Care Base Connection Specialist

Inspired by faith. Driven by innovation. Powered by humankindness. CommonSpirit Health is building a healthier future for all through its integrated health services. As one of the nation’s largest nonprofit Catholic healthcare organizations, CommonSpirit Health delivers more than 20 million patient encounters annually through more than 2,300 clinics, care sites and 137 hospital-based locations, in addition to its home-based services and virtual care offerings. CommonSpirit has more than 157,000 employees, 45,000 nurses and 25,000 physicians and advanced practice providers across 24 states and contributes more than $4.2 billion annually in charity care, community benefits and unreimbursed government programs. Together with our patients, physicians, partners, and communities, we are creating a more just, equitable, and innovative healthcare delivery system.

As our Connection Specialist, you will serve as a vital link within CommonSpirit Health, working onsite at the National Clinical Connection Center in Phoenix, AZ. This specialized role involves expertly managing incoming communications for multiple hospitals, clinics, and ancillary areas across our ministry, utilizing critical thinking to ensure callers are accurately and efficiently directed.

Every day you will precisely use technology to identify caller needs, adeptly directing them to the correct location or department. A core responsibility includes promptly alerting appropriate clinical teams for any identified patient care interventions, ensuring rapid, accurate information flow to support optimal patient care and operational efficiency throughout our extensive network.

To be successful in this role, you will: possess exceptional critical thinking skills and the ability to efficiently navigate complex communication scenarios. Your precision in discerning caller needs and connecting them and relevant information, particularly for patient care interventions, is paramount. This demands a meticulous individual committed to strengthening healthcare connections within our dynamic environment.

• Promptly answer and manage all medical and safety emergency response calls (e.g., Code Phones, Fire/Life Safety alarms) according to established protocols.
• Direct hospital callers and gather accurate patient information to facilitate appropriate transfers and care coordination.
• Monitor and respond to remote patient monitoring alarms, promptly notifying clinical teams of critical alerts.
• Manage on-call provider paging and follow-up to ensure timely response and communication.
• Maintain proficiency in telecommunications hardware, software, PBX platforms, and multiple IT applications relevant to call center operations.
• Demonstrate exceptional customer service, cultural sensitivity, and the ability to adapt to rapid changes and challenging caller situations.

Required

• 2 years of customer service-related work experience demonstrating the requisite job knowledge skills/abilities 
• High School Graduate or High School GED

Preferred

• Experience in a hospital or healthcare environment 
• Medical Terminology
• Experience in a heavy phone service or call center environment