Communications Call Center Rep II
for section headings. Use - for any list of duties/requirements/benefits. Use
for prose.
We must preserve ALL substantive information; do not invent or summarize away detail. So we need to include all details from the posting, but we can format them as lists or paragraphs.
We must remove boilerplate like EEO, duplicated lines. Also remove "N/A" lines.
We need to be careful not to lose any specifics.
Let's extract sections.
**About the role** (maybe summary): "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."
Also maybe include the hours? But hours go under Schedule.
**Responsibilities**: list of essential duties:
- 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
- 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.
Then the detailed sub-sections: Emergency Communications, Answering Service, Telepage Services, General Information, Service Response Center Back Up, Knowledge of VCU Health, Teamwork & Flex Hours, Miscellaneous Responsibilities.
We could combine them under Responsibilities as a list, but we need to preserve detail. Could create subheadings? The instruction only says use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid additional headings, but says use for section headings (list). It might be okay to use only for those predefined headings; we could still use or
for subsections, but safer to stick to only those headings. However we need to preserve all substantive info; we can embed the detailed duties as paragraphs or lists under Responsibilities.
Thus under Responsibilities we can have a
with each major duty as - , and within each
- we can have further detail as
or nested
. That's acceptable.
**Requirements**: Required Education: High School Diploma or equivalent. Minimum Qualifications Years and Type of Required Experience: 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.
Also maybe "Required Education" is part of Requirements. Also "Licensure/Certification Required: N/A" we drop.
**Qualifications**: Preferred Education: 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). Also Licensure/Certification Preferred: N/A (drop). Also Other Knowledge, Skills and Abilities Preferred: list.
But we also have Other Knowledge, Skills and Abilities Required (list). That could go under Skills.
Thus:
- Skills: Other Knowledge, Skills and Abilities Required list.
- Qualifications: Preferred Education and Preferred Experience (including training). Also maybe "Other Knowledge, Skills and Abilities Preferred" list.
But we need to avoid duplication. Let's extract:
Required:
- Education: High School Diploma or equivalent.
- Experience: 2 years customer service.
- Experience: 2 years using PC, typing 45+ wpm.
- Experience: variety of software applications (word processing, spreadsheets, database, e-mail, etc.)
Preferred:
- Education: 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).
- Other Knowledge, Skills and Abilities Preferred:
- 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.
Also there is "Other Knowledge, Skills and Abilities Required":
- Ability to perform daily activities with minimal supervision.
- Functions in a self-directed manner in the accomplishment of routine activities.
- Issues that involve violation of VCU Health policies and procedures, involve conflicts of a sensitive nature or that would be considered unusual in nature are to be brought to the attention of the immediate supervisor immediately.
- 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.
- Additional position requirements: 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.
Note that some of these overlap with schedule and responsibilities. But we need to preserve them.
We could put the "Other Knowledge, Skills and Abilities Required" under Skills (as required skills). The schedule bits could go under Schedule section.
Thus:
Skills section: list of required KSAs (the bullet list). Also maybe include the "Additional position requirements" about schedule? But schedule already has its own section; we could still include schedule details there.
Pay: compensation range $16.08 - $24.12 Actual salary offers will be based on several key factors to include relevant work experience, credentials, and qualifications. Nights
Schedule: The hours are 10:00pm - 6:30am rotating weekends and holidays. Also from Additional position requirements: Representatives are required to work every other weekend and are scheduled rotating holiday hours. Also "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."
We should combine schedule info.
Now we need to output HTML fragment.
We must not include markdown fences.
Let's craft.
Structure:
About the role
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.
Responsibilities
- 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.
- Providing general information regarding patients, team members and services provided by VCU Health.
- Demonstrating compliance with all local, state and federal laws and regulations, including The Joint Commission standards, HIPAA, and VCU Health policies and procedures.
We could also include the detailed sub-duties as nested lists under each li, but maybe not required. However we must preserve ALL substantive information; the detailed sub-duties are substantive. So we need to include them.
Thus we could have each main duty as a - containing a
with details, or a nested
.
Let's do:
Responsibilities
-
Emergency Communications
Serve as dispatcher for all VCU Health’s emergency response teams including, but not limited to, all teams outlined in the VCU Health Emergency Operations Plans (Dr. Red, Hostage / violence Situation response, etc.) and VCU Health’s Responding to Medical Emergencies policy (Code Blue, Trauma Team Alerts, Medical Emergency Response Team, Seals Team etc.). While practicing safety first in all aspects of their duties. Team members will obtain all necessary information as defined by protocols for the specific emergency response teams. Additional protocols for teams 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. Team members will perform these duties with no
for prose. We must preserve ALL substantive information; do not invent or summarize away detail. So we need to include all details from the posting, but we can format them as lists or paragraphs. We must remove boilerplate like EEO, duplicated lines. Also remove "N/A" lines. We need to be careful not to lose any specifics. Let's extract sections. **About the role** (maybe summary): "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." Also maybe include the hours? But hours go under Schedule. **Responsibilities**: list of essential duties: - 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 - 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. Then the detailed sub-sections: Emergency Communications, Answering Service, Telepage Services, General Information, Service Response Center Back Up, Knowledge of VCU Health, Teamwork & Flex Hours, Miscellaneous Responsibilities. We could combine them under Responsibilities as a list, but we need to preserve detail. Could create subheadings? The instruction only says use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It doesn't forbid additional headings, but says use for section headings (list). It might be okay to use only for those predefined headings; we could still use or
only for those predefined headings; we could still use or
for subsections, but safer to stick to only those headings. However we need to preserve all substantive info; we can embed the detailed duties as paragraphs or lists under Responsibilities. Thus under Responsibilities we can have a
- with each major duty as
- , and within each
- we can have further detail as
or nested
- . That's acceptable.
**Requirements**: Required Education: High School Diploma or equivalent. Minimum Qualifications Years and Type of Required Experience: 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.
Also maybe "Required Education" is part of Requirements. Also "Licensure/Certification Required: N/A" we drop.
**Qualifications**: Preferred Education: 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). Also Licensure/Certification Preferred: N/A (drop). Also Other Knowledge, Skills and Abilities Preferred: list.
But we also have Other Knowledge, Skills and Abilities Required (list). That could go under Skills.
Thus:
- Skills: Other Knowledge, Skills and Abilities Required list.
- Qualifications: Preferred Education and Preferred Experience (including training). Also maybe "Other Knowledge, Skills and Abilities Preferred" list.
But we need to avoid duplication. Let's extract:
Required:
- Education: High School Diploma or equivalent.
- Experience: 2 years customer service.
- Experience: 2 years using PC, typing 45+ wpm.
- Experience: variety of software applications (word processing, spreadsheets, database, e-mail, etc.)
Preferred:
- Education: 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).
- Other Knowledge, Skills and Abilities Preferred:
- 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.
Also there is "Other Knowledge, Skills and Abilities Required":
- Ability to perform daily activities with minimal supervision.
- Functions in a self-directed manner in the accomplishment of routine activities.
- Issues that involve violation of VCU Health policies and procedures, involve conflicts of a sensitive nature or that would be considered unusual in nature are to be brought to the attention of the immediate supervisor immediately.
- 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.
- Additional position requirements: 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.
Note that some of these overlap with schedule and responsibilities. But we need to preserve them.
We could put the "Other Knowledge, Skills and Abilities Required" under Skills (as required skills). The schedule bits could go under Schedule section.
Thus:
Skills section: list of required KSAs (the bullet list). Also maybe include the "Additional position requirements" about schedule? But schedule already has its own section; we could still include schedule details there.
Pay: compensation range $16.08 - $24.12 Actual salary offers will be based on several key factors to include relevant work experience, credentials, and qualifications. Nights
Schedule: The hours are 10:00pm - 6:30am rotating weekends and holidays. Also from Additional position requirements: Representatives are required to work every other weekend and are scheduled rotating holiday hours. Also "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."
We should combine schedule info.
Now we need to output HTML fragment.
We must not include markdown fences.
Let's craft.
Structure:
- 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.
- Providing general information regarding patients, team members and services provided by VCU Health.
- Demonstrating compliance with all local, state and federal laws and regulations, including The Joint Commission standards, HIPAA, and VCU Health policies and procedures.
- containing a
with details, or a nested
- .
Let's do:
-
Emergency Communications
Serve as dispatcher for all VCU Health’s emergency response teams including, but not limited to, all teams outlined in the VCU Health Emergency Operations Plans (Dr. Red, Hostage / violence Situation response, etc.) and VCU Health’s Responding to Medical Emergencies policy (Code Blue, Trauma Team Alerts, Medical Emergency Response Team, Seals Team etc.). While practicing safety first in all aspects of their duties. Team members will obtain all necessary information as defined by protocols for the specific emergency response teams. Additional protocols for teams 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. Team members will perform these duties with no
Responsibilities
-
Emergency Communications
About the role
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.
Responsibilities