Care Base Connection Specialist

Dignity Health•Phoenix, AZ

4d•Onsite

About The Position

This is an onsite position at our 3300 N 3rd Ave, Phoenix, AZ Care Base Command Center. This position performs customer facing administrative support duties for CommonSpirit Health, at the National Clinical Connection Center for multiple hospitals, clinics, and ancillary areas across the ministry. The Connection Specialist uses critical thinking skills to accurately and efficiently use the technology to identify the hospital the caller dialed, direct the caller to the correct location, and/or alert the correct clinical team of patient care interventions that may be needed.

Requirements

Knowledge of privacy and confidentiality standards
Knowledge of medical terminology
Telephone etiquette standards and the application of strong customer service skills
The ability to manage difficult caller situations and respond promptly to caller needs
Ability to adapt quickly to changing technology and/or work demands/delay
Medical and safety emergency response calls (code phone) proficiency - demonstrates an ability to answer the code phone utilizing designated scripting and proficiency in following procedures for all codes at each of the medical centers supported
Accurately responds to Aeroscout alerts - real-time and system testing
Working knowledge of the Current Health dashboard and escalation processes
Ability to follow proper channels of communication in handling routine and emergency phone calls
Follows established protocols/procedures
Awareness of and strives to improve department metrics
Demonstrates the ability to manage Emergent Fire and Life Safety Codes in an expeditious, calm, process-driven, and clearly spoken fashion
Responds to callers to ensure the correct location
Cultural Sensitivity and Competence: Demonstrates proper use of communication tools/materials for effective communication and understands how the culture(s) of patient populations can affect communication, collaboration, and the provision of care, treatment, and services
Patient Population Served: Demonstrates knowledge and proper skills associated with the department’s defined specific populations served
Able to adapt to rapid changes
2 years of customer service-related work experience demonstrating the requisite job knowledge skills/abilities
High School Graduate, upon hire or
High School GED, upon hire

Nice To Haves

Experience in a heavy phone service or call center environment
Experience in a hospital or healthcare environment
Medical Terminology

Responsibilities

Answering inbound phone calls for hospital callers, directing callers to the appropriate location
Promptly answering all medical and safety emergency response calls (code phone) for the hospitals and activates the associated emergency response teams using each facility's established protocols, and call trees
Conducts gathering and validating of patient information using routine methods
Accurately conveys patient information to clinical staff
Manages messages appropriately
Responds to remote patient monitoring alarms and promptly notifies the clinical team
Manages on-call provider paging and follow-up to ensure timely response
Answer all inbound calls in accordance with established procedures and metrics
Maintains Proficiency in the use of telecommunications hardware and software and PBX platform as well as multiple IT applications
Uses technology to handle inbound and outbound calls supporting multiple hospitals and services to ensure patient care needs are managed appropriately
Initiates response to “Emergency Fire Life Safety Codes” and Emergency Alarms transmitted from sites/locations
Makes emergency announcements according to hospital-based policies and creates and sends written information via multiple communication platforms for quick action
Monitors additional patient-centric platforms (e.g., Current Health) and alerts on-call staff as indicated
Monitors fire life safety platforms/devices and reacts accordingly
Participates with medical center staff in regular and ongoing testing of various devices (e.g., Aeroscout, Code blue, code red, parking lot alert stations, elevator panic buttons, etc.…). In the event, an alarm system is not functioning as anticipated, alert medical center personnel immediately