Communications Call Center Rep II

VCU Health•Richmond, VA

3d•Onsite

About The Position

The Communications Call Center Rep II provides excellent customer service to all VCU Health customers, potential customers, and team members. All calls are customer-centered with a focus on patient and team member safety. Essential duties include dispatching VCU Health emergency response teams, handling answering service functions for VCU Health ancillary clinics, paging VCU Health physicians and on-call team members, and providing general information about patients, team members, and services. The role requires demonstrating compliance with all local, state, and federal laws and regulations, including The Joint Commission standards, HIPAA, and VCU Health policies and procedures. This position is designated as essential staff and requires flexibility with schedules, including rotating holidays and weekends, and reporting to work during inclement weather or disaster incidents. The role may involve short- or long-term shift reassignment or overtime to ensure minimum safe staffing levels.

Requirements

High School Diploma or equivalent
Minimum of two (2) years’ experience in customer service (direct interaction in person or via telephone, email, text message, fax, pager, and other communications devices)
Minimum of two (2) years’ experience using a personal computer and typing 45+ words per minute
Previous experience with a variety of software applications including word processing, spreadsheets, database, e-mail, etc.
Ability to perform daily activities with minimal supervision
Functions in a self-directed manner in the accomplishment of routine activities
Answers incoming phone lines, routes calls appropriately and documents information as required
Prioritize incoming emergency communications calls and dispatch emergency response teams appropriately, to include required post call documentation
Communicate and coordinate via telephone and pager with physicians and other VCU Health personnel
Other internal and external communication as needed
Schedules, including requirements of shift rotations and hours of work may be adjusted as necessary to meet unit requirements and/or as needed to ensure patient safety
Representatives are required to work every other weekend and are scheduled rotating holiday hours

Nice To Haves

Completion of some college coursework
IDX, Epic or similar scheduling systems training
Experience with database software
Experience with Cerner, Epic or similar electronic medical record system
Training as an Emergency Medical Dispatcher (EMD)
Training as an Emergency Medical Technician (EMT)
Previous experience preferably in an active Call Center environment
Previous work experience in a healthcare setting and knowledge of medical terminology
Previous experience as an Emergency Medical Dispatcher/911 Dispatcher
Previous experience as an Emergency Medical Technician

Responsibilities

Serve as dispatcher for all VCU Health’s emergency response teams, including those outlined in the VCU Health Emergency Operations Plans and Responding to Medical Emergencies policy. Obtain all necessary information as defined by protocols for specific emergency response teams, which may include contacting outside resources, utilizing third-party platforms, making overhead announcements, performing confirmation phone calls, and electronic documentation. Perform these duties with no more than one (1) error per quarter.
Provide after-hours answering service support to all VCU Health’s ambulatory clinic locations. Determine caller needs and manage calls appropriately while practicing STAR Values. Actions include confirming and canceling appointments in the VCU Health scheduling system (Epic), paging the appropriate emergency on-call physician, providing general clinic information, and appropriate documentation. In life-threatening emergencies, connect callers to their local 911 dispatch center. Maintain a 95% answering service documentation rate and an average call rating of 90% or better.
Appropriately page VCU Health physicians, advanced practitioners, technicians, and leaders as needed by internal and external customers, utilizing a safety-first approach and practicing STAR Values. Be proficient in utilizing the VCU Health web-based on-call schedule and the Spok Smart Console for paging, assigning pager coverage, and activating/deactivating pagers. Utilize the Spok Smart Center Oracle Database to manage team members’ inclusion and removal from paging groups. Maintain an average call rating of 90% or better.
Provide general information and assistance to patients, VCU Health team members, non-VCU Health practitioners, and the general public. This includes forwarding callers to clinics, departments, or nursing units, verifying appointments using the VCU Health scheduling platform (Epic), providing directions or contact information, and communicating general information about VCU Health services. Update listings for patients in the Spok Smart Console application as needed, ensuring HIPAA protected information is protected at all times. Maintain an average call rating of 90% or better.
Provide backup caller support to the VCU Health Service Response Center (SRC). Obtain information needed by the SRC to generate a ticket for the appropriate Support Services Team while practicing STAR Values. Communicate information directly to SRC team members. Maintain an average call rating of 90% or better.
Display knowledge of VCU Health facilities, services, medical terminology, and informational resources. Communicate time-sensitive information (clinic closings, traffic disruptions, changes in service locations or contact information) to team members and department leadership.
Work collaboratively to identify problem areas and provide solutions, especially as they relate to patient safety. Rotate holidays and weekends and report to work as scheduled during inclement weather or disaster incidents. Be flexible with schedules to ensure continuity of staffing, which may include shift reassignment or overtime.
Perform other duties as assigned and/or participate in special projects to support the mission of VCU Health and the Communications Center. Provide assistance to team members, accept alternate assignments graciously, and assist in mentoring and training new team members.