Hospital Communications & Paging Specialist

University Hospitals; Shaker Heights (OH); On-site; USD 21,000 - 30,000; Full time

Job summary

University Hospitals in Ohio seeks a System Communications & Information Operator to manage high-volume calls in a hospital call center, coordinating with internal and external customers across the UH Health System. You will be a compassionate, trusted resource that quickly matches callers with available resources and services to support patient care.

Responsibilities include screening and directing calls, gathering emergency details, using overhead paging for alerts, maintaining accurate

Responsibilities

• Answers and screens all internal and external calls to the main hospital number and accurately directs them in a prompt and courteous manner to the appropriate resource; prioritizes calls based on urgency and severity, ensuring that the most critical situations receive immediate attention.
• Gathers information from callers for emergency situations, including the nature of the emergency, location, and any specific details required. Directs callers and communicates with emergency teams, providing them with necessary information via overhead paging.
• Provides instructions to callers on how to handle the situation until responders arrive, as needed.
• Collaborates with other regional communication centers and agencies to ensure a unified and coordinated response.
• Provides daily maintenance service for the paging system and maintains a knowledge of the UH on-call system.
• Enters and manages call information in the computer system; accesses relevant information from the computer system.
• Maintains detailed records of calls, including the nature of the emergency, location, date, time, and actions taken.
• Ensures that every individual who calls UH experiences the highest level of customer and personalized service by engaging with all callers in a professional and personable manner, as a representative of the UH Health System.
• Creates a sense of care for the patient/guest through active listening and excellent communication and demonstrates the highest level of customer service through courtesy and concern.
• Handles and manages a wide variety of patient inquiries regarding physicians, services, and logistics to ensure access to care with maximum throughput and minimal delay.
• Functions as an integrated team member and works collaboratively with other staff and providers across the UH Health System to improve patient experience and departmental efficiency.
• Appropriately escalates issues to leadership for support when needed and quickly and seamlessly meets and recovers any service delivery issues.

Job description

University Hospitals in Ohio seeks a System Communications & Information Operator to manage high-volume calls in a hospital call center, coordinating with internal and external customers across the UH Health System. You will be a compassionate, trusted resource that quickly matches callers with available resources and services to support patient care.

Responsibilities include screening and directing calls, gathering emergency details, using overhead paging for alerts, maintaining accurate