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:

Varied Shift (United States of America)

Scheduled Weekly Hours:

24

Department:

Service Response Ctr

Overview of Position:

The purpose of this position is to receive, input, dispatch, and track requests through the use of telecommunications and the Service Response Center software for all non-clinical support services.

ESSENTIAL DUTIES
1.    Answers the telephone promptly and speaks professionally to patients and customers in a courteous manner using approved scripts.
2.    Responds to requests in a customer friendly manner at all times and handles upset customers in a calm and courteous manner.
3.    Collects and appropriately handles detailed information over the phone and then inputs information into the computer system to enable dispatching of appropriate staff to appropriate location with appropriate equipment to remedy the situation.
4.    Tracks customer requests to ensure they are completed to their satisfaction and reports any concerns to the proper management.
5.    Monitors support service activities, and makes assignments to complete ad hoc tasks, e.g. patient transports, housekeeping, maintenance, etc.
6.    Prepares and distributes software reports for management.
7.    Receives training and effectively applies lessons to daily work activities.
8.    Responds to complaints in a customer friendly manner, and then refers complaint to appropriate supervisor in a timely manner.
9.    Contacts and professionally communicates with Public Safety Officers via radio using appropriate radio language. 
10.    Packs, collates, and prepares paperwork along with other recordkeeping tasks.
11.    Follows through in a timely manner with direction from SRC/Transport Supervisor, clinical staff, or departmental leadership.
12.    Follows hospital and departmental policies with special attention to safety, dress, attendance, punctuality, and regulatory compliance.
13.    Handles all work-related information in a confidential manner.
14.    Works effectively with team members to meet constantly changing needs and deliver care that is customer oriented and cost effective.
15.    Demonstrates initiative and creativity to continuously improve services, departmental and interdepartmental processes, and any other activities that affect quality.

QUALIFICATIONS
1.    Requires high school diploma or equivalent.
2.    Must read, comprehend, and follow written and verbal instructions. 
3.    Must read and understand English and have basic arithmetic skills.  
4.    Good interpersonal and communication skills.  
5.    Ability to multi-task, assess situation needs, and problem solve.
6.    Experience operating a Fax Machine, Copy Machine, Multi Line Phones, and other office equipment.
7.    Ability to type a minimum of 30 WPM with an accuracy rate of 95%.  
8.    Have a working knowledge of computer software programs (MS Office, Windows OS, 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 functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1.    Ability to sit, stand, push, pull, bend and walk for extended periods of time.  
2.    Regularly lift or move up to 10 pounds, frequently lift or move up to 25 pounds and occasionally lift or move up to 50 pounds.
3.    Vision abilities required include up close vision, peripheral vision, depth perception and the ability to adjust focus.
4.    May be required to periodically rotate shifts and regular days off.  All system employees must be willing to work all shifts, extra hours, holidays and emergency shifts as required. 

This description reflects in general terms the type and level of work performed.  It is not intended to be all-inclusive, nor portray the specific duties of any one incumbent.
 

Thank you for your interest in employment at Genesis. Genesis is committed to being an equal opportunity employer. Selection of applicants for employment is based only on qualifications and the requirements of a specific job.