Communication Services Specialist III

Overview

As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, diversity, integrity, quality and trust that are integral to our mission. EO/AA

This position provides excellent customer-focused service by handling inbound telephone calls, providing accurate and detailed messaging services, and utilizing Epic to respond to patient inquiries. The incumbent navigates the customer through the system utilizing provided resources. This position makes a difference for customers by maximizing efficiency by ensuring the accuracy of the information flow between different staff and departments. This position utilizes department provided emergency training to assist Telecom Dispatchers with emergency response protocol to both medical and non-medical emergencies. This position is responsible for acting as a liaison for both inpatients and staff to address non-medical requests for Support Services. This position has no responsibility for providing care to patients.

Corporate Overview: The University of Utah is a Level 1 Trauma Center and is nationally ranked and recognized for our academic research, quality standards and overall patient experience. Our five hospitals and eleven clinics provide excellence in our comprehensive services, medical advancement, and overall patient outcomes.

Responsibilities

• Provides excellent customer service by resolving concerns and responding to inquiries in a professional and engaging manner.

• Coordinates services provided to customers according to policies and procedures, and provides customer education as needed.

• Maintains excellent schedule adherence and productivity standards.

• Handles customer contacts in a timely and efficient manner. Customer contacts include patient and staff transfers, provider messaging, inquiries, complaints and feedback calls.

• Participates in weekly learning components and ongoing training opportunities.

• Performs other administrative or clerical duties and projects as assigned.

• Communicates with patients in a confidential, professional manner using tact and diplomacy when paging on call providers for medical concerns.

• Responds to telephone calls, email and personnel requests for Real Estate Administration.

• Acts as a liaison for inpatient non-medical needs by responding to all requests on the patient help desk line, notifying appropriate teams for resolution and documenting the request.

• Acts as a liaison for staff by responding to requests with multiple support service departments, including entering work orders into the CMMS system.

• Operates as a specialized answering service, providing telephone and paging support for specific hospital departments and clinics. This includes, but is not limited to, Transfer Center, Medallion and Jazz Service Connect, Specialty Pharmacy, and Utah Telehealth Network.

• Assist the Telecom Dispatcher by efficiently processing emergency calls and dispatching emergency teams effectively.

• Assists the Telecom Dispatcher with testing and documentation of elevator phones, emergency radios, fire drills, hospital codes, and other emergency drills.

• Assists hospital staff with Smart Web education and troubleshoots Smart Web issues.

Knowledge / Skills / Abilities

• Ability to provide excellent customer service and a willingness to go above and beyond to meet the needs of the customer.

• Demonstrated excellence in verbal and written communications.

• Ability to verbalize empathy.

• Demonstrated excellent listening skills that enable appropriate responses to customer requests.

• Demonstrated computer literacy, including a working knowledge of Microsoft Office applications.

• Ability to type at least 40 WPM.

• Ability to assimilate data from various sources.

• Demonstrated knowledge and ability to apply the processes, activities, and tools associated with managing customer requests.

• Ability to maintain a professional demeanor and high productivity in stressful or difficult situations.

• Ability to prioritize and multi task in a fast paced environment.

• Ability to utilize Epic to assist patients when appropriate and understanding HIPAA regulations to ensure patient information is guarded and respected.

Qualifications

Qualifications

Required

• One year of communications, medical clinic experience, or customer service (including retail, security, and other customer facing positions).

• Three months of experience in the University of Utah Health Telecommunications Department.

Qualifications (Preferred)

Preferred

• Experience with Outlook.

• Experience with Epic.

Working Conditions and Physical Demands

Employee must be able to meet the following requirements with or without an accommodation.

• This is a sedentary position in an office setting that may exert up to 10 pounds and may lift, carry, push, pull or otherwise move objects. This position involves sitting most of the time and is not exposed to adverse environmental conditions.

Physical Requirements

Carrying, Climbing, Color Determination, Far Vision, Lifting, Listening, Manual Dexterity, Near Vision, Non Indicated, Pulling and/or Pushing, Reaching, Sitting, Speaking, Standing, Stooping and Crouching, Walking