Jefferson Health
Communications Support Specialist ( 11p-7a SUN.-THUR.)
Jefferson Health, Montgomery, Pennsylvania, United States, 17752
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.
(This department runs 24 hrs. must be flexible to work different shifts when needed)
Shift: FT 11p-7a (SUN.-THUR.)
ESSENTIAL RESPONSIBILITIES:
Interacts with co-workers, visitors, and other staff consistent with the values of JeffersonProviding Service Excellence to all callers internal and externalPromptly answers incoming calls and asks appropriate questions to properly direct the callUtilized all available resources so calls are directed timely and accuratelyMakes outbound calls when follow-up is neededEnsures urgent calls are handled with priority and escalation processes are utilized when necessaryCommunicates effectively with patients, physicians and other departments regarding delaysPractices de-escalation and service recovery methodsConsistently achieve team metric standards and expectationsProvide a smooth transition for all internal and external customers by utilizing excellent customer service skills and effective communicationBrings forth any compliance or ethics issues and recommendations for operational improvementDemonstrate reliability in daily work practices with a clear understanding of Jefferson Health policies and proceduresAdditional miscellaneous duties and responsibilities may be assigned by leadershipQualifications
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 preferredHigh School graduate or equivalent
requiredTelecommunications System - Spok, Paging, Paging Systems, Cell Phones and related systems and equipmentComputer Skills, Multi-tasking - Ability to navigate multiple screens while talkingMust be flexible to work holidays and alternate shifts This department runs 24 hrs. must be flexible to work different shifts when neededKnowledge of Medical terminology preferredGood interpersonal/communications skills. Some computer knowledge. Bilingual or multilingual person preferred.Closing Statement
Jefferson includes Thomas Jefferson University and Jefferson Health, a dynamic university and health system with broad reach across the Delaware Valley. Jefferson is the second largest employer in Philadelphia and the largest health system in Philadelphia based on total licensed beds.
Through the merger of Thomas Jefferson University and Philadelphia University in 2017, our University includes ten colleges and four schools. We are an NCAA Division II university and an R2 national doctoral university offering undergraduate and graduate-level programs that provide students with a forward-thinking education in architecture, business, design, engineering, fashion and textiles, health, medicine and social science.
Jefferson Health, the clinical arm of Thomas Jefferson University, has grown from a three-hospital academic health center in 2015, to an 18-hospital health system through mergers and combinations that include hospitals at Abington Health, Aria Health, Kennedy Health, Magee Rehabilitation and Einstein Healthcare Network. We have over 50 outpatient and urgent care centers; ten Magnet®-designated hospitals (recognized by the ANCC for nursing excellence); the NCI-designated Sidney Kimmel Cancer Center (one of only 70 in the country and one of only two in the region); and one of the largest faculty-based telehealth networks in the country. In 2021, Jefferson Health became the sole owner of HealthPartners Plan, a not-for-profit health maintenance organization in Southeastern Pennsylvania. We are the first health system regionally to create an aligned payer-provider partnership.
Jefferson's mission, vision and values create an organization that attracts the best and the brightest students, faculty, staff, and healthcare professionals, as well as the most visionary leaders to drive exceptional results.
OUR MISSION:
We improve lives.OUR VISION:
Reimagining health, education and discovery to create unparalleled valueOUR VALUES:
Put People First, Be Bold & Think Differently and Do the Right Thing
As an employer, Jefferson maintains a commitment to provide equal access to employment. Jefferson values diversity and encourages applications from women, members of minority groups, LGBTQ individuals, disabled individuals, and veterans.
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.
(This department runs 24 hrs. must be flexible to work different shifts when needed)
Shift: FT 11p-7a (SUN.-THUR.)
ESSENTIAL RESPONSIBILITIES:
Interacts with co-workers, visitors, and other staff consistent with the values of JeffersonProviding Service Excellence to all callers internal and externalPromptly answers incoming calls and asks appropriate questions to properly direct the callUtilized all available resources so calls are directed timely and accuratelyMakes outbound calls when follow-up is neededEnsures urgent calls are handled with priority and escalation processes are utilized when necessaryCommunicates effectively with patients, physicians and other departments regarding delaysPractices de-escalation and service recovery methodsConsistently achieve team metric standards and expectationsProvide a smooth transition for all internal and external customers by utilizing excellent customer service skills and effective communicationBrings forth any compliance or ethics issues and recommendations for operational improvementDemonstrate reliability in daily work practices with a clear understanding of Jefferson Health policies and proceduresAdditional miscellaneous duties and responsibilities may be assigned by leadershipQualifications
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 preferredHigh School graduate or equivalent
requiredTelecommunications System - Spok, Paging, Paging Systems, Cell Phones and related systems and equipmentComputer Skills, Multi-tasking - Ability to navigate multiple screens while talkingMust be flexible to work holidays and alternate shifts This department runs 24 hrs. must be flexible to work different shifts when neededKnowledge of Medical terminology preferredGood interpersonal/communications skills. Some computer knowledge. Bilingual or multilingual person preferred.Closing Statement
Jefferson includes Thomas Jefferson University and Jefferson Health, a dynamic university and health system with broad reach across the Delaware Valley. Jefferson is the second largest employer in Philadelphia and the largest health system in Philadelphia based on total licensed beds.
Through the merger of Thomas Jefferson University and Philadelphia University in 2017, our University includes ten colleges and four schools. We are an NCAA Division II university and an R2 national doctoral university offering undergraduate and graduate-level programs that provide students with a forward-thinking education in architecture, business, design, engineering, fashion and textiles, health, medicine and social science.
Jefferson Health, the clinical arm of Thomas Jefferson University, has grown from a three-hospital academic health center in 2015, to an 18-hospital health system through mergers and combinations that include hospitals at Abington Health, Aria Health, Kennedy Health, Magee Rehabilitation and Einstein Healthcare Network. We have over 50 outpatient and urgent care centers; ten Magnet®-designated hospitals (recognized by the ANCC for nursing excellence); the NCI-designated Sidney Kimmel Cancer Center (one of only 70 in the country and one of only two in the region); and one of the largest faculty-based telehealth networks in the country. In 2021, Jefferson Health became the sole owner of HealthPartners Plan, a not-for-profit health maintenance organization in Southeastern Pennsylvania. We are the first health system regionally to create an aligned payer-provider partnership.
Jefferson's mission, vision and values create an organization that attracts the best and the brightest students, faculty, staff, and healthcare professionals, as well as the most visionary leaders to drive exceptional results.
OUR MISSION:
We improve lives.OUR VISION:
Reimagining health, education and discovery to create unparalleled valueOUR VALUES:
Put People First, Be Bold & Think Differently and Do the Right Thing
As an employer, Jefferson maintains a commitment to provide equal access to employment. Jefferson values diversity and encourages applications from women, members of minority groups, LGBTQ individuals, disabled individuals, and veterans.