Job Summary:The Communications Specialist serves as an ambassador for internal and external customers calling the main number of a Jefferson Health facility 24 hours a day, 7 days a week, and 365 days a year. The team is often the first point of contact for patients and family members to Jefferson Health so it is important that they provide service excellence to ensure a positive interaction by answering all calls with a voice with a smile . The Communications Specialist is also responsible for assisting all internal callers with general contact information, call transfers, paging and related information, on-call schedules, and processing critical hospital codes.Shift: FT - Mon. - Fri. (3p-11p) (This department runs 24 hrs. must be flexible to work different shifts when needed)ESSENTIAL RESPONSIBILITIES:
- Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson
- Providing Service Excellence to all callers internal and external
- Promptly answers incoming calls and asks appropriate questions to properly direct the call
- Utilized all available resources so calls are directed timely and accurately
- Makes outbound calls when follow-up is needed
- Ensures urgent calls are handled with priority and escalation processes are utilized when necessary
- Communicates effectively with patients, physicians and other departments regarding delays
- Practices de-escalation and service recovery methods
- Consistently achieve team metric standards and expectations
- Provide a smooth transition for all internal and external customers by utilizing excellent customer service skills and effective communication
- Brings forth any compliance or ethics issues and recommendations for operational improvement
- Demonstrate reliability in daily work practices with a clear understanding of Jefferson Health policies and procedures
- Additional miscellaneous duties and responsibilities may be assigned by leadership
Qualifications - Prior experience as a Communications Specialist/ Operators in a hospital, call center or comparable environment but works in a position with applicable customer service contact preferred
- High School graduate or equivalent required
- Telecommunications System - Spok, Paging, Paging Systems, Cell Phones and related systems and equipment
- Computer Skills, Multi-tasking - Ability to navigate multiple screens while talking
- Must be flexible to work holidays and alternate shifts This department runs 24 hrs. must be flexible to work different shifts when needed
- Knowledge of Medical terminology preferred
- Good interpersonal/communications skills. Some computer knowledge. Bilingual or multilingual person preferred.