To provide excellent customer service to all VCU Health customers, potential customers and team members. All calls will be customer centered with a focus on patient and team member safety. Essential duties of the position include, but are not limited to: dispatch of all VCU Health emergency response teams, answering service functions for all VCU Health ancillary clinics, paging of VCU Health physicians and other on call team members and general information regarding patients, team members and services provided by VCU Health. Demonstrates compliance with all local, state and federal laws and regulations, including The Joint Commission standards, HIPAA, and VCU Health policies and procedures.
Essential JobStatements
Emergency Communications
Will serve as dispatcher forallVCU Health’s emergency response teams including, but not limited to, all teams outlined in the VCU Health Emergency Operations Plans (Dr. Red,Hostageviolence Situationresponse, etc.) and VCU Health’s Responding to Medical Emergencies policy (Code Blue, Trauma Team Alerts, Medical Emergency Response Team,Seals Teametc.)While practicing safety first in all aspects of their duties. Team members will obtain all necessary information as defined by protocols for the specific emergency response teams Additionalprotocols for teams may include contacting outside resources (Richmond 911, VCU Police, etc.),utilizingthird party platforms (fire alarm monitoring system), overhead announcements, confirmation phone calls to on call providers and any electronic documentation necessary for regulatory tracing. Team members will perform these duties with no more than one (1) error per quarter.
Answering Service
Provides afterhoursanswering service support toallVCU Health’s ambulatory clinic locations. Team members willbe responsible fordeterminingthe needs of the caller and managing the call appropriately while practicing STAR Values with all callers. Appropriate actions to be taken by team members will include, but are not limited to, confirming and cancelling appointments in the VCU Health scheduling system (Epic), paging of the appropriate emergency on call physician for the clinic or service as determined by the web based on call schedule, providing general clinic information (contact information, directions, etc.) andappropriate documentation for all calls received. In the event a caller isencounteringalife-threateningemergency, team members will connect callers to their local 911 dispatch center to ensure the dispatch of emergency medical services or other necessary emergency response to the patient’s location. All team members are expected to complete these duties with a 95% answering service documentation rate. Team members are also expected tomaintainan average call rating of 90% or better asdeterminedthrough monthly call reviews performed by department leadership.
TelepageServices
Appropriately pages VCU Health physicians, advanced practitioners, technicians and leaders as needed by both internal and external customers while utilizing asafety-firstapproach and practicing STAR Values at all times. Team members will be proficient inutilizingthe VCU Health web based on call schedule to bothdeterminetheappropriate teammembers to page and toadjusttheon-callschedule as requested by callers. Proficiencyin the use of Spok Smart Consoleis required toperform duties to include, but not limited to, paging VCU Health team members, assigning pager coverage and activating or deactivating pagers. Team members will also be proficient inutilizingthe Spok Smart Center Oracle Database to manage team members’ inclusion and removal from emergency notification and mass notification paging groups. Team members are expected tomaintainan average call rating of 90% or better asdeterminedthrough monthly call reviews performed by department leadership.
General Information
Provides general information andassistanceto patients, VCU Health team members, non-VCU Healthpractitionersand thegeneral public Assistanceprovided will include, but is not limited to,forwardingcallers to clinics,departmentsor nursing units within the VCU Health network, verifying appointmentsutilizingthe VCU Health scheduling platform (Epic), providing directions or contact information to callers and communicating general information about services provided by VCU Health. Team members will update listings for patients in the Spok Smart Console application, as needed, to include legal name for patients registered under computer generated name identifiers (XZpatients) and the status of patients identified as no information patients. Team members will perform these duties while ensuring HIPAA protected information is protected at all times. Team members are expected tomaintainan average call rating of 90% or better asdeterminedthrough monthly call reviews performed by department leadership.
Service Response Center Back Up
Providesbackup caller support to the VCU Health Service Response Center (SRC). Team members will obtain the information needed by the SRC to generate a ticket for theappropriate SupportServices Team while practicing STAR Values with all callers. Information will be communicated directly to SRC team members to minimize any delays in service to VCU Health patients and team members. Team members are expected tomaintainan average call rating of 90% or better asdeterminedthrough monthly call reviews performed by department leadership.
Knowledge of VCU Health
Displays knowledge of VCU Health facilities, services provided, medical terminology and informational resources available to both team members and patients through the performance of job duties. Communicates time sensitive information (clinic closings, traffic disruptions, changes in service locations or contact information) to team members and department leadership to ensure all team members areinformedand application data is updated.
Teamwork & Flex Hours
As a critical service area supporting VCU Health and ensuring patient safety, team members are expected to work collaboratively to bothidentifyproblem areas and provide solutions, especially as they may relate to patient safety. All Communications Center team members aredesignatedas essential staff by VCU Health policy. As such, team members are expected torotateholidays and weekends and are also expected to report to work, as scheduled, during inclement weather or disaster incidents. Team members are expected to be flexible with schedule to ensure continuity of staffing. This may include short- or long-term shift reassignment or overtime to ensure minimum safe staffing needed to continue to provide services.
Miscellaneous Responsibilities
Performs other duties as assigned and/orparticipatesin special projects to support the mission of VCU Health and the Communications Center. Provides assistance toteam members.Acceptsalternate assignments, asrequired, graciously. Assistsin mentoring and training new team members.
Patient Population: N/A
Employment Qualifications
RequiredEducation: High School Diploma or equivalent
Preferred Education: Completion of some college course work, IDX, Epic or similar scheduling systems training . Experience with database software Experience with Cerner, Epic or similar electronic medical record system. Training as an Emergency Medical Dispatcher (EMD). Training as an Emergency Medical Technician (EMT)
Licensing/ Certification
Licensure/Certification Required: N/A
Licensure/CertificationPreferred: N/A
Minimum Qualifications
Yearsand TypeofRequiredExperience: Minimum of two (2)years’ experiencein customer service which may include direct interaction with customers in person or via telephone, email, text message, fax,pagerand other communications devices . Minimum of two (2)years’ experienceusing a person computer and typing 45+ words per minute. Previousexperience with a variety of software applications including word processing, spreadsheets, database, e-mail, etc.
Other Knowledge,Skillsand Abilities Required: Ability to perform daily activities with minimal supervision. Functions in a self-directed manner in the accomplishment of routine activities. Issues that involve violation of VCU Health policies and procedures, involve conflicts of a sensitive nature or that would be considered unusual in nature are to be brought to the attention of the immediate supervisorimmediately Answers incoming phone lines, routes calls appropriately and documents information as required. P rioritize incoming emergency communications calls and dispatch emergency response teams appropriately, to include required post call documentation. Communicate and coordination via telephone and pager with physicians and other VCU Health personnel. Other internal and external communication asrequired Additionalposition requirements: Schedules, including requirements of shift rotations and hours ofworkmay be adjusted as necessary to meet unit requirements and/or as needed to ensure patient safety. Representativesare required towork every other weekend andarescheduledrotatingholiday hours.
Other Knowledge,Skillsand AbilitiesPreferred: Previousexperience preferably in an active Call Center environment . Previouswork experience in a healthcare setting and knowledge of medical terminology. Previousexperience as an Emergency Medical Dispatcher/911 Dispatcher. Previousexperience as an Emergency Medical Technician.
Working Conditions: Periods of high stress and fluctuating workloads may occur. General office environment. Prolonged periods of working alone.
Physical Requirements
Physical Demands: Lifting/ Carrying (0-50 lbs.), Push/ Pull (0-50 lbs.), Stoop, Kneel, Squat
Work Position: Sitting, Walking, Standing
Additional Physical Requirements/ Hazards
Physical Requirements: Manual dexterity (eye/hand coordination), Perform shift work, Hear alarms/telephone/tape recorder, Repetitive arm/hand movements, Finger Dexterity
Hazards: Depth perception
Mental/Sensory – Emotional
Mental/Sensory: Strong Recall, Reasoning, Problem Solving, Hearing, Speak Clearly, Write Legibly, Reading, Logical Thinking, Other
Emotional : Fast pace environment, Steady Pace, Able to Handle Multiple Priorities, Frequent and Intense Customer Interactions, Noisy Environment, Able to Adapt to Frequent Change
Rotating
EEO Employer/Disabled/Protected Veteran
We are a strong, passionate team of more than 12,500 who take pride in caring for every person who comes through our doors. We lift each other up so we can provide the very best and safest care to those who need us most. Together. Every day.
With the support of our university, we make up an academic medical center committed to excellence in patient care, innovation and training tomorrow’s health care workforce. We continue to educate, research and evolve – staying on the cutting edge of care.
As a community of innovators, every team member can contribute a spark of ingenuity igniting a force to discover the next cure, hold the next hand, solve the greatest challenges and create the health care of tomorrow.
We foster an atmosphere of respect and welcoming for all communities. We infuse our teams with diverse talent that inspires everyone to contribute openly and freely, maximizing their impact and creating meaningful change for our patients and community.
Join our team and help us create a new kind of patient experience. Join VCU Health.
EEO Statement:
VCU Health System strictly prohibits and does not tolerate discrimination against, or harassment of, team members, applicants, or any other covered persons because of age, race, ethnicity, religion, culture, language, physical or mental disability, socioeconomic status, sex (sexual orientation, gender identity or expression and pregnancy), protected veteran status, marital status, genetic information, or any other protected characteristics under applicable federal, state, or local law.
Pay Transparency Provisions:
VCU Health System complies with the Pay Transparency Provisions.
