Message Center Secretary-Message Center

UnityPoint Health
US - Iowa - Des Moines
December 18, 2024

Overview:

Message Center/Support Service Secretary is essentially the hospital support team for performing as operator and the after-hours answering service as well as support for facilities items of evs,maintenance, couriers combined. Providing support to patients, staff, visitors, families, and care providers. Answer all incoming calls within a goal time frame and create messages for the correct group to take care of the need. Monitor the call log, errors, ensuring that messages are received and catching system failure. Message Center Secretaries are the hub for the on-call schedules and assist with loading/editing them. Support Service Secretaries are the 1 stop call center to handle all types of clinical, mechanical, facility need.

Responsibilities:

Customer Services
• Knowledge and understanding of phone systems, software systems used to send out messages,

and customer service.
• Exercise good judgment in prioritizing and expediting calls, contacting appropriate person when

necessary, by all available means until message is delivered or cancelled. Always closing the loop

for end users.
• Answer all incoming requests for assistance - from notifying physicians or providers to contacting

maintenance for a power situation.
• Exercising good problem solving and conflict resolution skills. Notify lead/charge and record all

problems or complaints. Contact supervisor if unable to resolve.
• Demonstrates initiative to improve quality and customer service by striving to exceed customer

expectations.

Departmental Support

Balance team and individual responsibilities; be open and objective to other's views; give and

welcome feedback; contribute to positive team goals; and put the success of the team above own

interests.

Other functions - performed on an as needed basis
• This position may be assigned a specific mission to address in an emergency situation to assist in

disaster response and recovery as part of the UPH-DM Hospital Emergency Incident Command

System. Situations of a critical nature may require an individual to perform multiple tasks until

additional support can be obtained.
• Performs functions other than described due to extenuating circumstances.

Basic UPH Performance Criteria
• Demonstrates the UnityPoint Health Values and Standards of Behaviors as well as adheres to

policies and procedures and safety guidelines.
• Demonstrates ability to meet business needs of department with regular, reliable attendance.
• Employee maintains current licenses and/or certifications required for the position.
• Practices and reflects knowledge of HIPAA, DIA, DNV, OSHA and other federal/state regulatory

agencies guiding healthcare.
• Completes all annual education and competency requirements within the calendar year.
• Is knowledgeable of hospital and department compliance requirements for federally funded

healthcare programs (e.g. Medicare and Medicaid) regarding fraud, waste and abuse. Brings any

questions or concerns regarding compliance to the immediate attention of hospital administrative

staff. Takes appropriate action on concerns reported by department staff related to compliance.

Qualifications:

EDUCATION: High school diploma or equivalent. Ability to fluently read, write and speak English. Must have good spelling skills and correct grammar. EXPERIENCE: Customer Service experience helpful but not required. EOE M/F/V/D

Read the full job description and apply online on the recuiter's web-site

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