GENERAL PURPOSE:Handles all emergency alarms and codes for critical patient care issues, including Adult Codes, Pediatric Codes, Stroke Codes, Rapid Response Teams, Adult Trauma, Pediatric Trauma, Adult DART (Difficult Airway) Codes, Pediatric DART Codes etc., and makes emergency pages via pager groups and overhead announcements. Receives telephone calls and processes pages for physician and hospital staff members. Receives telephone calls and processes patient information and clinical directory assistance. Acts as after-hours answering service as contracted. Participate in on-call change responsibilities as needed to assure 24/7 coverage. Troubleshoot and program pager accounts and group pager listings.RESPONSIBILITIES:Handle incoming Communications Center requests- 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.
Independently 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.
Monitor emergency STAT line and react immediate to incoming alarms. This included all codes (Adult codes, Pediatric codes, Stroke codes, Rapid Response Team, Adult Trauma codes, Pediatric Trauma codes, Adult DART, Pediatric DART). Guide caller to calmly provide detailed information for emergency and its location.
Accurately page out STAT and Code pages to correct group or code pager account, and clearly state location and specific issue with an overhead page when appropriate, per protocol.
Accurately and efficiently update on-call schedules upon request after hours in computer-based system, and assures schedule flows to Smart Web.
Utilizing independent judgment, determines when situations warrant escalation to Department Management, Administrator On-Call, Security and/or Public Relations.
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 within URMC accurately gathering information specific to each department protocol.
Handle incoming patient information requests -using complex thinking and problem-solving skills, independently answer, triage and route phone calls related to patient information.
Independently 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.
Expertly 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.
Handles sensitive patient information in accordance with HIPAA standards.
Has limited direct patient contact with all age levels.
Connects calls to patients, units, and hospital departments as appropriate, utilizing established protocol.
De-escalate situations involving dissatisfied customers, offering patient assistance and support.
Technical Knowledge and Ability
Monitors nurse call panels and responds immediately to incoming alarms. Quickly and accurately page appropriate emergency response team through the paging system.
Maintain full working knowledge of all hospital codes. Quickly and accurately pages appropriate code through console and overhead per protocol.
Assists in training new Communications Center staff in job functions, hospital protocols, departmental, Communications Center policies and procedures.
Places emergency medical tones and overhead pages via appropriate devices.
Assists staff by providing over the phone guidance in use of Smart Web paging and on-call system.
Performs disaster and emergency procedures and protocols.
Provide input to department leadership on office procedures/protocols in paging system, resource books and manuals.
Converts computerized automated systems to back-up system as needed during downtime and makes necessary notifications.
Provided as necessary, specialized telephone equipment or iPad for inpatients with special needs.
Research and troubleshoot paging, on-call task, or coverage issues, escalating to department leadership for programming changes as necessary.
Triage computer equipment or system problems, initiates service request per protocol to initiate resolution.
Programming Ability & CSO Responsibilities
Triage pager or Spok account listings issues as necessary to identify and resolve issues.
Add, edit, delete any staff or function pager account listings as needed.
Maintain group pager listings, editing members as requested/instructed, assuring accurate pager and/or cellular referral in place.
Obtain coverage for call schedules if schedule is not loaded in paging system to assure continuity of patient care.
Program on call schedule changes in QGenda and assure flow to Spok and web paging.
Add/edit/delete QGenda resources as necessary to update on-call schedule.
Daily review of CSO mailbox and completes requests as necessary.
Daily reports of census delivered to each station.
Maintain and order supplies on a routine basis.
Daily mail distribution.
Retrieve and triage incoming faxes.
Manage printer supplies and daily operation.
Data Entry
Fast and accurate keyboard data entry.
Processes pages as directed on computer-based paging system.
Process pager status and referral changes as requested.
Verifies and update patient status (NI, NB) for the patient census/directory.
Verifies patient information, including patient status, location and deceased patient status in Epic prior to Spok call processing to assure accuracy of information.
Other duties as assigned.QUALIFICATIONS:
High School Diploma required
Communications or Business Degree preferred
2-5 years hospital and/or call center and/ or customer service experience or equivalent combination of education and experience preferred
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 and the ability to work with a diverse population 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 a culture of equity, diversity, and inclusion 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 status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.How To ApplyAll applicants must apply online.EOE Minorities/Females/Protected Veterans/DisabledPay RangePay Range: $19.08 - $25.77 HourlyThe 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.Apply for Job
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Location: Strong Memorial Hospital
Full/Part Time: Full-Time
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