Communication Operator, UofL Health Hospital, PRN

530 South Jackson Street, Louisville, KY 40202

First Shift (United States of America)

Job Description Summary
About UofL Health: UofL Health is a fully integrated regional academic health system with five hospitals, four medical centers, nearly 200 physician practice locations, more than 700 providers, the Frazier Rehab Institute and Brown Cancer Center. With more than 12,000 team members—physicians, surgeons, nurses, pharmacists and other highly skilled health care professionals—UofL Health is focused on one mission: delivering patient-centered care to each and every patient each and every day.

Job Description
Position Summary and Purpose: The Communications Operator presents a pleasing, helpful, and courteous welcome to patients, families, physicians, visitors, co‑workers, and all other internal and external customers of UofL Health. The purpose of the position is to make a positive impression to ensure a comfortable and positive experience to all callers who need assistance or information and that immediate needs and concerns are addressed appropriately for every caller.

The Communications Operator is expected to assist all patients, visitors, fellow employees, physicians and medical staff in a professional manner and provides a multitude of information as needed regarding on‑call hospital staff and physicians, assist with location of appointments, facilities information, paging physicians for other departmental staff and patients, outside facilities, etc. The Communications operator manages all emergency alerts that occur by ensuring all responders are notified of the type of code and the location. The Communications Operator exemplifies UofL Health customer service standards and follows established policies and procedures in the hospital when providing service. The Communications Operator has a positive demeanor and conveys UofL Health’s commitment to service excellence for all customers that they encounter.

Essential Functions

Monitors hospital communications systems (e.g., Simplex Fire Alarm)

Monitors various codes and alarms in the area

Efficiently and effectively follows existing communications processes and procedures

Communicates with internal and external customers, using basic medical terminology appropriately

Pages physicians/staff and conducts overhead pages

Coordinates and implements process for providing personnel with pagers (e.g., activating spare pagers, exchanging pagers, setting up page copy, etc.)

Maintains, updates and delivers on‑call schedules from approximately eighty services

Continuously maintains changes and additions of multiple services that provide scheduling of attendings, residents, interns and staff; and provides updates to all necessary areas in a timely manner

Other Functions

Completes routine clerical duties

Maintains compliance with all company policies, procedures and standards of conduct

Complies with HIPAA privacy and security requirements to maintain confidentiality at all times

Performs other duties as assigned

Job Requirements
Education

High School diploma or GED/equivalent (required)

Experience

One (1) year of experience in a communications/operator role (required)

Three to five (3‑5) years of experience in a communications/operator role (preferred)

Job Competency
Knowledge, Skills, and Abilities critical to this role:

Displays service excellence – responsive, informs constituents of process, pleasant to work with, educates and provides timely, accurate information

Remains organized – manages time effectively, keeps tasks appropriately prioritized

Displays flexibility – able to change directions as needed for the good of the department or organization

Strong interpersonal skills – can build effective, strong working relationships with employees, colleagues, management and vendors through trust, communication, and credibility

Knowledge of multiline phone system, ACD and equipment

Can operate all functions of TDD phone for the hearing impaired

Can operate all functions of AT&T Language Line

Understands functions of SMS, patient information and screen codes

Ability to monitor and understand functions of Code/Alarm panels and Code procedures

Language Ability

Must be able to communicate effectively in both verbal and written formats

Must be comfortable with regular telephone usage and telephone etiquette

Reasoning Ability

Able to think through a variety of complex situations, determine possible solutions and implement the best option

Computer Skills

Excellent computer skills are required

Familiar with functions of Microsoft Word and Excel software

Must have the capacity to learn other relevant systems and databases, as needed

Additional Responsibilities

Demonstrates a commitment to service, organization values and professionalism through appropriate conduct and demeanor at all times

Maintains confidentiality and protects sensitive data at all timesAdheres to organizational and department specific safety standards and guidelines

Works collaboratively and supports efforts of team members

Demonstrates exceptional customer service and interacts effectively with physicians, patients, residents, visitors, staff and the broader health care community

UofL Health Core Expectation
At UofL Health, we expect all our employees to live the values of honesty, integrity and compassion and demonstrate these values in their interactions with others and as they deliver excellent patient care by:

Honoring and caring for the dignity of all persons in mind, body, and spirit

Ensuring the highest quality of care for those we serve

Working together as a team to achieve our goals

Improving continuously by listening, and asking for and responding to feedback

Seeking new and better ways to meet the needs of those we serve

Using our resources wisely

Understanding how each of our roles contributes to the success of UofL Health

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