Communications Ctr Coord III

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.

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RESPONSIBILITIES

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, utilizing established protocol.
• 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 or iPad for inpatients with special needs.
• Research and troubleshoot paging, on-call task, or coverage issues, escalating to department leadership for programming changes as necessary.
• Triage computer equipment or system problems, initiates service request per protocol to initiate resolution.

Programming Ability & CSO Responsibilities

• Triage pager or Spok account listings issues as necessary to identify and resolve issues.
• Add, edit, delete any staff or function pager account listings as needed.
• Maintain group pager listings, editing members as requested/instructed, assuring accurate pager and/or cellular referral in place.
• Obtain coverage for call schedules if schedule is not loaded in paging system to assure continuity of patient care.
• Program on call schedule changes in QGenda and assure flow to Spok and web paging.
• Add/edit/delete QGenda resources as necessary to update on-call schedule.
• Daily review of CSO mailbox and completes requests as necessary.
• Daily reports of census delivered to each station.
• Maintain and order supplies on a routine basis.
• Daily mail distribution.
• Retrieve and triage incoming faxes.
• Manage printer supplies and daily operation.

Data Entry

• Fast and accurate keyboard data entry.
• Processes pages as directed on computer-based paging system.
• Process pager status and referral changes as requested.
• Verifies and update patient status (NI, NB) for the patient census/directory.
• Verifies patient information, including patient status, location and deceased patient status in Epic prior to Spok call processing to assure accuracy of information.

Other duties as assigned.

EDUCATION AND EXPERIENCE

• High School Diploma required
• Communications or Business Degree
• 2-5 years hospital and/or call center and/ or customer service experience or equivalent combination of education and experience. Preferred

KNOWLEDGE, SKILLS & 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 and the ability to work with a diverse population. 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 Classes). 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.