Job Description

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.

Job Location (Full Address):

601 Elmwood Ave, Rochester, New York, United States of America, 14642

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

500184 Communications Center

Work Shift:

UR - Evening (United States of America)

Range:

UR URCC 204 H

Compensation Range:

$19.72 - $26.62

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.

Responsibilities:

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. Participates in weekend on-call responsibilities to ensure coverage of all weekend shifts. Has direct patient contact when replacing patient phone equipment. Monitors staff schedules and performs duties to support department leadership.

ESSENTIAL FUNCTIONS

• Answers, triages, and routes phone calls related to paging requests and patient information.
• Answers large volume of incoming calls, using expert knowledge to respond to individual patient needs while responding to specific protocols of medical departments. Monitors emergency STAT line and react immediately to incoming alarm. Guides caller to calmly provide detailed information for emergency and its location.
• Accurately pages out STAT page to correct group pager and clearly states location and specific issue with an overhead page.
• Navigates difficult requests for patients with restricted visitor access (NI/NB status). Informs callers of SMH policy and determines appropriate next steps based on individual situation.
• Handles sensitive patient information in accordance with HIPAA standards. Determines when situations warrant escalation to Department Management, Administrator On-Call, Security and/or Public Relations. 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, accurately gathering information specific to each department protocol. De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Monitors nurse call panel and respond immediately to incoming alarms. Quickly and accurately pages 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. Provides 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.
• Convert 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.
• Research and resolves paging issues which may impact or delay patient care.
• Completes 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.

MINIMUM EDUCATION & EXPERIENCE

• Associate's degree 2 years of customer service or related experience required
• Or equivalent combination of education and experience

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 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 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.