Job Details
This position is Part Time (20 hours)
Rotating schedule: 11p to 730a weekday and weekend, rotating holidays
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.
Job Description
Essential Functions
- 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
Competencies (Knowledge, Skills, and Abilities Required):
- Telecommunications System – Spok, Paging, Paging Systems, Cell Phones and related systems and equipment
- Computer Skills- Communication and Problem Solving
- Multi-tasking – Ability to navigate multiple screens while talking
- Medical Terminology: Minimum Education and Experience Requirements:
Education:
- High school diploma or equivalent required
Experience:
- Salary Band I: No 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.
- Salary Band II: 1-3 years of experience as a Communications Specialist/ Operator in a hospital, call center, or comparable environment with heavy customer service contact and telephone usage.
- Salary Band III: 3-5 years of experience as a Communications Specialist/ Operator in a hospital, call center, or comparable environment with heavy customer service contact and telephone usage
- Salary Band IV: 5+ years of experience as a Communications Specialist/ Operator in a hospital, call center, or comparable environment with heavy customer service contact and telephone usage
Work Shift
Workday Night (United States of America)
Worker Sub Type
Regular
Employee Entity
Thomas Jefferson University Hospitals, Inc.
Primary Location Address
601 Walnut Street, Philadelphia, Pennsylvania, United States of America
Nationally ranked, Jefferson, which is principally located in the greater Philadelphia region, Lehigh Valley and Northeastern Pennsylvania and southern New Jersey, is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65,000 people strong, dedicated to providing the highest-quality, compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrow's professional leaders for 21st-century careers; and creating new knowledge through basic/programmatic, clinical and applied research. Thomas Jefferson University, home of Sidney Kimmel Medical College, Jefferson College of Nursing, and the Kanbar College of Design, Engineering and Commerce, dates back to 1824 and today comprises 10 colleges and three schools offering 200+ undergraduate and graduate programs to more than 8,300 students. Jefferson Health, nationally ranked as one of the top 15 not-for-profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas, serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region. Jefferson Health Plans is a not-for-profit managed health care organization providing a broad range of health coverage options in Pennsylvania and New Jersey for more than 35 years.
Jefferson is committed to providing equal educational and employment opportunities for all persons without regard to age, race, color, religion, creed, sexual orientation, gender, gender identity, marital status, pregnancy, national origin, ancestry, citizenship, military status, veteran status, handicap or disability or any other protected group or status.
Benefits
Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues, including medical (including prescription), supplemental insurance, dental, vision, life and AD&D insurance, short- and long-term disability, flexible spending accounts, retirement plans, tuition assistance, as well as voluntary benefits, which provide colleagues with access to group rates on insurance and discounts. Colleagues have access to tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service. All colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps), have access to medical (including prescription) insurance.
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