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   Current UPHS employees must apply HERE

Communications Specialist Call Center

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Job ID: 152431
Category: Customer Service/Patient Access
Work Type: FT
Location: Philadelphia, PA, United States
Date Posted: Sep 21, 2022
Work Schedule: WILL REQUIRE full or partial on site work

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Description

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

The Communications Specialist is part of a 24/7 Call Center that answers and processes calls for a variety of UPHS entities. Calls include the main number, "0" calls, codes and stats, and answering service calls/messages.

 

Accountabilities

· Answers and correctly processes incoming and outgoing calls for UPHS, including telephone calls to the hospital main number, page operator, physician answering service, internal “0” calls, code and stat lines for HUP and PPMC.

· Provides information to patients, families, the general public, and health care professionals with the aid of a computerized database, policies/procedures/guidelines, and other available resource materials. Provides rapid and professional response to all call inquiries.

· Processes and documents all code/stat/trauma/fire, internal and external disaster plan calls accurately and according to departmental procedure.

· Monitors and responds to all alarms located in Corporate Operator Services, notifying necessary personnel according to departmental procedure.

· Utilizes TDD phone for call processing with a hearing impaired customer.

· Accepts basic on call coverage changes and relays information to all operators. Transfers a call regarding complex changes to a Lead Communication Specialist.

· Documents appropriate database information in the “where-abouts” field of an Xtend profile and in the message board profile. Records all appropriate information either directly into Xtend or manually, as necessary.

· Demonstrates a thorough understanding of UPHS physician on call schedules. Correctly pages the appropriate physician on call on a 24/7 basis.

· Enters complete, detailed and easy to understand messages for physician answering service, overhead paging and meet me page lines in the Xtend system.

· Delivers all physician answering service messages to the on call physician within an appropriate time frame based on the clinical nature of the message.

· Processes and documents all code/stat/trauma/fire, internal and external disaster plan calls accurately and according to departmental procedure.

· Documents appropriate database information in the “where-abouts” field of an Xtend profile and in the message board profile.

· Records all appropriate information either directly into Xtend or manually, as necessary.

· Understands and operates all functions of their workstation, including stand alone functions.

· Understands and operates all back up and disaster recovery functions including: Xtend Failsafe Mode

· Emergency voice, digital and overhead paging systems

· Evacuation and disaster recovery procedures

· Disaster recovery location equipment in HUP and PPMC

· Serves as a preceptor to new employees utilizing the department orientation program guidelines.

· Communicates work methods and/or other information to coworkers and callers accurately, clearly and concisely.

• Explains work procedures and methods to others.

• Presents information accurately, clearly and concisely to ensure understanding.

• Listens carefully to others in order to respond appropriately, answers questions or obtains needed information.

· Customer Service Orientation

• Demonstrates courtesy and respect for all patients, families, the general public, employees and health care professionals.

• Anticipates customer concerns and needs by offering assistance as required.

• Responds promptly and follows through to meet customer needs as required.

• Preserves confidentiality, privacy and dignity of patients, visitors and employees according to hospital policy.

• Cooperates and demonstrates respect for all hospital services and personnel

• Utilizes LIA principles for every call.

• Ensures internal entity clients find Contact Center services supportive and cost effective.

• Ensures internal entity clients are aware of services offered.

• Reviews service standards annually.

• Ensures ease of access in obtaining a Communication Specialist in the Contact Center.

• Demonstrates an awareness of patient/employee safety and HIPAA compliance when carrying out daily responsibilities.

· Performs duties in accordance with Penn Medicine and entity values, policies, and procedures

· Other duties as assigned to support the unit, department, entity, and health system organization

 

Minimum Requirements

Required Education and Experience

· H.S. Diploma/GED is required

· 1+ years Customer Service experience is required

· Experience with telephone consoles and public contact is required

· Experience working in the University of Pennsylvania Health System is preferred

· Experience working in a health care setting is preferred


Required Skills and Abilities

· Demonstrated ability to deliver results on a timely basis

· Utilizes proper telephone etiquette

· Basic computer knowledge and skills


    As part of our COVID-19 response, this position may currently be offering partial or full remote work. However, in the near future this position will require full or partial on-site work.

    We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

    Live Your Life's Work

    We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.

       Current UPHS employees must apply HERE
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