Description
**Description**
Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.
Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?
**Entity:** Corporate
**Department:** Contact Center PAH
**Location:** 3930 Chestnut Street
**Hours:** Evenings, Every Other Weekend, Occasional Holidays
*This position may permit occasional remote work.
The **Lead Communication Specialist (Lead), Corporate Operator Services (COS),** supports other Communication Specialists within the three-shift 24/7 Contact Center for the University of Pennsylvania Health System (UPHS). Corporate Operator Services serves the Hospital of the University of Pennsylvania (HUP), Penn Presbyterian Medical Center (PPMC), Pennsylvania Hospital(PaH), and Good Shepherd Penn Partners (GSPP).
In addition to performing Communication Specialist job functions, the Lead Communication Specialist (Lead) provides new and incumbent staff with escalation and advisory support during their daily interactions with UPHS- and non-UPHS callers. Specifically, the Lead serves as first-line support to staff for incoming calls requiring further information, research, and/or caller de-escalation. The Lead serves as an information and communication conduit within the Contact Center, assists with daily staffing and scheduling, and plays a key role in handling on-call schedule changes. S/he collaborates with the Contact Center Manager and others to identify, resolve, and communicate issues both within the Contact Center and the hospitals/physicians it serves.
The **Lead Communication Specialist** deals with callers, patients, families, UPHS professionals, and the general public in an effective, efficient, and tactful manner. S/he is a resource for the names, functions, and services of various departments, physicians, and other key UPHS/hospital personnel.
The Lead Communication Specialist is highly competent and knowledgeable is all aspects of the Communication Specialist job. This includes transferring callers/patients, paging physicians, processing after-hour answering service calls for physicians and hospitals, and providing on-call information to medical clinicians. S/he is skilled and experienced in processing priority line (codes and STATs) calls, documenting clinical and non-clinical emergencies, and dispatching medical practitioners to patient locations in a timely and accurate manner. The Lead is also proficient in the use of the department's communication technology (e. g., MediCall, eNotify, WebXchange, QGenda, Avaya).
The **Lead Communication Specialist** displays a high degree of reliability, initiative, and decision-making ability. S/he displays effective communication with UPHS/non-UPHS callers, physicians, hospital staff, and the general public. The Lead reflects a positive and professional demeanor and serves as a role model to other Communication Specialists.
This position requires quick thinking and a clear, concise communication style. The Lead Communication Specialist must remain calm and careful while performing urgent call processes. S/he must display human qualities of empathy, compassion, kindness, and patience. The Lead must exemplify Penn Medicine Core Values and exhibit solid Customer Service skills, a patient-centric attitude, a collaborative team spirit, and the ability to think critically and quickly.
**Accountabilities**
**LEAD RESPONSIBILITIES**
Shows willingness and assumes Communication Specialist job responsibilities, as required. (See Communication Specialist Daily Responsibilities below.)
Provides positive support to Communication Specialists as needed and/or as requested, including:
Is available to help when an escalated situation arises; displays enthusiasm and willingness to assist.
Handles tough interactions with callers in an appropriate manner; listens, assists, diffuses, and de-escalates.
Researches resources; helps to find answers and follows up.
Contacts UPHS hospitals/departments for needed information.
De-escalates on-the-floor situations by displaying a positive demeanor.
Serves as an information and communication conduit within the Contact Center, including:
Supports daily information flow to Communication Specialists.
Knows names, functions, and services of various departments, physicians, and other key hospital personnel.
Communicates changes to Communication Specialists (all shifts).
Shares updates, issues, and concerns with frontline staff.
Exhibits solid knowledge regarding UPHS entities; shares knowledge with staff.
Oversees break/lunch schedules.
Creates/makes changes to on-call schedules.
Accepts basic and complex on-call coverage changes and relays information to staff.
Gives a complete and accurate shift-to-shift report to other Communication Specialists.
Completes the 24-hour report documenting a shift report and results of an equipment check.
Assists with daily staffing and scheduling, including:
Creates shift/break sheets.
Handles call-outs and staffing issues; adheres to and follows the complete process.
Notes call-outs on schedule; notifies the staff scheduler.
Finds coverage; contacts agents if needed.
Covers for any position that has not been filled.
Works with the Contact Center Manager and others to identify, resolve, and communicate issues.
Informs the Contact Center Manager immediately of all situations affecting patient care.
Informs the Contact Center Manager of minor complaints/service issues within 24 hours of discovery.
Recognizes problems as they occur and/or monitors trends to identify recurrent problems.
Researches questions and problems concerning UPHS hospital services to determine possible solutions.
Communicates software/hardware/system equipment problems when discovered.
Follows the notification process for problems with phone, pager, and/or facility.
Promotes professionalism in the Contact Center and serves as a role model to other Communication Specialists.
Avoids participating in gossip and discourages it in others.
Displays self-accountability, pro-action, and motivation.
Demonstrates fairness and appropriate due process in actions and decisions.
Treats all staff equally, fairly, honestly, and respe
Compensation Information:
$0.0 / - $0.0 /
Starting At: 0.0
Up To: 0.0
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