Communication Operator, UofL Health Hospital, PRN

Address530 South Jackson Street Louisville, KY 40202ShiftFirst Shift (United States of America)Job Description SummaryAbout UofL Health:UofL Health is a fully integrated regional academic health system with five hospitals, four medical centers, nearly 200 physician practicelocations, more than 700 providers, the Frazier Rehab Institute and Brown Cancer Center.With more than 12,000 team members—physicians, surgeons, nurses, pharmacists and other highly skilled health care professionals—UofLHealth is focused on one mission: delivering patient-centered care to each and every patient each and every day.Job DescriptionPosition Summary and PurposeThe 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 acomfortable and positive experience to all callers who need assistance or information and that immediate needs and concerns areaddressed appropriately for every caller.The Communication Operator is expected to assist all patient’s, visitors, fellow employees, physicians and medical staff in a professionalmanner and provides a multitude of information as needed regarding on call hospital staff and physicians, assist with location ofappointments, facilities information, paging Physicians for other departmental staff and patient’s, outside facilities, etc. The Communicationsoperator 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 thehospital when providing service. The Communications Operator has a positive demeanor and conveys UofL Health’s commitment to serviceexcellence 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 uppage 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 mannerOther 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 assignedAdditional Job DescriptionJob 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 CompetencyKnowledge, Skills, and Abilities critical to this role: Displays service excellence – responsive, informs constituents of process, pleasant to work with, educates and provides timely, accurateinformation 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 vendorsthrough 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 proceduresLanguage Ability Must be able to communicate effectively in both verbal and written formats Must be comfortable with regular telephone usage and telephone etiquetteReasoning Ability Able to think through a variety of complex situations, determine possible solutions and implement the best optionComputer 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 neededAdditional 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 broaderhealth care communityUofL Health Core ExpectationAt UofL Health, we expect all our employees to live the values of honesty, integrity and compassion and demonstrate these values in theirinteractions 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