Communications Center Call Representative II

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. 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.

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. Obtain all necessary information as defined by protocols for each emergency response team. 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.
• Answering Service: Provide after hours answering service support to all VCU Health’s ambulatory clinic locations. Determine caller needs and manage calls appropriately while practicing STAR Values. Actions include confirming and cancelling appointments in the VCU Health scheduling system (Epic), paging the appropriate emergency on call physician per the web based on call schedule, providing general clinic information (contact information, directions, etc.), and appropriate documentation for all calls. Connect callers encountering life-threatening emergencies to local 911 dispatch. Maintain a 95% answering service documentation rate and an average call rating of 90% or better per monthly call reviews.
• Telepage Services: Appropriately page VCU Health physicians, advanced practitioners, technicians, and leaders as needed by internal and external customers using a safety-first approach and STAR Values. Utilize the VCU Health web based on call schedule to determine appropriate team members to page and adjust the on-call schedule as requested. Proficiency in Spok Smart Console required for paging, assigning pager coverage, and activating/deactivating pagers. Proficiency in Spok Smart Center Oracle Database required to manage team members’ inclusion/removal from emergency notification and mass notification paging groups. Maintain an average call rating of 90% or better per monthly call reviews.
• General Information: Provide general information and assistance to patients, VCU Health team members, non-VCU Health practitioners, and the general public. Forward callers to clinics, departments, or nursing units; verify appointments via Epic; provide directions or contact information; communicate general information about VCU Health services. Update patient listings in Spok Smart Console, including legal names for XZ patients and status of no-information patients. Protect HIPAA protected information at all times. Maintain an average call rating of 90% or better per monthly call reviews.
• Service Response Center Back Up: Provide backup caller support to the VCU Health Service Response Center (SRC). Obtain information needed by SRC to generate tickets for appropriate Support Services Teams while practicing STAR Values. Communicate information directly to SRC team members to minimize service delays. Maintain an average call rating of 90% or better per monthly call reviews.
• Knowledge of VCU Health: Display knowledge of VCU Health facilities, services, medical terminology, and informational resources. Communicate time sensitive information (clinic closings, traffic disruptions, changes in service locations or contact information) to team members and leadership to ensure all are informed and application data is updated.
• Teamwork & Flex Hours: Work collaboratively to identify problem areas and provide solutions, especially relating to patient safety. All Communications Center team members are designated essential staff. Rotate holidays and weekends; report to work during inclement weather or disaster incidents. Be flexible with schedule to ensure continuity of staffing, including short- or long-term shift reassignment or overtime to maintain minimum safe staffing.
• Miscellaneous Responsibilities: Perform other duties as assigned; participate in special projects; assist team members; accept alternate assignments graciously; assist in mentoring and training new team members.

Requirements

• Education: High School Diploma or equivalent.
• Experience: Minimum of two (2) years’ experience in customer service with direct interaction via telephone, email, text, fax, pager, or other communications devices. Minimum of two (2) years’ experience using a personal computer and typing 45+ words per minute. Previous experience with a variety of software applications including word processing, spreadsheets, database, e-mail, etc.
• Knowledge, Skills & Abilities:
  • Ability to perform daily activities with minimal supervision; function in a self-directed manner.
  • Escalate issues involving policy violations, sensitive conflicts, or unusual situations to immediate supervisor immediately.
  • Answer incoming phone lines, route calls appropriately, and document information as required.
  • Prioritize incoming emergency communications calls and dispatch emergency response teams appropriately, including required post-call documentation.
  • Communicate and coordinate via telephone and pager with physicians and other VCU Health personnel.
• Additional Position Requirements: Schedules, including shift rotations and hours, may be adjusted to meet unit requirements and ensure patient safety. Required to work every other weekend and rotating holiday hours.

Qualifications

• Preferred Education: Completion of some college coursework; 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 Dispatch