Communications Administrator, Evening

University of Maryland Medical System Corporation; Baltimore (MD); On-site; USD 42,000 - 64,000; Full time

Job summary

University of Maryland Medical System Corporation in Baltimore is seeking a qualified on-site Call Center Operator to support emergency communications and service requests. You will log and prioritize requests, dispatch through multiple lines and systems, and provide timely updates to patients and staff.

The role emphasizes HIPAA-compliant data handling, coordination with security and maintenance teams, and preparing routine reports to track activity while supporting education and training for

Qualifications

• Requires high school diploma and strong customer-service orientation.
• Experience in a healthcare environment or dispatching is preferred.
• Familiarity with data entry and basic spreadsheet tasks.
• Ability to work evenings and weekends as needed.
• Knowledge of HIPAA guidelines and patient privacy.

Responsibilities

• Receive and log service requests via multi-line phone console and dispatch systems.
• Communicate status updates to customers and internal teams.
• Prepare reports and maintain logs of emergencies and maintenance events.
• Operate EPIC and SPOK data entries per procedures.
• Respond to emergency calls and coordinate with appropriate departments.

Skills

Customer service

Communication

Multiline telephone

Data entry

HIPAA compliance

Emergency communications

Education

High School Diploma

Tools

EPIC System

SPOK System

MS Office

Job description

Job Requirements

Under general supervision, using a customer service orientation, receive requests for service and performs call center and emergency communications functions including transport, emergency repairs, general maintenance and housekeeping, safety and security alerts and construction requests. Investigates and communicates the status of the requests to the customer and provides administrative support for relevant departments to address the outstanding issues. Researches, collects, and prepares data for processing, spreadsheet applications and data management in performing tasks

Shift

On site, 2:30pm - 11:00pm

Responsibilities And Tasks

• Receive, prioritize, and log incoming requests for service during emergent and non-emergent scenarios. Transmit requests via multi-line telephone console, multi-channel dispatch computer system, FAX, computer terminal(s), pagers, public announcement systems, various alarm systems / panels (fire alarm system, , elevator entrapment system, security access systems, oxygen, medical air and nitrogen), etc.
• Process and maintain customer service requests / patient care support group's data in various, computer systems (work order data system, patient care food/medication data system), etc.; advises service request status to the customer and support service groups
• Plan / facilitate customer and support group's educational sessions focused on various presentations and simulations for developing quality work relationships; understanding the work flow and service provisions of each other
• Communicate critical infrastructure, maintenance, security and safety issues to appropriate leadership with service status updates and reports
• Prepare documents, reports, charts, tables, graphs, meeting summaries and other materials to support department projects and programs
• Record issues, policy changes, facility emergencies and major disturbances to the daily transition log with detailed / professional data. Verbally communicate to team, designee and manager
• Provide support for special projects and assignments. Research, analyze, and monitor activities / information as appropriate. Prepare reports and communicate information to team, designee and manager. Participate in the development and review of training materials, operational standards, policies, procedures and protocols
• Alarm(s) / System(s) Operations Management, consisting of scheduled equipment functional checks in accordance with department and pertaining support group's standard procedures and or policies. Attending continued educational sessions and individual operational awareness reviews with team designee or manager.
• Operates central answering telephone equipment for the Medical System. Answers incoming calls, and promptly transfers calls or provides requested service according to departmental procedure.
• Provides telephone paging services for physicians and other designated personnel according to departmental procedure.
• Receives and promptly delivers messages which have a medical urgency or necessity to Residents, Physicians, and Patients according to departmental procedure.
• Answers fire, emergency, or medical emergency calls , activates paging and overhead alerts according to departmental policy and procedures; calls affected department to get specific information including exact location of emergency in order to contact the appropriate emergency service. Ensures that appropriate services respond to emergency calls.
• Maintains logs of all emergency calls. Records date, time, caller, and operator responsible for activating emergency call protocol.
• Uses EPIC System to query patient information and provides information to public according to departmental procedures and HIPAA guidelines.
• Performs data entry of changes in department numbers, pager numbers, and medical and surgical schedules into the SPOK System according to departmental procedure.
• Performs daily Test Pages according to departmental policy and procedure.
• Performs other duties as assigned.

Education and Experience

• High School Diploma or equivalent (GED) is required.
• Five years work experience in a multi-task environment to include two years performing administrative duties and two years performing customer service duties.
• Familiarity with medical terminology is preferred.
• Experience in a healthcare environment, maintenance work order management and /or dispatching for security or emergency response is preferred.

Knowledge, Skills And Abilities

• Ability to work weekends, and have flexibility for shift change or emergency shift coverage, with adequate notification, as needed. Attend quarterly Division Meetings and Department Meetings.
• Demonstrated ability to accurately type and enter data in a timely manner required.
• Ability to effectively operate a multi-line telephone console and multi channel radio required. Must utilize professional etiquette and maintain flexibility as many requests simultaneously come into the call center in a tactful and courteous manner.
• Ability to read, write and speak English in a clear and articulate manner required. Highly effective interpersonal and verbal communication skills including courtesy are necessary in order to work with patients and all levels of staff. Effective listening and problem-solving skills.
• Knowledge and ability to understand division practices, procedures and protocol, and lay-out of hospital.
• Ability to observe and enforce departmental and general UMMC policies and procedures, particularly relating to the practice of safety and security measures, contacting outside service contractors, and on-call maintenance staff.
• Ability to work effectively in a highly stressful work environment and remain calm in emergency situations.
• Ability to handle confidential issues with integrity and discretion. Attention to detail and capability to multi-task is required.
• Demonstrates and observe customer service and patient satisfaction practices whenever in contact with patients, visitors, staff and guests.
• Familiarity with various software programs (ie MS Office, electronic notifications, public announcement systems, electronic work order database) for purposes of administratively supporting projects.
• Must also have the ability to master the use of various office-related equipment used in the call center.