Communication Representative II

About the role

The Communication Representative II is responsible for handling hospital communication systems, including switchboard operations, call routing, paging, and emergency response communications, ensuring efficient and accurate information flow. The role coordinates with multiple departments, relays critical information, and ensures effective communication for patients, visitors, and staff. It supports daily telecommunications operations, maintains accurate documentation, and assists in disaster response and recovery efforts.

Responsibilities

• Operate phone and messaging software systems with strong customer‑service focus.
• Prioritize and expedite calls, contacting the appropriate person by any means until the message is delivered or cancelled, and always close the loop for end users.
• Answer all incoming assistance requests—from notifying physicians or providers to contacting maintenance for power situations.
• Apply problem‑solving and conflict‑resolution skills; notify lead/charge, record problems or complaints, and contact a supervisor if unable to resolve.
• Demonstrate initiative to improve quality and exceed customer expectations.
• Support departmental teamwork by balancing individual and team responsibilities, being open to others’ views, giving and welcoming feedback, contributing to positive team goals, and prioritizing team success.
• Perform on‑call or emergency duties as needed, including missions for disaster response and recovery within the UPH‑DM Hospital Emergency Incident Command System, and handle multiple tasks during critical situations.
• Adhere to UnityPoint Health values, policies, safety guidelines, and regulatory standards (HIPAA, DIA, DNV, OSHA); maintain required licenses/certifications; complete annual education and competency requirements; and stay knowledgeable of compliance requirements for Medicare, Medicaid, and other federally funded programs.

Qualifications

• High school diploma or equivalent.
• Fluent reading, writing, and speaking ability in English, with good spelling and grammar.
• Customer service experience is helpful but not required.
• Equal Opportunity Employer – M/F/V/D.

Benefits

• Paid time off and parental leave.
• 401(k) matching.
• Employee recognition program.
• Dental and health insurance.
• Paid holidays.
• Short‑ and long‑term disability coverage.
• Pet insurance.
• Early access to earned wages with Daily Pay.
• Tuition reimbursement.
• Adoption assistance.

Schedule

• 2nd shift with every other weekend work.
• Full‑time (1.0 FTE) – hours per pay period as scheduled.
• Department: Message Center.