Communications Center Representative - University of Rochester

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. Participate in weekend on-call responsibilities to assure coverage of all weekend shifts. Has direct patient contact when replacing patient phone equipment. **JOB DUTIES AND RESPONSIBILITIES:** **Handle incoming patient information requests** Using complex thinking and problem-solving skills, independently answer, triage and route phone calls related to paging requests and patient information. + Independently answers large volume of incoming calls, using expert knowledge to respond to individual patient needs while responding to specific protocols of medical departments. + Monitor emergency STAT line and react immediate to incoming alarm. Guide caller to calmly provide detailed information for emergency and its location. Accurately page out STAT page to correct group pager and clearly state location and specific issue with an overhead page. + 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. + Utilizing independent judgment, determines when situations warrant escalation to Department Management, Administrator On-Call, Security and/or Public Relations. + Has limited direct patient contact with all age levels. + 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 within URMC accurately gathering information specific to each department protocol. + De-escalate 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 page appropriate emergency response team through the paging system. + Assists in training new Communications Center staff in job functions, hospital protocols, departmental, Communications Center policies and procedures. + Assists staff by providing over the phone guidance in use of 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. + Installs 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** + Fast and accurate keyboard data entry. + Processes pages as directed on computer based paging system. + Updates patient status and conditions. + Makes on-call schedule changes in paging database and updates departmental hard copies. + Verifies and update patient status (NI,NB) for the patient census/directory. 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: $ 15.38 - $ 21.54 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._ **Location:** Strong Memorial Hospital **Full/Part Time:** Full-Time **Opening:** Full Time 40 hours Grade 007 Communications Center **Schedule:** 2:30PM - 11PM