Communications Call Center Rep - Rotating Days & Evenings

About this 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.

Essential Job   Statements  

Emergency Communications   

Will 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.)   W hile 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 team s .   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 more than one (1) error per quarter.   

Answering Service  

Provides after   hours   answering service support to   all   VCU Health’s ambulatory clinic locations.  Team members will   be responsible for   determining   the needs of the caller and managing the call appropriately while practicing STAR Values with all callers.  Appropriate actions to be taken by team members will include, but are not limited to, confirming and cancelling appointments in the VCU Health scheduling system (Epic), paging of the appropriate emergency on call physician for the clinic or service as determined by the web based on call schedule, providing general clinic information (contact information, directions, etc.) and   appropriate documentation for all calls received.  In the event a caller is   encountering   a   life-threatening   emergency, team members will connect callers to their local 911 dispatch center to ensure the dispatch of emergency medical services or other necessary emergency response to the patient’s location.  All team members are expected to complete these duties with a 95% answering service documentation rate.  Team members are also expected to   maintain   an average call rating of 90% or better as   determined   through monthly call reviews performed by department leadership.   

Telepage   Services   

Appropriately pages VCU Health physicians, advanced practitioners, technicians and leaders as needed by both internal and external customers while utilizing a   safety-first   approach and practicing STAR Values at all times.     Team members will be proficient in   utilizing   the VCU Health web based on call schedule to both   determine   the   appropriate team   members to page and to   adjust   the   on-call   schedule as requested by callers.   Proficiency   in the use of Spok Smart Console   is required to   perform duties to include, but not limited to, paging VCU Health team members, assigning pager coverage and activating or deactivating pagers. Team members will also be proficient in   utilizing   the Spok Smart Center Oracle Database to manage team members’ inclusion and removal from emergency notification and mass notification paging groups.  Team members are expected to   maintain   an average call rating of 90% or better as   determined   through monthly call reviews performed by department leadership.   

General Information   

Provides general information and   assistance   to patients, VCU Health team members, non-VCU Health   practitioners   and the   general public .   Assistance   provided will include, but is not limited to,   forwarding   callers to clinics,   departments   or nursing units within the VCU Health network, verifying appointments   utilizing   the VCU Health scheduling platform (Epic), providing directions or contact information to callers and communicating general information about services provided by VCU Health.  Team members will update listings for patients in the Spok Smart Console application, as needed, to include legal name for patients registered under computer generated name identifiers (X Z   patients) and the status of patients identified as no information patients.   Team members will perform these duties while ensuring HIPAA protected information is protected at all times.    Team members are expected to   maintain   an average call rating of 90% or better as   determined   through monthly call reviews performed by department leadership.   

Service Response Center Back Up   

Provide s   backup caller support to the VCU Health Service Response Center (SRC).  Team members will obtain the information needed by the SRC to generate a ticket for the   appropriate Support   Services Team while practicing STAR Values with all callers.  Information will be communicated directly to SRC team members to minimize any delays in service to VCU Health patients and team members.  Team members are expected to   maintain   an average call rating of 90% or better as   determined   through monthly call reviews performed by department leadership.   

Knowledge of VCU Health   

Displays knowledge of VCU Health facilities, services provided, medical terminology and informational resources available to both team members and patients through the performance of job duties.  Communicat

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