Senior Call Representative, Public Safety Dispatch Center, Second Shift

Job Description

Senior Call Representative, Second Shift, Public Safety Dispatch Center

UC Health is hiring a full-time Senior Call Representative for the Public Safety Dispatch Center department. This is a second shift position with UC Health, LLC.

The Senior Call Representative will support Public Safety Dispatch Center delivering high-quality care to patients based on assessed needs, established standards of care and according to policy and procedures.

About UC Health, LLC

UC Health is an integrated academic health system serving Greater Cincinnati and Northern Kentucky. In partnership with the University of Cincinnati, UC Health combines clinical expertise and compassion with research and teaching-a combination that provides patients with options for even the most complex situations. Members of UC Health include: UC Medical Center, West Chester Hospital, Daniel Drake Center for Post-Acute Care, Bridgeway Pointe Assisted Living, University of Cincinnati Physicians and UC Health Ambulatory Services (with more than 900 board-certified clinicians and surgeons), Lindner Center of HOPE and several specialized institutes including: UC Gardner Neuroscience Institute and the University of Cincinnati Cancer Center. Many UC Health locations have received national recognition for outstanding quality and patient satisfaction. Learn more at uchealth.com.

Responsibilities

Job Responsibilities

Senior c all center representatives provide frontline oversight and demonstrate excellent proficiency in all skills required of a call center representative.

• • Performs at a high level of proficiency all duties required of a call center representative, including answering and routing of calls, processing on-call paging and emergency notification requests, processing of after-hours calls, and other duties.
  • Serves as first point of contact for frontline staff for calls requiring escalation, call concerns, and call questions during their assigned shift.
  • Determines need for and coordinates appropriate escalation of events to departmental leadership and system leadership as appropriate.
  • Assists with determining immediate staffing needs and identifying staff to fill shift deficiencies in immediate circumstances. Serves as first point of notification for shift call-offs and late arrivals.
  • Assists with training of new hires including completion of Daily Observation Reports, skill check-offs, and other progress reports.
  • Serves as mentor for new hires throughout onboarding process.
  • Coaches new and established hires on policies and procedures; assists with continuing education and reinforcement.
  • Assists with development of training documents for new or changing processes.
  • Identifies areas of opportunity for process/performance improvement and continuing education.
  • Assists with training of new hires including completion of Daily Observation Reports, skill check-offs, and other progress reports.
  • Serves as mentor for new hires throughout onboarding process.
  • Coaches new and established hires on policies and procedures; assists with continuing education and reinforcement.
  • Assists with development of training documents for new or changing processes.
  • Identifies areas of opportunity for process/performance improvement and continuing education.
  • Exercises sound judgment under stressful circumstances and quickly analyzes situations to form action plans and viable conclusions.
  • Provides exceptional customer service to internal and external customers.
  • Demonstrates exceptional interpersonal communications and conflict resolution skills.
  • Demonstrates exceptional critical thinking skills and maintains situational awareness.
  • Communicates effectively, concisely, and articulately in oral and written form; demonstrates excellent listening skills and diction.
  • Handles sensitive inquiries and information with strict confidentiality.

Qualifications

Education and Experience Requirements:

• High School Diploma or GED required. Associate's Degree preferred.
• APCO Communications Training Officer (CTO) or equivalent communications training certification must be obtained within one year of employment
• A minimum of 3 - 5 years of previous experience in healthcare, call center, customer service or related fields is required with 6 - 10 years of experience preferred.
• Must have maintained continuous employment as a UC Health Call Center Representative for minimum of one year .
• Must have received at minimum an effective performance review and not be on current corrective action of Written Warning or higher.
• Must be able to work effectively in a stressful, fast-paced environment.
• Ability to carry out detailed and complicated procedures and instructions according to standard operating procedure; ability to remain calm and effectively communicate under pressure and unusual circumstances; and ability to multitask on a consistent basis.
• Exercise reasonable independent judgment to determine priorities for service response in accordance with established procedures and protocols.
• Exercise sound judgment under stressful circumstances; communicate effectively, concisely, and articulately in oral form; develop and maintain effective working relationships with supervisors, associates, other agency representatives and general public; handle sensitive inquiries and contacts with officials and general public; demonstrate excellent hearing and diction; analyze situations, establish facts and formulate viable conclusions; document all activities performed. At all times maintains strict confidentiality.

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