Acadia Hospital Operator

Northern Light Acadia Hospital | Bangor, ME

Posted Date 10/10/2019
Description Schedule: Regular Full-time
Shift: Evening/Night
Hours: Friday, Saturday, Sunday 7pm to 7am

The Call Center Operator serves as the initial point of contact for Acadia Hospital/Healthcare's consumers via communication at the front desk and the Call Center. The front desk is responsible for greeting individuals entering Acadia Hospital and appropriately triaging requests while protecting patient confidentiality. Front Desk operators address Hospital safety through adhering to visitor protocols and monitoring security systems within the lobby.

Responsibilities preformed in the Call Center include the smooth operation and flow of calls directed to the Hospital's main line. The operator protects client confidentiality while answering inquiries and processing phone calls. He/she triages calls appropriately based on the information provided by the caller. He/She supports Hospital safety through triaging emergency facility calls and housekeeping requests at all times. He/she is responsible for monitoring alarm panels and security equipment in the call center. The operator is accountable for the telepsychiatry registration process and patient consents on a 24/7 basis. During non-business hours the call center preforms all registration functions including coordination of patient admissions and completing daily census documentation. The Call Center operator utilizes excellent customer service skills while working with patients, patient family members, and staff, exhibiting professionalism and compassion in all interactions. Performs any duties and/or responsibilities assigned by Manager or Supervisor for which qualified.


People Pillar

a. Must possess excellent customer service, communication, organizational skills, and attention to detail

b.Ability to multi-task, prioritize appropriately, and work well both individually and as part of a Team

c. Must demonstrate professional appearance and manner at all times

d. Utilizes courteous and professional telephone techniques and interpersonal skills to establish and maintain rapport with patients, patient family members, hospital staff, and community providers

e. Understands the mission of The Acadia Hospital and familiarizes self with the facilities policies, procedures, and Inter Departmental Directives (IDD)

f. Treats colleagues with respect and understanding for the job they are performing

g.Continuously and promptly communicates with supervisor with any unresolved conflicts affecting departmental or Individual productivity

Service Pillar

a. Schedule flexibility, punctuality, reliability are required and necessary absences are planned in advance

b. Assist in maintaining a work environment free from recognized hazards that create a risk of injury to employees, patients or visitors and that all accidents and incidents are reported by employees and properly investigated. When appropriate, assist with the return of all workers with work related injuries and illnesses to gainful employment

c. Triages incoming calls using appropriate telephone etiquette for confidentiality and HIPPA guidelines, to appropriate departments per protocol

d. Follows protocols decisively and immediately in crucial situations (i.e. disaster, code red, medical and/or psychiatric emergencies) and demonstrates the ability to remain calm and tactfully handle difficult situations and/or callers who may be upset

e. Addresses emergency facilities calls and standard housekeeping requests through following triage system.

f. Follows procedure for assisting customers with language interpreter services per protocol

g. Demonstrates understanding of emergency procedures and internal and external disaster plans and procedures

h. Performs registration and admissions functions during non-business hours

i. Documents and assesses accuracy to formulate daily census reports

j. Performs telepsychiatry registration functions and patient consents within contract timeframes

k. Appropriately monitors, assists, and troubleshoots the Hospital's emergency staff assist system to include assignment and deactivation of badges and badge maintenance

Quality Pillar

a.Answers the phone appropriately, within departmental time standards, identifying Acadia Hospital and oneself while maintaining consistently patient, sincere, clear tone. Establishes a good rapport with all departmental, hospital and community personnel

b. Interdepartmental communications are effective, and professional, per Acadia Hospital directives

c. Maintains patient confidentiality at all times

d. Monitors and updates client authorization lists in Electronic Systems

e. Maintains regulatory requirements, including The Joint Commission (TJC), Federal and State regulations. Complies with all organizational policies regarding EMHS's Code of Conduct and ethical business practices

f. Follows all departmental protocols. Seeks clarification if unsure of protocol

d. Finance Pillar

a. Actively monitors and eliminates weekly overtime with assistance of supervisor by accommodating schedule adjustments

e. Growth Pillar

a. Takes responsibility for own learning as applicable to job and departmental needs

b. Actively participates in training of new staff

c. Attends Department Staff Meetings, documented 50% of the time, and documents review of materials 100% of the time, as well as maintains knowledge of changes and information pertinent to the department by reviewing posted documentation

d. Offers suggestions and ideas to improve the department and the organization


1. Mature individual who demonstrates skills normally associated with a high school education; previous experience in a call center preferred

2. Exhibits the ability to deal with crisis situations immediately with a calm and decisive manner

3. Exhibits the ability to assist and de-escalate customers by maintaining composure, working towards agreeable solutions and involving departmental leaders as necessary

4. Must be familiar with switchboard operations and electronic systems

5. Must possess good oral and written communication skills in the English language

6. Completes all mandatory education on a yearly basis.

7. Follows safety procedures to prevent injury to self and others

8. Carries assigned keys and wears work ID badge at all times

9. Refrains from the abuse of chemicals

Equal Opportunity Employment
Geographic Region

Share this job