Telecommunications Associate, PRN

Company Description

We’re making Maryland stronger!

With roots that go as far back as 1895, the UM Rehab & Ortho Institute continues to be a pioneer in orthopedics and neurological disorders. From bones to brains, our cutting-edge hospital heals even the most serious of injuries, specializing in everything from total joint replacement to spinal cord injuries and neurological condition.  In total, our 141-bed facility welcomes over 3,000 patients every year. As the state’s largest provider of inpatient rehabilitation services, we offer some of the most advanced therapies for stroke, spinal cord injury, traumatic brain injury, orthopedic and sports injury, among many others.

Job Description

This is a PRN position

This position will cover when full time staff is off. A shift could be any day Monday - Friday with shifts of either 6am-2:30pm or 12:30pm-9pm

Provides of the safety and security of patients, visitors and staff consistent with the mission and values of The University of Maryland Rehabilitation & Orthopedic Institute (UMROI) in accordance with the scope of practice, professional, and regulatory standards. Accountable to the Manager of Security Services for processes and outcomes. Serve as a fully engaged member of the interdisciplinary team. Participates in cost effective strategies that optimize the hospital’s culture of safety.

Must demonstrate the knowledge and skills necessary to provide care appropriate to the age, culture, ethnicity, and specific individual diagnostic needs of the patients served in his/her department. He/she must be able to assess and interpret data about the patient’s status in order to identify each patient’s specific needs and provide the care needed by the patient group (pediatric, adolescents and/or geriatric patient group, culture and diagnostic specific).

II. Principal Responsibilities and Tasks

The following statements are intended to describe the general nature and level of work being performed by the person assigned to this classification.  They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

• Electronic/Paper Documentation- Accurately and concisely maintains patient census from admissions and discharges for facility. Performs basic computer and clerical skills. Maintains logs of operator assisted long distance calls, emergency calls and telephone paging.  Maintains appropriate records regarding postage and special handling. Timely notification of low funds for postage meter. Maintains records of on call schedules for physicians, radiology, pharmacy and administrative staff.
• Communication/Collaboration- Uses active listening principles. Demonstrates ability to articulate and use clear normal speaking voice when providing telephone paging service for physicians and  staff during emergency situations.
• Communication/Collaboration- Use active listening principles to promote interdisciplinary teamwork, patient safety, and customer service: Utilizes customer service skills whenever dealing with difficult personalities. Completes service recovery as necessary. Provides directions and general information to patients, staff and visitors. Responds to emergency situations in an appropriate manner.
• Team Leadership- Uses interpersonal and clerical skills to foster concepts of team collaboration and team unity: Demonstrates ability for time management skills.
• Operates the TTY System- Accurately and concisely maintains records of assistance provided with TTY transmissions. Proficiency in removing messages from the TTY System and delivering to proper destination.
• Respect for individuals, Customer Service, Teamwork and Collaboration:
• Models excellence in customer service behaviors.  Identifies and acts on opportunities to respond to customer requirements.  Take action to prevent customer complaints.
• Initiates and participates in service recovery process and provides customer with appropriate individual for said complaint.   
• Demonstrates skills necessary to provide care and/or interact in a manner that is appropriate to the age, culture, ethnicity, spirituality and individual diagnostic needs of persons served.
• Maintains confidentiality of patient information (HIPPA).
• Uses hand off communication to convey appropriate mailing and patient information.
• Provides an inclusive environment for peers and team members.
• Provides performance feedback requested within peer review.
• Voices difference in opinion professionally through appropriate channels
• Leadership, Clinical and/or Technical Skills:
• Maintains diligent monitoring of postage meter.  Maintains security and integrity of all mail packages. Sorts and distributes mail to appropriate area of destination. Takes appropriate action to address any postage related issues.  Provides accurate and concise records regarding postage and special handling of mail. Reports any issues promptly to Coordinator of Security Services.
• Maintains diligent monitoring of the fire, emergency and security alarms. Takes appropriate action to address any breeches.  Reports any breeches promptly to Coordinator of Security Services and/or emergency agency services as needed.  
• Maintains and operates telephone answering equipment.  Provides telephone overhead paging during emergency codes.  Provides accurate and appropriate information to patients, visitors and staff.  Provides telephone overhead paging services for physicians and staff during emergency situations. Takes action to address any maintenance issues.  Reports any maintenance issues promptly to Coordinator of Security Services and Director of Information Technology.
• Supports departmental/organizational goals and problem solving initiates as a fully engaged team member.
• Other duties as assigned.
• Quality and Patient Safety:
• Ensures a safe environment for patients, visitors and staff members.
• Demonstrates knowledge, practice and accountability for compliance with the TJC National Patient safety Goals within scope of practice.
• Detects, reports and takes action to avoid or correct safety risks and violations.
• Reports adverse events and near misses to appropriate management authority.
• Provides meal relief and assistance for peers with assigned duties.
• Cost Effectiveness:
• Demonstrates effective priority-setting and time management skills.
• Employs practices that improve efficiency and reduces cost.
• Replenishes appropriate forms and office supplies.
• Collaborates on opportunities to improve the deliver process of patient mail upon discharge.
• Education and Research:
• Assumes responsibility for maintaining competency and knowledge base related to role.
• Actively participates in the orientation/mentorship of new colleagues.
• Enhances professional growth and development through participation in educational programs and in-service meetings.
• Identifies and addresses learning needs of one-self.
• Models excellence in customer service behaviors.  Identifies and acts on opportunities to respond to customer requirements.  Take action to prevent customer complaints.
• Initiates and participates in service recovery process and provides customer with appropriate individual for said complaint.   
• Demonstrates skills necessary to provide care and/or interact in a manner that is appropriate to the age, culture, ethnicity, spirituality and individual diagnostic needs of persons served.
• Maintains confidentiality of patient information (HIPPA).
• Uses hand off communication to convey appropriate mailing and patient information.
• Provides an inclusive environment for peers and team members.
• Provides performance feedback requested within peer review.
• Voices difference in opinion professionally through appropriate channels
• Maintains diligent monitoring of postage meter.  Maintains security and integrity of all mail packages. Sorts and distributes mail to appropriate area of destination. Takes appropriate action to address any postage related issues.  Provides accurate and concise records regarding postage and special handling of mail. Reports any issues promptly to Coordinator of Security Services.
• Maintains diligent monitoring of the fire, emergency and security alarms. Takes appropriate action to address any breeches.  Reports any breeches promptly to Coordinator of Security Services and/or emergency agency services as needed.  
• Maintains and operates telephone answering equipment.  Provides telephone overhead paging during emergency codes.  Provides accurate and appropriate information to patients, visitors and staff.  Provides telephone overhead paging services for physicians and staff during emergency situations. Takes action to address any maintenance issues.  Reports any maintenance issues promptly to Coordinator of Security Services and Director of Information Technology.
• Supports departmental/organizational goals and problem solving initiates as a fully engaged team member.
• Other duties as assigned.
• Ensures a safe environment for patients, visitors and staff members.
• Demonstrates knowledge, practice and accountability for compliance with the TJC National Patient safety Goals within scope of practice.
• Detects, reports and takes action to avoid or correct safety risks and violations.
• Reports adverse events and near misses to appropriate management authority.
• Provides meal relief and assistance for peers with assigned duties.
• Demonstrates effective priority-setting and time management skills.
• Employs practices that improve efficiency and reduces cost.
• Replenishes appropriate forms and office supplies.
• Collaborates on opportunities to improve the deliver process of patient mail upon discharge.
• Assumes responsibility for maintaining competency and knowledge base related to role.
• Actively participates in the orientation/mentorship of new colleagues.
• Enhances professional growth and development through participation in educational programs and in-service meetings.
• Identifies and addresses learning needs of one-self.

Qualifications

Education & Experience

• Completion of a high school level of course work with attainment of a high school diploma or possession of a State High School Equivalency Certificate (GED) is required.
• One (1) year experience as a Telephone Operator, Receptionist, or related position providing information to the public, answering phones or providing related clerical support is required.

Knowledge, Skills and Abilities

• Proficient knowledge of operating a telephone switchboard, customer service skills, as well as effective alphanumeric filing skills for providing mail service.
• Ability to follow department protocol when answering phones, and the ability to speak calmly and clearly at all times.
• Highly effective verbal communication skills are essential to communicate with the public, patients, and the Medical System staff in this highly visible customer service position.
• Highly effective interpersonal skills are required to work with the public and staff, and ability to pay close attention to detail to relay accurate messages of significant importance, and process the mail accurately.
• Central answering telephone equipment operation. 
• Emergency response system ( RRT/Code) activation.
• Safety Net System activation.
• Infections Control- Standard Precautions
• Highly effective verbal communication skills including courtesy, resourcefulness and efficiency in answering questions, giving directions, locating staff and explaining hospital/departmental policies and procedures are necessary.  Verbal communication skills may include communicating with an interdisciplinary team, patients, and families.  Effective writing skills are also required in order to take messages and maintain miscellaneous records, receipts, reports and logs.

Additional Information

• All your information will be kept confidential according to EEO guidelines.
• Compensation:
• Pay Range: $17.00-$22.47
• Other Compensation (if applicable): n/a
• Review the 2025-2026 UMMS Benefits Guide

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