Acadia Hospital Operator - Behavioral Hlth Resource Ctr

The compensation range listed reflects the range Northern Light Health anticipates relying on in setting the wages for the position. The range may not necessarily include all additional compensation elements available, such as differentials, incentive programs and benefits. Northern Light Acadia Hospital Department: Behavioral Hlth Resource Ctr Position is located: Acadia Work Type: Full Time Hours Per Week: 36.00 Work

7:00 AM to 7:00 PM Salary Range : $18.00 - $20.80 Exempt: No

The Hospital Operator is responsible for greeting all people contacting the organization in person or by telephone. The Operator protects client confidentiality while answering inquiries and processing visitors and phone calls. He/she triages calls appropriately based on the information provided by the caller, and transfers calls to the appropriate departments or individuals within the hospital.

He/she provides limited information offered by the Xtend system, to the public about Northern Light Health programs and other community resources. He/she provides after-hours back up to the Access Center and other departments including Registration, Ambulatory Clinic and the Narcotic Treatment Program. He/she is responsible for all code calls, Versus emergency staff assistance system, maintenance alarms, service logs and keys, and activities in the front lobby of the hospital.

He/she monitors all locked doors via the computerized security system and acts as the front line representative of Northern Light Health Hospital/ Healthcare. The work environment is generally active, with multiple tasks occurring simultaneously, regular exposure to emotionally laden and confidential information, and may be psychologically stressful. The work setting is an office, hospital, and outpatient clinic, with frequent encounters with patients, family members, and staff.

Equipment used includes computers, fax machines, telephones, security equipment, alarm systems, photocopiers, and ITV equipment. Perform any duties and/or responsibilities assigned by Manager or Supervisor for which qualified.

• Understands the mission of the Organization and familiarizes self with the facilities policies, procedures, and Inter Departmental Directives (IDD). Answers the phone appropriately, before the third ring 95% of the time, identifying the Organization and themselves while maintaining consistently patient, sincere, clear tone, while establishing a good rapport with all departmental, hospital and community personnel. 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 use of email, currents and reviewing posted documentation. Takes initiative to seek and offer support during times of short staffing, unanticipated events or priority work request evidenced by employee feedback, examples by employee, or observation by Supervisor. Takes a proactive and independent role in conflict resolution involving peers, supervisors, and hospital staff. Continuously and promptly communicates with supervisor with any unresolved conflicts affecting departmental or Individual productivity. Acts 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. Acts as a mentor to all peers, hospital, and community contacts in facilitating the delivery of care and information. Attends regular supervision as assigned by supervisor for ongoing direction and clarification of personal and departmental objectives. Receives, places, and transfers all incoming calls using appropriate telephone etiquette for confidentiality and HIPPA guidelines, to appropriate departments per protocol. Actively participates in training of new staff. Treats colleagues with respect and understanding for the job they are performing. Other Information: Competencies and Skills Demonstrates Adaptability: Learns quickly when facing a new problem or unfamiliar task; is flexible in their approach with changing priorities and ambiguity. Manages change effectively and does not give up during adversity. Capable of changing one's behavioral style and/or views in order to attain a goal. Absorbs new information readily and puts it into practice effectively. Demonstrates Emotional Intelligence: Exhibits a high level of self-awareness, self-management, other awareness and relationship management. Conducts themselves in an empathic, appropriate way, with a sense of humor and stimulates a collaborative work environment. Is respectful of the attitudes, feelings, or circumstances of others and aware of the influence of their own behavior on them. Is aware of relevant social, political, system, and professional trends and developments and uses this information for the organization's benefit. Effectively Communicates: Listens, speaks and writes appropriately, using clear language. Communication methods are fitting to the message(s), audience, and situation and follow-ups are regular and timely. Shows that important (non-) verbal information is absorbed and understood and asks further questions to clarify when necessary. Expresses ideas and views clearly to others and has ability to adjust use of language to the audiences' level. Provides Patient
• Centered Care: Demonstrates understanding of patient care quality and service as organizational priority. Proactively supports change to improve patient experience and results. Exhibits the ability and willingness to find out what the patient wants and needs and to act accordingly, taking the organizational and outside resources into account. Cooperates, collaborates, communicates, and integrates care within and between teams to ensure that care is continuous and reliable. Serves Others: Strives to understand, meet and exceed the expectations and requirements of internal and external customers which may include the people and communities in our service areas. Develops and maintains relationships, alliances and coalitions within and outside the organization and leverages them in order to obtain information, support, and promote cooperation and collaboration. Behaves with Integrity and Builds Trust: Acts consistently in line with the core values, commitments and rules of conduct. Leads by example and tells the truth. Does what they say they will, when and how they say they will, or communicates an alternate plan. Cultivates Respect: Treats others fairly, embraces and values differences, and contributes to a culture of belonging, empowerment, and cooperation. Fosters Accountability: Creates and participates in a work environment where people hold themselves and others accountable for processes, results and behaviors. Takes appropriate ownership not only of successes but also mistakes and works to correct them in a timely manner. Demonstrates understanding that we all work as a team and the quality and timeliness of work impacts everyone involved. Practices Compassion: Exhibits genuine care for people and is available and ready to help; displays a deep awareness of and strong willingness to relieve the suffering of others. Education Required High School Diploma/General Educational Development (GED) Working Conditions Potential exposure to abusive and/or aggressive people. Work with computers, typing, reading or writing. Extend body and limbs to reach items. Prolonged periods of sitting. Prolonged periods of standing. Prolonged periods of walking. Northern Light Acadia Hospital is regional psychiatric hospital in Bangor, Maine, providing acute mental health care and telehealth psychiatry across the state. As the behavioral health member of Northern Light Health, Acadia Hospital offers specialized care through programs like Behavioral Home Health, integrated behavioral health in primary care settings, and a geriatric Mood and Memory clinic that participates in clinical trials for new Alzheimer’s treatments. Northern Light Acadia Healthcare, a subsidiary of the hospital, delivers outpatient services including substance use disorder treatment and case management. Through these programs, we serve patients from every part of Maine. We are a member of Northern Light Health, an integrated statewide health delivery system that is raising the bar with no-nonsense solutions that are leading the way to a healthier future for our state . Northern Light Health offers a broad range of services, including nine hospitals, primary care and specialty physician practices, long-term care, home health and hospice agencies, and emergency ground and air transport. Bangor, Maine is a vibrant small city with easy access to Maine’s spectacular coast, mountains, and lakes. Schools rank among New England’s best with the flagship campus of the University of Maine located in the neighboring town of Orono. Bangor serves as the regional hub for medicine, the arts, and commerce. Bangor International Airport offers direct and one-stop service to most major destinations. Questions? Contact Talent Acquisition: phone: 207
• 973
• 7100 email: talentacquisition@northernlight.org Bangor, Maine, Behavioral Health, Mental Health, Addiction, Adult and Ped