Contact Handling

• Manner- Associate?s manner displayed during contact
  • Promptly answers all calls, use of appropriate greeting announcement of name, proper use of fact finding questions, call routed to correct destination, speaks distinctly and fluently, uses appropriate verbiage, provides accurate information, handled contact in pleasant and helpful manner and escalates calls as necessary to ensure caller?s satisfaction.
• Technical Ability
  • Operates and navigates Avaya, Epic and CHRISTUS Health software vendors efficiently.
  • Communicates with Administration, area hospitals, and EMS agencies regarding diversion procedures.
  • Monitors and answers Transfer Center radio communications as needed.
  • Communicates with referring hospitals in a timely fashion and follows up in a prompt manner
  • Arranges transports to facilities with proper paperwork.
  • Appropriate use of resources to handle callers request, identifies and contacts appropriate "on call" persons.
  • Follows appropriate procedures when operating radio and PA.
  • Properly and efficiently processes "Code Calls" and Crisis Alerts.
  • Display working knowledge of Simplex/Fire Alarm Panel.
• Clerical ? Accurately completes all clerical work associated with contacts.
• CHRISTUS Organizational Goals ? Demonstrates use of AIDET and use of key words, is attentive to abandonment monitor and responds appropriately.

Effectiveness with Others

• Associate displays a positive and helpful attitude that is consistent with the CHRISTUS Mission, communicates and works effectively with other associates and displays flexibility in scheduling and/or filling shifts.
• In collaboration with the PICC staff, appropriately pages all indicated alerts when requested ie: Trauma, Cardiac, Stroke, Chill. Receives and documents calls from team members per hospital policy. Maintains activation logs. 

Responsible for adhering to hospital policies and procedures

• Follows attendance and tardiness procedures.--Accrues no unexcused absences, accrues no more than three (3) unscheduled absences, reports to work station at designated time, and follows established call-in procedures in order to maintain adequate staffing levels.
• Follows attire and appearance procedures.--Follows established hospital and/or departmental procedures for dress, personal hygiene, cosmetics, hairstyles, facial hair, jewelry, leg-ware and ID badges, recognizing that proper appearance assists maintaining a professional image and authority.
• Follows safety precautions.--Follows necessary and pertinent safety precautions during the performance of job duties, to prevent injury to self and/or others and to prevent damages to hospital equipment/property. Has no avoidable accidents or injuries during the past twelve (12) months.
• Participates in prescribed inservice programs and departmental meetings.--Attends at least 80% of prescribed inservices and departmental meetings each year in order to learn new procedures and update information to more adequately perform job duties and foster greater teamwork and cooperation.
• Attends infection control and safety programs.--Attends all mandated infection control and safety programs or inservices to maintain a working knowledge appropriate precautions and actions to be initiated during the execution of duties.
• Follows hospital policies and departmental rules.--Adheres to hospital policies and departmental rules.
• Follows the CHRISTUS Health Guidelines related to the Health Insurance Portability and Accountability Act (HIPAA), designed to prevent or detect unauthorized disclosure of Protected Health Information (PHI).
• Associate timely completes all required educational assignments.
• Associate is current on all Health Screenings/Requirements.
• Completes all additional duties and projects as assigned.