Thomas Jefferson University & Jefferson Health
Communications Support Specialist - (Full-time) 3PM - 11PM
Thomas Jefferson University & Jefferson Health, Abington, Massachusetts, us, 02351
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 ldquo;voice with a smilerdquo;. 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. 3PM-11PM
(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 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 leadership
Prior experienceas 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 ndash; Spok, Paging, Paging Systems, Cell Phones and related systems and equipmentComputer Skills,Multi-tasking ndash; Ability to navigate multiple screens while talkingMust be flexible towork holidays and alternate shiftsThis 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.
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(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 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 leadership
Prior experienceas 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 ndash; Spok, Paging, Paging Systems, Cell Phones and related systems and equipmentComputer Skills,Multi-tasking ndash; Ability to navigate multiple screens while talkingMust be flexible towork holidays and alternate shiftsThis 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.
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