Communications Ctr Coord II

Rochester, NY

GENERAL PURPOSE:

Receives telephone calls and processes pages for physician and hospital staff members. Handles and makes emergency and informational overhead announcements. Receives telephone calls and processes patient information and clinical directory assistance. Acts as after-hours answering service as contracted. Participate in on-call responsibilities as needed to assure 24/7 coverage.

JOB DUTIES AND RESPONSIBILITIES:

Handle incoming Communications Center requests

Using complex thinking and problem-solving skills, independently answer, triage and process requests related to paging, on-call schedules, pager status, pager referral, codes, and stat/critical issues.

  • Independently answers large volume of calls related to paging, codes, stats, on-call, and clinical directory services, using expert knowledge to respond while following specific protocols and policies.

  • Monitor emergency STAT line and react immediate to incoming alarms. Guide caller to calmly provide detailed information for emergency and its location. Accurately page out STAT pages to correct group or code pager account, and clearly state location and specific issue with an overhead page per protocol.

  • Accurately and efficiently update on-call schedules upon request after hours in computer-based system, and assures schedule flows to Smart Web.

  • Utilizing independent judgment, determines when situations warrant escalation to Department Management, Administrator On-Call, Security and/or Public Relations.

  • Accurately and efficiently uses appropriate business systems and/or software to navigate, interpret and analyze, report, troubleshoot, record information and documents problem resolutions.

  • Provides after-hours answering service for multiple departments within URMC accurately gathering information specific to each department protocol.

Handle incoming patient information requests

Using complex thinking and problem-solving skills, independently answer, triage and route phone calls related to patient information.

  • Independently answers large volume of incoming calls, using expert knowledge to respond to individual patient and family needs while responding to specific protocols of medical departments.

  • Expertly navigate difficult requests for patients with restricted visitor access (NI/NB status). Inform callers of SMH policy and independently determine appropriate next steps based on individual situation.

  • Handles sensitive patient information in accordance with HIPAA standards.

  • Has limited direct patient contact with all age levels.

  • Connects calls to patients, units, and hospital departments as appropriate.

  • De-escalate situations involving dissatisfied customers, offering patient assistance and support.

Technical Knowledge and Ability

  • Monitors nurse call panels and responds immediately to incoming alarms. Quickly and accurately page appropriate emergency response team through the paging system.

  • Maintain full working knowledge of all hospital codes. Quickly and accurately pages appropriate code through console and overhead per protocol.

  • Assists in training new Communications Center staff in job functions, hospital protocols, departmental, Communications Center policies and procedures.

  • Places emergency medical tones and overhead pages via appropriate devices.

  • Assists staff by providing over the phone guidance in use of Smart Web paging and on-call system.

  • Performs disaster and emergency procedures and protocols.

  • Provide input to department leadership on office procedures/protocols in paging system, resource books and manuals.

  • Converts computerized automated systems to back up system as needed during downtime and makes necessary notifications.

  • Provided as necessary, specialized telephone equipment for inpatients with special needs.

  • Troubleshoots equipment or system problems, initiates service request per protocol to initiate resolution.

  • Research and troubleshoot paging, on-call task, or coverage issues, escalating to department leadership for programming changes as necessary.

Data Entry

  • Fast and accurate keyboard data entry.

  • Processes pages as directed on computer-based paging system.

  • Updates patient status and conditions per protocol

  • Makes on-call schedule changes in paging database and assures accurate flow to Smart Web.

  • Verifies and update patient status (NI, NB) for the patient census/directory.

  • Verifies deceased patient status as necessary to assure flow from Epic to Spok Console.

Other duties as assigned.

QUALIFICATIONS:

  • High School Diploma required

  • Communications or Business Degree preferred

  • 2-5 years hospital and/or call center and/ or customer service experience or equivalent combination of education and experience preferred

Required:

  • Ability to work as a team.

  • Proficiency with Microsoft office computer skills.

  • Strong communications, listening and customer service skills.

  • Ability to handle a large volume of calls and work under pressure.

  • Excellent interpersonal skills and the ability to work with a diverse population.

  • Ability to expedite incoming calls to adhere to department phone statistical expectations

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $18.52 - $25.01 Hourly

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

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Full/Part Time: Full-Time
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