Communications Call Center Rep II

VCU Health•Richmond, VA

5d•$16 - $24•Onsite

About The Position

To provide excellent customer service to all VCU Health customers, potential customers and team members. All calls will be customer centered with a focus on patient and team member safety. Essential duties of the position include, but are not limited to: dispatch of all VCU Health emergency response teams, answering service functions for all VCU Health ancillary clinics, paging of VCU Health physicians and other on call team members and general information regarding patients, team members and services provided by VCU Health. Demonstrates compliance with all local, state and federal laws and regulations, including The Joint Commission standards, HIPAA, and VCU Health policies and procedures.

Requirements

High School Diploma or equivalent
Minimum of two (2) years’ experience in customer service which may include direct interaction with customers in person or via telephone, email, text message, fax, pager and other communications devices
Minimum of two (2) years’ experience using a person 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 coordination via telephone and pager with physicians and other VCU Health personnel
Other internal and external communication as required
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 course work
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 VCU Health’s Responding to Medical Emergencies policy. Obtain all necessary information as defined by protocols for the specific emergency response teams. Additional protocols may include contacting outside resources (Richmond 911, VCU Police, etc.), utilizing third party platforms (fire alarm monitoring system), overhead announcements, confirmation phone calls to on call providers and any electronic documentation necessary for regulatory tracing. 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 the needs of the caller and manage the call appropriately while practicing STAR Values with all callers. Appropriate actions include, but are not limited to, confirming and cancelling appointments in the VCU Health scheduling system (Epic), paging the appropriate emergency on call physician for the clinic or service as determined by the web based on call schedule, providing general clinic information (contact information, directions, etc.) and appropriate documentation for all calls received. In the event a caller is encountering a life-threatening emergency, connect callers to their local 911 dispatch center to ensure the dispatch of emergency medical services or other necessary emergency response to the patient’s location. Complete these duties with a 95% answering service documentation rate and maintain an average call rating of 90% or better.
Appropriately page VCU Health physicians, advanced practitioners, technicians and leaders as needed by both internal and external customers while utilizing a safety-first approach and practicing STAR Values at all times. Be proficient in utilizing the VCU Health web based on call schedule to both determine the appropriate team members to page and to adjust the on-call schedule as requested by callers. Proficiency in the use of Spok Smart Console is required to perform duties to include, but not limited to, paging VCU Health team members, assigning pager coverage and activating or deactivating pagers. Be proficient in utilizing the Spok Smart Center Oracle Database to manage team members’ inclusion and removal from emergency notification and mass notification 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. Assistance provided includes, but is not limited to, forwarding callers to clinics, departments or nursing units within the VCU Health network, verifying appointments utilizing the VCU Health scheduling platform (Epic), providing directions or contact information to callers and communicating general information about services provided by VCU Health. Update listings for patients in the Spok Smart Console application, as needed, to include legal name for patients registered under computer generated name identifiers (XZ patients) and the status of patients identified as no information patients. Perform these duties while 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 the information needed by the SRC to generate a ticket for the appropriate Support Services Team while practicing STAR Values with all callers. Communicate information directly to SRC team members to minimize any delays in service to VCU Health patients and team members. Maintain an average call rating of 90% or better.
Display knowledge of VCU Health facilities, services provided, medical terminology and informational resources available to both team members and patients through the performance of job duties. Communicate time sensitive information (clinic closings, traffic disruptions, changes in service locations or contact information) to team members and department leadership to ensure all team members are informed and application data is updated.
Work collaboratively to both identify problem areas and provide solutions, especially as they may relate to patient safety. As designated essential staff, rotate holidays and weekends and report to work as scheduled during inclement weather or disaster incidents. Be flexible with schedule to ensure continuity of staffing, which may include short- or long-term shift reassignment or overtime to ensure minimum safe staffing needed to continue to provide services.
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, as required, graciously. Assist in mentoring and training new team members.