Hospital Communications Operator

Eskenazi Health serves as the public hospital division of the Health & Hospital Corporation of Marion County. Physicians provide a comprehensive range of primary and specialty care services at the 327-bed hospital and outpatient facilities both on and off of the Eskenazi Health downtown campus as well as at 10 Eskenazi Health Center sites located throughout Indianapolis.

FLSA Status

Non-Exempt

Job Role Summary

The Telecommunications Representative manages critical hospital and emergency communications. Key responsibilities include Emergency & Medical Alerts: Activating urgent medical protocols (such as Code Rapid Responses, Stroke One, and STEMIs) and emergency notifications. Handling all switchboard operations and managing gate assistance calls. Coordinating on-call schedules and securely messaging physicians and staff using Epic and Amion systems. Disaster response: Serving as the back up disaster operations area for the Fifth Third building during a power outage.

Essential Functions and Responsibilities

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• Proactively contributes to Eskenazi Health’s mission: Advocate, Care, Teach and Serve with special emphasis on the vulnerable population of Marion County. Models Eskenazi Health values. • Performs Switchboard, and responds immediately to Code Blue, Rapid Response, Code Orange and other urgent overhead announcements. • Perform and responds immediately in sending out notification for Stroke One, Stemi, IR and Neuro IR • Operates switchboard equipment to reply to incoming, outgoing, and interoffice calls. • Performs clerical duties related to hospital communications services. • Answers inquiries relevant to in-patient status and calls to hospital complex. Refers calls and takes/relays messages for staff members. • Secure messaging personnel using Epic • Answers questions from callers according to policy, and exercises discretion when referring callers who are uncertain of the department that they need. • Makes incidental update to the file of all medical services and key personnel as directed, including separate listings for residents. • Answers inquiries from outside sources regarding inpatient medical status. • All night operators maintain the file of daily medical services and key personnel in the computer system. • Effective verbal and written communication skills required. • Configures, provisions and maintains hospital user accounts within AMS/American Messaging Systems • Keeps the on-call care giver list current for all inpatient and outpatient clinical areas. • "Codes" require a special knowledge of alarm location and how to implement them accurately/immediately. Ensures all designated parties are notified and follows up to see that primary team has responded. • Responds immediately to emergency medical 911 dispatch, asks vital questions, and provides instructions for emergency medical calls. • Uses Eskenazi Health systems to provide callers with appointment information, patient location, and patient condition. • Uses Share Point/Active Directory archival system for contact information for departments and clinics. • Serves as Disaster location for Health Connections and Specialty Connections when Fifth Third Bank Building loses power. • Maintains eHub intranet contact information for departments and clinics. • Maintains Active Directory contact information for individuals, which feeds the eHub phone directory. • Uses the Everbridge system to send emergency communications. • Uses the Responder 5 system to send Code Blues. • Performs Pager Management for individuals and group pagers, which includes creating pagers, deactivating pagers, exchanging pagers, setting up AMS Connect, and purchasing and returning pagers.