Call Center Operations Manager Jobs in Chester, VA

Emergency Communications

Will serve as dispatcher forallVCU Health's emergency response teams including, but not limited to, all teams outlined in the VCU Health Emergency Operations Plans (Dr. Red,Hostage/violenceSituationresponse, etc.) and VCU Health's Responding to Medical Emergencies policy (Code Blue, Trauma Team Alerts, Medical Emergency Response Team,Seals Teametc.)While practicing safety first in all aspects of their duties. Team members will obtain all necessary information as defined by protocols for the specific emergency response teams. Additionalprotocols for teams may include contacting outside resources (Richmond 911, VCU Police, etc.),utilizingthird party platforms (fire alarm monitoring system), overhead announcements, confirmation phone calls to on call providers and any electronic documentation necessary for regulatory tracing. Team members will perform these duties with no more than one (1) error per quarter.

Answering Service

Provides afterhoursanswering service support toallVCU Health's ambulatory clinic locations. Team members willbe responsible fordeterminingthe needs of the caller and managing the call appropriately while practicing STAR Values with all callers. Appropriate actions to be taken by team members will include, but are not limited to, confirming and cancelling appointments in the VCU Health scheduling system (Epic), paging of the appropriate emergency on call physician for the clinic or service as determined by the web based on call schedule, providing general clinic information (contact information, directions, etc.) andappropriate documentation for all calls received. In the event a caller isencounteringalife-threateningemergency, team members will connect callers to their local 911 dispatch center to ensure the dispatch of emergency medical services or other necessary emergency response to the patient's location. All team members are expected to complete these duties with a 95% answering service documentation rate. Team members are also expected tomaintainan average call rating of 90% or better asdeterminedthrough monthly call reviews performed by department leadership.

TelepageServices

Appropriately pages VCU Health physicians, advanced practitioners, technicians and leaders as needed by both internal and external customers while utilizing asafety-firstapproach and practicing STAR Values at all times. Team members will be proficient inutilizingthe VCU Health web based on call schedule to bothdeterminetheappropriate teammembers to page and toadjusttheon-callschedule as requested by callers. Proficiencyin the use of Spok Smart Consoleis required toperform duties to include, but not limited to, paging VCU Health team members, assigning pager coverage and activating or deactivating pagers. Team members will also be proficient inutilizingthe Spok Smart Center Oracle Database to manage team members' inclusion and removal from emergency notification and mass notification paging groups. Team members are expected tomaintainan average call rating of 90% or better asdeterminedthrough monthly call reviews performed by department leadership.

General Information

Provides general information andassistanceto patients, VCU Health team members, non-VCU Healthpractitionersand thegeneral public. Assistanceprovided will include, but is not limited to,forwardingcallers to clinics,departmentsor nursing units within the VCU Health network, verifying appointmentsutilizingthe VCU Health scheduling platform (Epic), providing directions or contact information to callers and communicating general information about services provided by VCU Health. Team members will update listings for patients in the Spok Smart Console application, as needed, to include legal name for patients registered under computer generated name identifiers (XZpatients) and the status of patients identified as no information patients. Team members will perform these duties while ensuring HIPAA protected information is protected at all times.Team members are expected tomaintainan average call rating of 90% or better asdeterminedthrough monthly call reviews performed by department leadership.

Service Response Center Back Up

Providesbackup caller support to the VCU Health Service Response Center (SRC). Team members will obtain the information needed by the SRC to generate a ticket for theappropriate SupportServices Team while practicing STAR Values with all callers. Information will be communicated directly to SRC team members to minimize any delays in service to VCU Health patients and team members. Team members are expected tomaintainan average call rating of 90% or better asdeterminedthrough monthly call reviews performed by department leadership.

Knowledge of VCU Health

Displays knowledge of VCU Health facilities, services provided, medical terminology and informational resources available to both team members and patients through the performance of job duties. Communicates time sensitive information (clinic closings, traffic disruptions, changes in service locations or contact information) to team members and department leadership to ensure all team members areinformedand application data is updated.

Teamwork & Flex Hours

As a critical service area supporting VCU Health and ensuring patient safety, team members are expected to work collaboratively to bothidentifyproblem areas and provide solutions, especially as they may relate to patient safety. All Communications Center team members aredesignatedas essential staff by VCU Health policy.As such, team members are expected torotateholidays and weekends and are also expected to report to work, as scheduled, during inclement weather or disaster incidents. Team members are expected to be flexible with schedule to ensure continuity of staffing. This may include short- or long-term shift reassignment or overtime to ensure minimum safe staffing needed to continue to provide services.

Miscellaneous Responsibilities

Performs other duties as assigned and/orparticipatesin special projects to support the mission of VCU Health and the Communications Center.Provides assistance toteam members.Acceptsalternate assignments, asrequired, graciously.Assistsin mentoring and training new team members.

Patient Population: N/A

Employment Qualifications