Communications Operator, University Hospital, 2:30p-11p

Communications Operator

The Communications Operator presents a pleasing, helpful, and courteous welcome to patients, families, physicians, visitors, co-workers, and all other internal and external customers of UofL Health. The purpose of the position is to make a positive impression to ensure a comfortable and positive experience to all callers who need assistance or information and that immediate needs and concerns are addressed appropriately for every caller.

The Communication Operator is expected to assist all patient's, visitors, fellow employees, physicians and medical staff in a professional manner and provides a multitude of information as needed regarding on call hospital staff and physicians, assist with location of appointments, facilities information, paging Physicians for other departmental staff and patient's, outside facilities, etc. The Communications Operator manages all emergency alerts that occur by ensuring all responders are notified of the type of code and the location. The Communications Operator exemplifies UofL Health customer service standards and follows established policies and procedures in the hospital when providing service. The Communications Operator has a positive demeanor and conveys UofL Health's commitment to service excellence for all customers that they encounter.

Essential Functions:

• Monitors hospital communications systems (e.g., Simplex Fire Alarm)
• Monitors various codes and alarms in the area
• Efficiently and effectively follows existing communications processes and procedures
• Communicates with internal and external customers, using basic medical terminology appropriately
• Pages physicians/staff and conducts overhead pages
• Coordinates and implements process for providing personnel with pagers (e.g., activating spare pagers, exchanging pagers, setting up page copy, etc.)
• Maintains, updates and delivers on-call schedules from approximately eighty services
• Continuously maintains changes and additions of multiple services that provide scheduling of Attendings, Residents, Interns and staff; and, provides updates to all necessary areas in a timely manner

Other Functions:

• Completes routine clerical duties
• Maintains compliance with all company policies, procedures and standards of conduct
• Complies with HIPAA privacy and security requirements to maintain confidentiality at all times
• Performs other duties as assigned

Job Requirements (Education, Experience, Licensure and Certification):

• Education: High School diploma or GED/equivalent (required)
• Experience: One (1) year of experience in a communications/operator role (required); Three to five (3-5) years of experience in a communications/operator role (preferred)

Job Competency: Knowledge, Skills, and Abilities critical to this role:

• Displays service excellence responsive, informs constituents of process, pleasant to work with, educates and provides timely, accurate information
• Remains organized manages time effectively, keeps tasks appropriately prioritized
• Displays flexibility able to change directions as needed for the good of the department or organization
• Strong Interpersonal skills can build effective, strong working relationships with employees, colleagues, management and vendors through trust, communication, and credibility
• Knowledge of multiline phone system, ACD and equipment
• Can operate all functions of TDD phone for the hearing impaired
• Can operate all functions of AT&T Language Line
• Understands functions of SMS, patient information and screen codes
• Ability to monitor and understand functions of Code/Alarm panels and Code procedures

Language Ability:

• Must be able to communicate effectively in both verbal and written formats
• Must be comfortable with regular telephone usage and telephone etiquette

Reasoning Ability:

• Able to think through a variety of complex situations, determine possible solutions and implement the best option

Computer Skills:

• Excellent computer skills are required
• Familiar with functions of Microsoft Word and Excel software
• Must have the capacity to learn other relevant systems and databases, as needed

Additional Responsibilities:

• Demonstrates a commitment to service, organization values and professionalism through appropriate conduct and demeanor at all times
• Maintains confidentiality and protects sensitive data at all times
• Adheres to organizational and department specific safety standards and guidelines
• Works collaboratively and supports efforts of team members
• Demonstrates exceptional customer service and interacts effectively with physicians, patients, residents, visitors, staff and the broader health care community

UofL Health Core Expectation: At UofL Health, we expect all our employees to live the values of honesty, integrity and compassion and demonstrate these values in their interactions with others and as they deliver excellent patient care by:

• Honoring and caring for the dignity of all persons in mind, body, and spirit
• Ensuring the highest quality of care for those we serve
• Working together as a team to achieve our goals
• Improving continuously by listening, and asking for and responding to feedback
• Seeking new and better ways to meet the needs of those we serve
• Using our resources wisely
• Understanding how each of our roles contributes to the success of UofL Health