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This position is Benefit eligible; click here for an overview of available benefits.
This position is covered by the NP-2 Bargaining Unit; click here to review the current NP-2 Contract.
This position is in salary group TC-14; click here to review the current TC Pay Plan
Excellence, Teamwork, Leadership and Innovation. These are the values that define UConn Health, and we are looking for team members that share these same values. Our top-rated organization is looking for a full-time UConn Health Communications Operator to join the Call Center in the UConn Medical Group. This position is located in Farmington, CT in a 24/7 operating facility.
PURPOSE OF JOB CLASS (NATURE OF WORK)
At the University of Connecticut Health Center this class is accountable for independently providing a communications link between hospital physicians, health care providers, patients and the public.
SUPERVISION RECEIVED
Works under the general supervision of a UConn Health Lead Communications Operator or other employee of higher grade.
EXAMPLES OF DUTIES
- Conducts all personal interactions with tact, courtesy and respect
- Utilizes the telecommunication system or computer-aided dispatch system to respond and direct all incoming calls to appropriate source, including communications with physicians, hospital staff and providers according to departmental policies and procedures
- Evaluates emergency or non-emergency situations, prioritizes and takes appropriate action including interpreting and relaying information to physicians, hospital staff and providers
- Responds to emergency call-line and takes appropriate action to activate any medical emergency code/alert by utilizing hospital paging and telephone system to alert responders, hospital physicians, clinicians and other hospital staff to code and provides individual follow up when necessary
Activates rapid response teams by utilizing hospital paging and telephone system to alert hospital physicians, clinicians and other hospital staff to codes and provides individual follow-up when necessary
- Utilizes on-call schedule through Lightning Bolt and alerts departments and supervisors of any discrepancies and makes necessary changes in an emergency
- Monitors climate control alarm systems and makes contact with assigned personnel as necessary
- Advises supervisor on all unusual or emergency incidents
- Logs communications received during shift and maintains records
- Obtains patient information to verify accuracy of system data including physicians and other hospital providers
- Answers telephone inquiries and provides general information
- Connects caller with outside interpreter service when needed
- May serve as a mentor to less seasoned operators
- Performs related duties as required.
- Serves as a central answering point for all incoming calls to the hospital campus and associated facilities
KNOWLEDGE, SKILL AND ABILITY
Knowledge of agency policies and procedures; desk console electronic telephone system and procedures;
customer service principles and practices;medical terminology; interpersonal skills; oral and written communication skills; Ability to exercise discretion in handling confidential information;interact successfully with the public; speak clearly and distinctly in accordance with acceptable English usage;maintainpersonal composure in high stress situations; exercise independent judgement;maintain records; utilize computer software.
MINIMUM QUALIFICATIONS - GENERAL EXPERIENCE
Previous experience in emergency services, hospital answering service or hospital call center or other full-time medical experience is preferred.
MINIMUM QUALIFICATIONS - SUBSTITUTIONS ALLOWED
One (1) year of experience providing regular periodic telecommunications coverage in a state agency that provides medical/hospital services may be substituted for the General Experience.
WORKING CONDITIONS
Incumbents in this class may be required to work in tiring positions performing repetitious and
monotonous tasks for extended periods of time.
PREFERRED QUALIFICATIONS
Experience in a medical setting as an operator
Experience with medical emergency code activation/alert in a hospital setting
SCHEDULE:
Flexibility needed and availability to work all shifts.
Why UConn Health
UConn Health is a vibrant, integrated academic medical center that is entering an era of unprecedented growth in all three areas of its mission: academics, research, and clinical care. A commitment to human health and well-being has been of utmost importance to UConn Health since the founding of the University of Connecticut schools of Medicine and Dental Medicine in 1961. Based on a strong foundation of groundbreaking research, first-rate education, and quality clinical care, we have expanded our medical missions over the decades. In just over 50 years, UConn Health has evolved to encompass more research endeavors, to provide more ways to access our superior care, and to innovate both practical medicine and our methods of educating the practitioners of tomorrow.
