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As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):

601 Elmwood Ave, Rochester, New York, United States of America, 14642

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

500184 Communications Center

Work Shift:

UR - Rotating (United States of America)

Range:

UR URCC 204 H

Compensation Range:

$19.08 - $25.77

_The 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._

Responsibilities:

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. Participate in weekend on-call responsibilities to assure coverage of all weekend shifts. Has direct patient contact when replacing patient phone equipment. Supports Communication Center Supervisor by performing CSO duties.

ESSENTIAL FUNCTIONS

**Handle incoming patient information requests** -using complex thinking and problem-solving skills, independently answer, triage and route phone calls related to paging, on-call schedules, pager status, pager referral, codes, stat/critical issues, and patient information

+ Independently answers large volume of incoming calls, using expert knowledge to respond to individual patient needs while responding to specific protocols of medical departments.

+ Monitor emergency STAT line and react immediate to incoming alarm. 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 page to correct group pager and clearly state location and specific issue with an overhead page per protocol.

+ 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

+ Utilizing independent judgment, determines when situations warrant escalation to Department Management, Administrator On-Call, Security and/or Public Relations.

+ Has limited direct patient contact with all age levels.

+ Connects calls to patients, units, and hospital departments.

+ 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

+ De-escalate situations involving dissatisfied customers, offering patient assistance and support

Technical Knowledge and Ability

+ Monitors nurse call panel and respond immediately to incoming alarms. Quickly and accurately page appropriate emergency response team through the paging system.

+ Assists in training new Communications Center staff in job functions, hospital protocols, departmental, Communications Center policies and procedures.

+ Assists staff by providing over the phone guidance in use of automated page system.

+ Places emergency medical tones and overhead pages via appropriate devices.

+ Performs disaster and emergency procedures and protocols.

+ Updates 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.

+ Installs specialized telephone equipment for inpatients with special needs.

+ Troubleshoots equipment problems, files problem report and makes necessary contacts for resolution.

+ Researches and resolves paging issues which may impact or delay patient care.

+ Research and troubleshoot paging or on-call task, or coverage issues, escalating to department leadership for programming changes as necessary.

Data Entry

+ Fast and accurate keyboard data entry

+ Processes pages as directed on computer-based paging system.

+ Updates patient status and conditions.

+ Processes pager status and referral changes as requested.

+ Verifies and update patient status (NI,NB) for the patient census/directory

CSO Responsibilities

+ Troubleshoots equipment problems, files problem report and makes necessary contacts for resolution.

+ Escalates service requests with ISD for call processing, paging, or on-call systems as necessary.

+ Monitoring monthly on call schedules to ensure back up and department staff are loading schedules monthly.

+ Obtaining coverage for on call schedules if schedule is not loaded in paging system

+ Maintain pager group members as instructed/requested, assuring accurate pager or cellular referral in place.

+ Triaging pager problem calls to determine and resolve issues

+ Program on call schedule changes in paging system

+ Adding/deleting new or departing staff in paging system

+ Adding/removing resources to on call schedules in paging system

+ Update pager account information in paging system.

+ Daily review of CSO mailbox and completes requests from departments

+ Daily reports of census delivered to each station

+ Maintaining and ordering supplies

+ Distributing mail

+ Retrieving and triaging incoming faxes

+ Ensure department printers are loaded with paper and maintained with ink cartridges

Other duties as assigned

MINIMUM EDUCATION & EXPERIENCE

+ 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

KNOWLEDGE, SKILLS AND ABILITIES

+ 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 an inclusive and welcoming culture 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 characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.

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Learn. Discover. Heal. Create.

Located in western New York, Rochester is our namesake and our home. One of the world’s leading research universities, Rochester has a long tradition of breaking boundaries—always pushing and questioning, learning and unlearning. We transform ideas into enterprises that create value and make the world ever better.

If you’re looking for a career in higher education or health care, the University of Rochester may offer the perfect opportunity for your background and goals

At the University of Rochester, we are committed to fostering, cultivating, and preserving an inclusive and welcoming culture and are united by a strong commitment to be ever better—Meliora. It is an ideal that informs our shared mission to ensure all members of our community feel safe, respected, included, and valued.