Communications Center Coordinator 2

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):

601 Elmwood Ave, Rochester, New York, United States of America, 14642

Opening:

Worker Subtype:

Regular

Time Type:

Time as Reported / Per Diem

Scheduled Weekly Hours:

As Scheduled

Department:

500184 Communications Center

Work Shift:

UR - Rotating (United States of America)

Range:

UR URCB 204 H

Compensation Range:

$18.71 - $25.27

Responsibilities:

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. Participate in weekend on-call responsibilities to ensure coverage of all weekend shifts. Has direct patient contact when replacing patient phone equipment. Handles all emergency alarms and codes for critical patient care issues, including Adult Codes, Pediatric Codes, Stroke Codes, Rapid Response Teams, Adult Trauma, Pediatric Trauma, Adult DART (Difficult Airway) Codes, Pediatric DART Codes etc., and makes emergency pages via pager groups and overhead announcements. Receives telephone calls and processes pages for physician and hospital staff members. Receives telephone calls and processes patient information and clinical directory assistance. Acts as after-hours answering service as contracted. Participate in on-call change responsibilities as needed to assure 24/7 coverage. Troubleshoot and program pager accounts and group pager listings.

SCHEDULE

• 11:00 am - 7:30 pm every Saturday

ESSENTIAL FUNCTIONS

Handle incoming patient information requests - using complex thinking and problem-solving skills; independently answer, triage and route phone calls related to patient information.

• Handles incoming patient information requests using complex thinking and problem-solving skills.
• Answers, triages, and routes phone calls related to paging requests and patient information. Answers a large volume of incoming calls, using expert knowledge to respond to individual patient needs, while responding to specific protocols of medical departments.
• Monitors emergency STAT line and reacts immediately to incoming alarms.
• Guides caller to calmly provide detailed information for emergency and its location.
• Accurately pages out STAT page to correct group pager and clearly states the location and specific issue with an overhead page.
• Navigates difficult requests for patients with restricted visitor access.
• Informs callers of SMH policy and independently determines appropriate next steps based on individual situations.
• Handles sensitive patient information in accordance with HIPAA standards.
• Utilizes independent judgment to determine when situations warrant escalation to Department Management, Administrator On-Call, Security, and/or Public Relations.
• Connects calls to patients, units, and hospital departments.
• 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, accurately gathering information specific to each department protocol.
• De-escalates situations involving dissatisfied customers, offering patient assistance and support.

Technical Knowledge and Ability

• Monitors nurse call panel and responds immediately to incoming alarms.
• Quickly and accurately pages appropriate emergency response team through the paging system.
• Assists in training new Communications Center staff in job functions, hospital protocols, departmental protocols, and communications center policies and procedures.
• Assists staff by providing over-the-phone guidance in use of the automated page system.
• Places emergency medical tones and overhead pages via appropriate devices.
• Performs disaster and emergency procedures and protocols.
• Updates 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.
• Provides specialized telephone equipment for inpatients with special needs.
• Troubleshoots equipment problems, files problem report, and makes necessary contacts for resolution.
• Researches and resolves paging issues which may impact or delay patient care.

Data Entry

• Completes fast and accurate keyboard data entry.
• Processes pages as directed on a computer-based paging system.
• Updates patient status and conditions.
•  Makes on-call schedule changes in the paging database and updates departmental hard copies.
• Verifies and updates patient status for the patient census/directory.

Other duties as assigned.

MINIMUM EDUCATION & EXPERIENCE

• 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.

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to work as a team required
• Proficiency with Microsoft office computer skills required
• Strong communications, listening and customer service skills required
• Ability to handle a large volume of calls and work under pressure required
• Excellent interpersonal skills required
• Ability to expedite incoming calls to adhere to department phone statistical expectations required

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture 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 characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.