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NEW HAVEN, CT
Oct 31, 2019

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Job Description

Overview

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

Lead the ITS Communications Associates in providing the hospital staff, patients, and visitors accurate and proficient processing of all communications requests 24/7. The Lead Associate acts as the SME on all voice Communications software and hardware including Amcom (all modules) Cisco/Siemens/Nortel agent phones, ACD, call management, and pagers. Ensures technology and operating procedures are clearly documented. Ensures all agents are trained on the technology and procedures in order to ensure accurate call processing and expeditious communications between the hospital staff, community, and medical offices. Assists the supervisor in effective Associate scheduling to cover vacations, holidays, call outs, and emergent events thereby maintaining safe and productive Hospital communication environment. Is scheduled to work as a communications associate 50-70% of the week. Must be able to perform the role of lead associate at all Health System locations including YNHH, BH, and GH and may be assigned as the primary lead for sites as directed by the supervisor. Collaborates with Telecommunication Management on system upgrades, outages, and repairs. Provide the 24X7 communications link between physicians, hospital personnel, patients and visitors. Associate uses an internal and external communications network including computer systems for patient information, answering service on call and directory, computerized attendant console and radio paging terminal. Responsibilities include the processing of incoming and outgoing phone calls, physician answering service calls, processing all Emergency Life Safety Codes, monitoring and reporting alarms, and paging via voice and radio paging systems. Typing and retrieving messages from computers. Must be flexible to work week days, evenings, nights, weekend and holiday shifts as needed. Must be able to support all Health System Locations including YNHH, Bridgeport Hospital & Greenwich Hospital.

EEO/AA/Disability/Veteran

Responsibilities

  • 1. Assures High Level of Associate Knowledge and Proficiency
    • 1.1 Trains new associates and performs remedial training as needed
  • 2. Promotes Exceptional Customer Service and Employee Relations
    • 2.1 Exhibits and promotes excellent interpersonal skills and professionalism
  • 3. Process Emergency Life Safety Codes
    • 3.1 Answers Code Line on first ring
  • 4. Answer and Accurately Process Calls
    • 4.1 Answers code calls on the first ring, processes within 30 seconds and documents
  • 5. Assists Supervisor and Manager as Needed
    • 5.1 Reviews daily/weekly/monthly volume and performance reports with Supervisor and assists with scheduling as needed
  • 6. Management of Pagers
    • 6.1 Utilizes vendor portal to execute changes
  • 7. Maintains On-Call Schedules of Hospital Personnel
    • 7.1 Completes schedules by the first day of his/her assigned month with 100% accuracy

Qualifications

EDUCATION


High school graduate minimum, higher education preferred.


EXPERIENCE


Three years' experience telecommunications services and supervision, familiar with call center systems and services. Experience utilizing computers in an office environment required. Experience answering telephones in a high call volume environment preferred. Knowledge of Avaya/Nortel, Cisco, Amcom, QGenda, Smart Suite, and Enotify software preferred


LICENSURE


None


SPECIAL SKILLS


Advanced computer skills required with complete understanding of all supporting systems including but not limited to Amcom Application Suite and Contact Center Manager. Must have strong interpersonal skills and willingness to learn about new technologies and systems. Must have leadership, training and documentation skills. Must also be able to type 35-45 wpm work in team or alone and have excellent decision-making ability.


PHYSICAL DEMAND


While performing the duties of this job, the employee is regularly required to sit; use hands to write, type, handle items; and talk or hear. They are frequently required to reach with hands and arms. They are occasionally required to stand and walk. They must occasionally lift and/or move up to 25 pounds. Specific vision abilities required include close vision, distance vision, peripheral vision, and depth perception. The noise level in the work environment is usually moderate but in emergency situations can become high level. Ability to concentrate is essential. The Associate must make use of a headset style answering device on or in ear(s). There may be a considerable amount of mental stress. Must be able to easily and accurately distinguish colors and shades in order to accurately identify alarm signals and visual cues on the PC. Must have the ability to distinguish variations in audible alerts and alarms. Must be able to quickly reset alarms, computers and UPS systems which are located throughout the Operator Services location. Must have an exceptional command of the English language and speak clearly with accurate pronunciation of words to ensure the accurate communication of verbal information, particularly in times of crisis or stress. May be required to staff and/or Lead one or more of the call centers operated by YNHHS. Travel to different call centers required as necessary. Must have access to reliable transportation and is expected to report to work during major weather events. Adherence to hospital dress code is required at all times. Incumbents as well as external and internal applicants who become disabled must be able to perform the essential job functions with or without the assistance of reasonable accommodation as determined on a case by case basis.


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Job Info

Job: 10931

Department: ITS Telecommunications BH
Category: INFO TECH SVC (ITS)
Sub Category: GENERAL CLERICAL
Status: Full Time Benefits Eligible
Shift: D
Hours: 40

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