Communications Ctr Coord II

p style="text-align:inherit"/pp style="text-align:left"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./pp style="text-align:inherit"/pp style="text-align:left"ubJob Location (Full Address):/b/u/pp style="text-align:inherit"/p601 Elmwood Ave, Rochester, New York, United States of America, 14642p style="text-align:inherit"/pp style="text-align:left"ubOpening:/b/u/pp style="text-align:inherit"/pp style="text-align:left"Worker Subtype:/pRegularp style="text-align:inherit"/pp style="text-align:left"Time Type:/pTime as Reported / Per Diemp style="text-align:inherit"/pp style="text-align:left"Scheduled Weekly Hours:/pp style="text-align:left"As Scheduled/pp style="text-align:inherit"/pp style="text-align:left"Department:/p500184 Communications Centerp style="text-align:inherit"/pp style="text-align:left"Work Shift:/pUR - Evening (United States of America)p style="text-align:inherit"/pp style="text-align:left"Range:/pUR URCB 204 Hp style="text-align:inherit"/pp style="text-align:left"Compensation Range:/p$18.71 - $25.27p style="text-align:inherit"/pdivdivdivdivdivdivdivp style="text-align:left"iThe referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job#39;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./i/p/div/div/div/div/div/div/divp style="text-align:inherit"/pp style="text-align:inherit"/pp style="text-align:left"ubResponsibilities:/b/u/pp style="text-align:inherit"/pGENERAL PURPOSE:brReceives 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.p style="text-align:inherit"/pp style="text-align:inherit"/ppbESSENTIAL FUNCTIONS/b/ppbuHandle incoming Communications Center requests/u/b - 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./pulliIndependently 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./liliMonitor 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./liliAccurately and efficiently update on-call schedules upon request after hours in computer-based system, and assures schedule flows to Smart Web./liliUtilizing independent judgment, determines when situations warrant escalation to Department Management, Administrator On-Call, Security and/or Public Relations./lilispanAccurately and efficiently uses appropriate business systems and/or software to navigate, interpret and analyze, report, troubleshoot, record information and documents problem resolutions./span/liliProvides after-hours answering service for multiple departments within URMC accurately gathering information specific to each department protocol./li/ulp/ppbuHandle incoming patient information requests/u/b - using complex thinking and problem-solving skills, independently answer, triage and route phone calls related to patient information./pulliIndependently 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./liliExpertly 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./liliHandles sensitive patient information in accordance with HIPAA standards./liliHas limited direct patient contact with all age levels./liliConnects calls to patients, units, and hospital departments as appropriate./liliDe-escalate situations involving dissatisfied customers, offering patient assistance and support./li/ulp/ppbuTechnical Knowledge and Ability/u/b/pulliMonitors nurse call panels and responds immediately to incoming alarms. Quickly and accurately page appropriate emergency response team through the paging system./liliMaintain full working knowledge of all hospital codes.  Quickly and accurately pages appropriate code through console and overhead per protocol./liliAssists in training new Communications Center staff in job functions, hospital protocols, departmental, Communications Center policies and procedures./liliPlaces emergency medical tones and overhead pages via appropriate devices./liliAssists staff by providing over the phone guidance in use of Smart Web paging and on-call system./liliPerforms disaster and emergency procedures and protocols./liliProvide input to department leadership on office procedures/protocols in paging system, resource books and manuals./liliConverts computerized automated systems to back up system as needed during downtime and makes necessary notifications./liliProvided as necessary, specialized telephone equipment for inpatients with special needs./liliTroubleshoots equipment or system problems, initiates service request per protocol to initiate resolution./liliResearch and troubleshoot paging, on-call task, or coverage issues, escalating to department leadership for programming changes as necessary./li/ulp/ppbuData Entry/u/b/pulliFast and accurate keyboard data entry./liliProcesses pages as directed on computer-based paging system./liliUpdates patient status and conditions per protocol/liliMakes on-call schedule changes in paging database and assures accurate flow to Smart Web./liliVerifies and update patient status (NI, NB) for the patient census/directory./liliVerifies deceased patient status as necessary to assure flow from Epic to Spok Console./li/ulp/ppOther duties as assigned./pp/ppbQUALIFICATIONS/b/pulliHigh School Diploma required./liliCommunications or Business Degree preferred./lili2-5 years hospital and/or call center and/ or customer service experience or equivalent combination of education and experience preferred./liliAbility to work as a team required./liliProficiency with Microsoft office computer skills required./liliStrong communications, listening, and customer service skills required./liliAbility to handle a large volume of calls and work under pressure required./liliExcellent interpersonal skills and the ability to work with a diverse population required./liliAbility to expedite incoming calls to adhere to department phone statistical expectations required./li/ulp/ppThe 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./p