University of Maryland Medical System
Lead Communications Administrator, Evenings
University of Maryland Medical System, Baltimore, Maryland, United States, 21276
Company Description
Evenings, 2:30pm-11:00pm
THE MEDICAL HEART OF MARYLAND
Treating over 330,000 patients every year, the University of Maryland Medical Center is at the vital core of Maryland’s health care system and community. We’re known for our prestigious expertise in innovative research and education, along with the talented staff and advanced centers that make it all possible. The R Adams Cowley Shock Trauma Center, the world’s first center dedicated to trauma, treats more than 7,500 critically injured patients a year with an incredible 97 percent survival rate. We also have one of the nation’s largest kidney and pancreas transplant programs at The Joseph and Corinne Schwartz Division of Transplantation, home to Maryland’s first steroid‑free protocol and pancreas/kidney transplant. From our National Cancer Institute‑designated UM Marlene and Stewart Greenebaum Cancer Center to The University of Maryland’s Children’s Hospital, one of the largest pediatric centers in the state, we are dedicated to saving and transforming lives.
Job Description General Summary Under general supervision, using a customer service orientation provides support for security, safety and emergency management in accordance with The Joint Commission requirements. Receives requests for service and performs call center communication services for transport, emergency repairs, general operations and maintenance, environmental services, linen, safety and security alerts and construction requests. Investigates and communicates the status of the requests to the customer and provides administrative support for relevant departments to address outstanding issues. Provides multidisciplinary support for researching, collecting, and preparing data using spreadsheet applications and data management tools.
Responsible for conducting training, mentoring staff, assigning duties related to clinical emergency calls and producing daily shift reports for awareness and to help improve processes and performance. May also be asked to fill in for the supervisor when the supervisor is not available.
Principal Responsibilities
Receive, prioritize, and keep detailed records of all incoming requests for service and support during emergency and non‑emergency events, including life‑threatening situations.
Operate central telephone equipment by quickly answering incoming calls to support patients, staff and visitors for the Downtown and/or Midtown campuses.
Transfer calls or provide requested service according to departmental and support group policies and procedures.
Transmits requests via a multi‑line telephone console, multi‑channel radio dispatch computer system, fax, computer terminal(s), pagers, and public announcement and mass notification systems.
Monitor various fire, security, safety and medical emergency events by critical alarm systems/panels.
Activate overhead announcements and paging alerts according to policy and procedures. Contact affected department(s) to get specific information including location and nature of the emergency.
Ensure appropriate service and clinical support teams respond to emergency calls.
Perform daily test pages to ensure response teams are contacted during clinical emergencies.
Query patient information using designated applications and provide information to the public while ensuring compliance with HIPAA privacy and security regulations.
Participate and coordinate with the Safety and Environmental Health team to initiate quarterly fire drills as required by The Joint Commission.
Support and coordinate with Facilities/Operations/Maintenance during scheduled equipment functional checks in accordance with standard procedures.
Communicate critical infrastructure, maintenance, security and safety issues to appropriate leadership and all affected personnel with service status updates and reports.
Receive and promptly deliver messages with safety or medical urgency to residents, physicians, and patients according to procedure.
Provide telephone paging services for physicians and other designated personnel. Perform data entry of changes in department numbers, pager numbers, and medical/surgical schedules.
Process and maintain customer service requests and patient care support group data in various computer systems (e.g., work order management system, patient care food/medication data system).
Record issues, policy changes, facility emergencies and major disturbances in the work order management system with detailed, professional data.
Prepare documents, reports, charts, tables, graphs, meeting summaries, and other materials to support department projects and programs.
Support special projects and assignments, researching, analyzing, and monitoring activities or information as appropriate.
Plan and facilitate educational sessions focused on various presentations and simulations to develop quality work relationships.
Participate in the development and review of training materials, operational standards, policies, procedures, and protocols.
Perform other duties as assigned.
TEAM LEADER SPECIFIC DUTIES
Support the training of Communications Administrators acting as a coach while providing guidance on complex phases of their work.
Provide general troubleshooting and maintenance of equipment/technology, ensuring uninterrupted service of phone and paging equipment.
Engage the IT Department and outside vendors to coordinate and effect equipment repairs and systems access.
Generate shift reports and provide information to assist in performance evaluations and process improvement initiatives.
Act as main contact for the call center in the absence of the supervisor and/or manager.
Perform other duties as assigned.
Qualifications
Education and Experience:
Associate’s degree in a related business or technical discipline with evidence of crisis intervention training and experience with stress management OR High School Diploma or equivalent (GED) with 2 years of experience working in a call center.
Three years of experience as a progressive Communications Administrator OR Minimum two years of experience as a team leader/supervisor in a call center or related administrative or technical support position responsible for supporting two to six incumbents.
Experience handling a range of equipment and systems including computers is required.
General knowledge of medical terminology, experience in the healthcare field, customer service, radio broadcasting, maintenance work order management and/or dispatching for security or emergency response is preferred.
Knowledge, Skills and Abilities:
Read, write, and speak English clearly and articulate manner. Highly effective interpersonal and verbal communication skills, effective listening and problem‑solving skills, professional etiquette, and courteous service to callers.
Ability to work weekends, and have flexibility for shift change or emergency shift coverage as needed. Attend quarterly Division Meetings and monthly Department Meetings.
Strong organizational, interpersonal, facilitative skills with excellent written and verbal communication skills.
Ability to work in highly stressful situations, stay calm while collecting vital information from callers to determine the severity and location of an emergency.
Demonstrated ability to accurately type and enter data while concurrently handling multiple communication channels (radio, telephone, online messaging). Attention to detail and multi‑tasking capability required.
General knowledge of software programs (MS Office, electronic notifications, public announcement systems, electronic work order database).
Mastery of office‑related equipment used in the call center, including multi‑line telephone and multi‑function communication consoles.
Understanding of division practices, procedures and protocols, and layout of the hospital.
Enforcement of departmental and general UMMC policies and procedures related to safety, security, and medical staff.
Handle confidential issues with integrity and discretion while demonstrating customer service and patient satisfaction practices.
Manage multiple priorities, work in a controlled environment, and resolve problems without assistance when appropriate.
Additional Information All your information will be kept confidential according to EEO guidelines.
Compensation
Pay Range: $17.68 – $24.76
Other Compensation (if applicable): –
Review the 2024‑2025 UMMS Benefits Guide.
Like many employers, UMMS is being targeted by cybercriminals impersonating our recruiters and offering fake job opportunities. We will never ask for banking details, personal identification, or payment via email or text. If you suspect fraud, please contact us at careers@umms.edu.
#J-18808-Ljbffr
Job Description General Summary Under general supervision, using a customer service orientation provides support for security, safety and emergency management in accordance with The Joint Commission requirements. Receives requests for service and performs call center communication services for transport, emergency repairs, general operations and maintenance, environmental services, linen, safety and security alerts and construction requests. Investigates and communicates the status of the requests to the customer and provides administrative support for relevant departments to address outstanding issues. Provides multidisciplinary support for researching, collecting, and preparing data using spreadsheet applications and data management tools.
Responsible for conducting training, mentoring staff, assigning duties related to clinical emergency calls and producing daily shift reports for awareness and to help improve processes and performance. May also be asked to fill in for the supervisor when the supervisor is not available.
Principal Responsibilities
Receive, prioritize, and keep detailed records of all incoming requests for service and support during emergency and non‑emergency events, including life‑threatening situations.
Operate central telephone equipment by quickly answering incoming calls to support patients, staff and visitors for the Downtown and/or Midtown campuses.
Transfer calls or provide requested service according to departmental and support group policies and procedures.
Transmits requests via a multi‑line telephone console, multi‑channel radio dispatch computer system, fax, computer terminal(s), pagers, and public announcement and mass notification systems.
Monitor various fire, security, safety and medical emergency events by critical alarm systems/panels.
Activate overhead announcements and paging alerts according to policy and procedures. Contact affected department(s) to get specific information including location and nature of the emergency.
Ensure appropriate service and clinical support teams respond to emergency calls.
Perform daily test pages to ensure response teams are contacted during clinical emergencies.
Query patient information using designated applications and provide information to the public while ensuring compliance with HIPAA privacy and security regulations.
Participate and coordinate with the Safety and Environmental Health team to initiate quarterly fire drills as required by The Joint Commission.
Support and coordinate with Facilities/Operations/Maintenance during scheduled equipment functional checks in accordance with standard procedures.
Communicate critical infrastructure, maintenance, security and safety issues to appropriate leadership and all affected personnel with service status updates and reports.
Receive and promptly deliver messages with safety or medical urgency to residents, physicians, and patients according to procedure.
Provide telephone paging services for physicians and other designated personnel. Perform data entry of changes in department numbers, pager numbers, and medical/surgical schedules.
Process and maintain customer service requests and patient care support group data in various computer systems (e.g., work order management system, patient care food/medication data system).
Record issues, policy changes, facility emergencies and major disturbances in the work order management system with detailed, professional data.
Prepare documents, reports, charts, tables, graphs, meeting summaries, and other materials to support department projects and programs.
Support special projects and assignments, researching, analyzing, and monitoring activities or information as appropriate.
Plan and facilitate educational sessions focused on various presentations and simulations to develop quality work relationships.
Participate in the development and review of training materials, operational standards, policies, procedures, and protocols.
Perform other duties as assigned.
TEAM LEADER SPECIFIC DUTIES
Support the training of Communications Administrators acting as a coach while providing guidance on complex phases of their work.
Provide general troubleshooting and maintenance of equipment/technology, ensuring uninterrupted service of phone and paging equipment.
Engage the IT Department and outside vendors to coordinate and effect equipment repairs and systems access.
Generate shift reports and provide information to assist in performance evaluations and process improvement initiatives.
Act as main contact for the call center in the absence of the supervisor and/or manager.
Perform other duties as assigned.
Qualifications
Education and Experience:
Associate’s degree in a related business or technical discipline with evidence of crisis intervention training and experience with stress management OR High School Diploma or equivalent (GED) with 2 years of experience working in a call center.
Three years of experience as a progressive Communications Administrator OR Minimum two years of experience as a team leader/supervisor in a call center or related administrative or technical support position responsible for supporting two to six incumbents.
Experience handling a range of equipment and systems including computers is required.
General knowledge of medical terminology, experience in the healthcare field, customer service, radio broadcasting, maintenance work order management and/or dispatching for security or emergency response is preferred.
Knowledge, Skills and Abilities:
Read, write, and speak English clearly and articulate manner. Highly effective interpersonal and verbal communication skills, effective listening and problem‑solving skills, professional etiquette, and courteous service to callers.
Ability to work weekends, and have flexibility for shift change or emergency shift coverage as needed. Attend quarterly Division Meetings and monthly Department Meetings.
Strong organizational, interpersonal, facilitative skills with excellent written and verbal communication skills.
Ability to work in highly stressful situations, stay calm while collecting vital information from callers to determine the severity and location of an emergency.
Demonstrated ability to accurately type and enter data while concurrently handling multiple communication channels (radio, telephone, online messaging). Attention to detail and multi‑tasking capability required.
General knowledge of software programs (MS Office, electronic notifications, public announcement systems, electronic work order database).
Mastery of office‑related equipment used in the call center, including multi‑line telephone and multi‑function communication consoles.
Understanding of division practices, procedures and protocols, and layout of the hospital.
Enforcement of departmental and general UMMC policies and procedures related to safety, security, and medical staff.
Handle confidential issues with integrity and discretion while demonstrating customer service and patient satisfaction practices.
Manage multiple priorities, work in a controlled environment, and resolve problems without assistance when appropriate.
Additional Information All your information will be kept confidential according to EEO guidelines.
Compensation
Pay Range: $17.68 – $24.76
Other Compensation (if applicable): –
Review the 2024‑2025 UMMS Benefits Guide.
Like many employers, UMMS is being targeted by cybercriminals impersonating our recruiters and offering fake job opportunities. We will never ask for banking details, personal identification, or payment via email or text. If you suspect fraud, please contact us at careers@umms.edu.
#J-18808-Ljbffr