System Communications

DescriptionA Brief Overview

The System Communications & Information Operator works in a call center environment, where all the work is done by phone and computer with internal and external customers across the University Hospitals (UH) Health System. This position serves as a compassionate, trusted, and able resource for anyone seeking care or services at UH by intently understanding each person's unique need in order to efficiently and effectively match them with available resources and services across the UH system. The System Communications & Information Operator will handle multiple calls and requests, responding quickly and professionally. In addition, the System Communications & Information Operator will handle UH hospital requests for overhead paging, ensuring appropriate and accurate notifications for each situation to ensure the highest levels of patient care. This position requires critical thinking, problem-solving, active listening, and heightened professionalism to appropriately resolve each call while creating a relationship that supports the UH brand.

What You Will Do

• Answers and screens all internal and external calls to the main hospital number and accurately directs them in a prompt and courteous manner to the appropriate resource; prioritizes calls based on urgency and severity, ensuring that the most critical situations receive immediate attention.
• Gathers information from callers for emergency situations, including the nature of the emergency, location, and any specific details required. Directs callers and communicates with emergency teams, providing them with necessary information via overhead paging. Handles audio and overhead paging for hospitals throughout the entire UH system.
• Provides instructions to callers on how to handle the situation until responders arrive, as needed.
• Collaborates with other regional communication centers and agencies to ensure a unified and coordinated response.
• Provides daily maintenance service for the paging system and maintains a knowledge of the UH on-call system.
• Enters and manages call information in the computer system; accesses relevant information from the computer system.
• Maintains detailed records of calls, including the nature of the emergency, location, date, time, and actions taken.
• Ensures that every individual who calls UH experiences the highest level of customer and personalized service by engaging with all callers in a professional and personable manner, as a representative of the UH Health System.
• Creates a sense of care for the patient/guest through active listening and excellent communication and demonstrates the highest level of customer service through courtesy and concern.
• Handles and manages a wide variety of patient inquiries regarding physicians, services, and logistics to ensure access to care with maximum throughput and minimal delay.
• Functions as an integrated team member and works collaboratively with other staff and providers across the UH Health System to improve patient experience and departmental efficiency.
• Appropriately escalates issues to leadership for support when needed and quickly and seamlessly meets and recovers any service delivery issues.

Additional Responsibilities

• Performs other duties as assigned.
• Complies with all policies and standards.
• For specific duties and responsibilities, refer to documentation provided by the department during orientation.
• Must abide by all requirements to safely and securely maintain Protected Health Information (PHI) for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.

QualificationsEducation

• High School Equivalent / GED (Required)

Work Experience

• 1+ years of customer service-related experience or office experience (Required) or
• Associates or Bachelors degree will be accepted in lieu of 1 year work experience (Required) and
• Knowledge of medical terminology (Preferred)

Knowledge, Skills, & Abilities

• Excellent customer service skills and ability to use good judgment. (Required proficiency)
• Excellent verbal communication skills. (Required proficiency)
• Excellent listening skills. (Required proficiency)
• Strong interpersonal skills. (Required proficiency)
• Able to adhere to structured call center metrics in a closely monitored, fast-paced environment. (Required proficiency)
• Able to function independently and as a team player. (Required proficiency)
• Professional demeanor. (Required proficiency)
• Ability to maintain confidentiality. (Required proficiency)
• Proven good work and attendance record. (Required proficiency)
• Ability to work under high-pressure situations while maintaining a calm demeanor. (Required proficiency)
• Ability to stay focused under pressure and make quick decisions. (Required proficiency)
• Knowledge of basic office equipment, such as: telephones, computer systems, and fax and copy machines (Required proficiency)
• Good spelling skills. (Preferred proficiency)
• Knowledge of phone and paging systems. (Preferred proficiency)

Physical Demands

• Standing Occasionally
• Walking Occasionally
• Sitting Constantly
• Lifting Rarely up to 20 lbs
• Carrying Rarely up to 20 lbs
• Pushing Rarely up to 20 lbs
• Pulling Rarely up to 20 lbs
• Climbing Rarely up to 20 lbs
• Balancing Rarely
• Stooping Rarely
• Kneeling Rarely
• Crouching Rarely
• Crawling Rarely
• Reaching Rarely
• Handling Occasionally
• Grasping Occasionally
• Feeling Rarely
• Talking Constantly
• Hearing Constantly
• Repetitive Motions Frequently
• Eye/Hand/Foot Coordination Frequently

Travel Requirements

• 10%