager directory and on-call databases. Completes all forms and reports changes or inaccurate information to lead or supervisor.
•Checks communications email at least twice per shift and prints/enters schedule changes.
•Successfully completes annual CORE competencies and all mandatory trainings.
•Coordinates pager needs for the medical center.
•Other duties as assigned.
High School Diploma, or GED Certificate; AND one year of experience as a Telephone Communications Operator, or equivalent. Six months of additional qualifying experience may substitute for required education.
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.
DESIRED KNOWLEDGE, SKILLS AND ABILITIES:
• Excellent oral and written communication skills in the English language, including grammar and spelling. • Service excellence skills, including independent problem-solving and efficient multi-tasking. • Experience in answering a high volume of calls, and communicating in a clear, concise, and calm manner. • Must have the ability to work a flexible schedule, including additional hours if needed to ensure 24/7 delivery of communication services. • Computer skills, including competent keyboard abilities. • Ability to sit and use computer /keyboard/communication headsets for up to 8-10 hours per scheduled shift.
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.