Primary Location:

Address:

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Job Description Summary:

Job Description:

Position Summary and Purpose
The Communications Operator presents a pleasing helpful and courteous welcome to patients families physicians visitors co-workers
and all other internal and external customers of UofL Health. The purpose of the position is to make a positive impression to ensure a
comfortable and positive experience to all callers who need assistance or information and that immediate needs and concerns are
addressed appropriately for every caller.

The Communication Operator is expected to assist all patients visitors fellow employees physicians and medical staff in a professional
manner and provides a multitude of information as needed regarding on call hospital staff and physicians assist with location of
appointments facilities information paging Physicians for other departmental staff and patients outside facilities etc. The Communications
operator manages all emergency alerts that occur by ensuring all responders are notified of the type of code and the location. The Communications Operator exemplifies UofL Health customer service standards and follows established policies and procedures in the
hospital when providing service. The Communications Operator has a positive demeanor and conveys UofL Healths commitment to service
excellence for all customers that they encounter.

Essential Functions:
Monitors hospital communications systems (e.g. Simplex Fire Alarm)
Monitors various codes and alarms in the area
Efficiently and effectively follows existing communications processes and procedures
Communicates with internal and external customers using basic medical terminology appropriately
Pages physicians/staff and conducts overhead pages
Coordinates and implements process for providing personnel with pagers (e.g. activating spare pagers exchanging pagers setting up
page copy etc.)
Maintains updates and delivers on-call schedules from approximately eighty services
Continuously maintains changes and additions of multiple services that provide scheduling of Attendings Residents Interns and staff;and provides updates to all necessary areas in a timely manner
Other Functions:
Completes routine clerical duties
Maintains compliance with all company policies procedures and standards of conduct
Complies with HIPAA privacy and security requirements to maintain confidentiality at all times
Performs other duties as assigned

Additional Job Description:

Job Requirements
(Education Experience Licensure and Certification)
Education:
High School diploma or GED/equivalent (required)
Experience:
One (1) year of experience in a communications/operator role (required)
Three to five (3-5) years of experience in a communications/operator role (preferred)

Job Competency:
Knowledge Skills and Abilities critical to this role:
Displays service excellence responsive informs constituents of process pleasant to work with educates and provides timely accurate
information
Remains organized manages time effectively keeps tasks appropriately prioritized
Displays flexibility able to change directions as needed for the good of the department or organization
Strong Interpersonal skills can build effective strong working relationships with employees colleagues management and vendors
through trust communication and credibility
Knowledge of multiline phone system ACD and equipment
Can operate all functions of TDD phone for the hearing impaired
Can operate all functions of AT&T Language Line
Understands functions of SMS patient information and screen codes
Ability to monitor and understand functions of Code/Alarm panels and Code procedures

Language Ability:
Must be able to communicate effectively in both verbal and written formats
Must be comfortable with regular telephone usage and telephone etiquette
Reasoning Ability:
Able to think through a variety of complex situations determine possible solutions and implement the best option

Computer Skills:
Excellent computer skills are required Familiar with functions of Microsoft Word and Excel software
Must have the capacity to learn other relevant systems and databases as needed
Additional Responsibilities:
Demonstrates a commitment to service organization values and professionalism through appropriate conduct and demeanor at all times
Maintains confidentiality and protects sensitive data at all times
Adheres to organizational and department specific safety standards and guidelines
Works collaboratively and supports efforts of team members
Demonstrates exceptional customer service and interacts effectively with physicians patients residents visitors staff and the broader
health care community

UofL Health Core Expectation:
At UofL Health we expect all our employees to live the values of honesty integrity and compassion and demonstrate these values in their
interactions with others and as they deliver excellent patient care by:
Honoring and caring for the dignity of all persons in mind body and spirit
Ensuring the highest quality of care for those we serve
Working together as a team to achieve our goals
Improving continuously by listening and asking for and responding to feedback
Seeking new and better ways to meet the needs of those we serve
Using our resources wisely
Understanding how each of our roles contributes to the success of UofL Health