Information Coordinator

Massachusetts Eye and Ear Infirmary - MEI
United States, Massachusetts, Boston
243-245 Charles Street (Show on map)
Jan 01, 2025
The Information Coordinator plays a critical role in ensuring phone calls from patients, departments, providers, vendors and outside clinical entities are processed timely and efficiently by answering questions, transferring calls or paging appropriate individuals. This position requires a detail-oriented individual who can calmly work under pressure while providing exceptional service. Under the direction and supervision of the Manager of Guest Services, the Information Coordinator provides general information, monitors alarms and implements emergency protocols through a multi-line phone system using proper telephone etiquette and following authorized procedures. This is an essential role within the organization, staff are expected to report to work during state emergencies including but not limited to inclement weather and when required by the manager. ESSENTIAL FUNCTIONS: * Responds efficiently and accurately to emergency codes, including code phone, following designated procedures related to STAT Team activations, among others. * Demonstrates an ability to perform in an accurate and precise manner in crisis and emergency situations when time is critical. * Ability to readily access procedures for Command Center Activations. * Handles switchboard processes for all other emergency alarms, codes, or disaster incidents. * Effectively utilizes Microsoft Office including Outlook, Excel, Word, and Teams. * Responds promptly to email requests through Microsoft Outlook. * Proficiently utilizes Switchboard phone and paging systems, as well as Epic. * Demonstrates robust knowledge of operator's resources and telecommunications resources. * Has knowledge of pagers, basic pager functions, group paging, status change, and back up paging. * Receives, transfers, and places calls using appropriate telephone etiquette and standardized greeting. * Promptly and courteously answers questions from the public and provides general information. * Participates in training of new hires. * Exhibits superior listening skills utilizing reasoning, problem solving, quick responding, and understanding skills. * Interacts with all individuals in a professional manner, providing attention, support, and assistance to foster an environment of exceptional customer service. * Maintains a pleasant and helpful demeanor and consistently demonstrates a professional attitude toward all internal and external customers. * Performs all other duties as assigned or requested by manager. High School Diploma/GED required Requires a professional, service-oriented individual with strong organizational skills and sound judgment. An independent thinker with the ability to work under limited supervision. Experience with multi-line phone system or switchboard in a hospital or medical facility is preferred. WORKING CONDITIONS:Mental and visual attention requiring combination of alertness and manual dexterity when typing/using a PC. This is an essential employee role. During a state of emergency or disaster that may impact the operations of the Hospital, all employees in this role could be required to report for duty. ADDITIONAL DETAIL:High volume of telephone work with patients, clinical staff and colleagues. Professional business attire is required. Strong interpersonal skills, ability to multi-task and ability to de-escalate difficult conversations are necessary skill sets. Because this position is integral to all communication methods within the Hospital and the Hospital is always open, the Information Coordinator must be prepared to work outside his/her scheduled hours when required by the Manager. Massachusetts Eye and Ear Infirmary is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.