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.

This is an onsite position at our 3300 N 3rd Ave, Phoenix, AZ Care Base Command Center. 

This position performs customer facing administrative support duties for CommonSpirit Health, at the National Clinical Connection Center for multiple hospitals, clinics, and ancillary areas across the ministry. The Connection Specialist uses critical thinking skills to accurately and efficiently use the technology to identify the hospital the caller dialed, direct the caller to the correct location, and/or alert the correct clinical team of patient care interventions that may be needed.

Work includes

1) Answering inbound phone calls for hospital callers, directing callers to the appropriate location;

2) Promptly answering all medical and safety emergency response calls (code phone) for the hospitals and activates the associated emergency response teams using each facility's established protocols, and call trees;

3) Conducts gathering and validating of patient information using routine methods;

4) Accurately conveys patient information to clinical staff;

5) Manages messages appropriately;

6) Responds to remote patient monitoring alarms and promptly notifies the clinical team.

7) Manages on-call provider paging and follow-up to ensure timely response

Work requires within 30 days of hire the following knowledge and abilities:


● Knowledge of privacy and confidentiality standards.

● Knowledge of medical terminology.

● Telephone etiquette standards and the application of strong customer service skills.

● The ability to manage difficult caller situations and respond promptly to caller needs

● Ability to adapt quickly to changing technology and/or work demands/delay

● Medical and safety emergency response calls (code phone) proficiency - demonstrates an ability to answer the code phone utilizing designated scripting and proficiency in following procedures for all codes at each of the medical centers supported.

● Accurately responds to Aeroscout alerts - real-time and system testing

● Working knowledge of the Current Health dashboard and escalation processes.



An incumbent:

● Ability to follow proper channels of communication in handling routine and emergency phone calls.

● Follows established protocols/procedures

● Awareness of and strives to improve department metrics

• Answer all inbound calls in accordance with established procedures and metrics.
  
  
  
  
• • Maintains Proficiency in the use of telecommunications hardware and software and PBX platform as well as multiple IT applications.

• Uses technology to handle inbound and outbound calls supporting multiple hospitals and services to ensure patient care needs are managed appropriately.

• Initiates response to “Emergency Fire Life Safety Codes” and Emergency Alarms transmitted from sites/locations.
  
  
  ◦ Demonstrates the ability to manage Emergent Fire and Life Safety Codes in an expeditious, calm, process-driven, and clearly spoken fashion.
  
  
  ◦ Responds to callers to ensure the correct location.
  
  
  ◦ Makes emergency announcements according to hospital-based policies and creates and sends written information via multiple communication platforms for quick action.

• Cultural Sensitivity and Competence: Demonstrates proper use of communication tools/materials for effective communication and understands how the culture(s) of patient populations can affect communication, collaboration, and the provision of care, treatment, and services. Patient Population Served: Demonstrates knowledge and proper skills associated with the department’s defined specific populations served.

• • • Able to adapt to rapid changes.
• Utilization of Patient Monitoring Platforms:
  
  
  
  
  • Monitors additional patient-centric platforms (e.g., Current Health) and alerts on-call staff as indicated
  
  
  
  • Monitors fire life safety platforms/devices and reacts accordingly. Examples include but:
    
    
    ◦ Monitors personal panic alarm system (e.g., Aeroscout) and notifies security of alarm, device number, and device location
    
    
    ◦ Receives fire alarm notifications from more than a single facility. Identifies the facility and location of the alarm. Initiates Code Red procedure as indicated
  
  
  
  • Participates with medical center staff in regular and ongoing testing of various devices (e.g., Aeroscout, Code blue, code red, parking lot alert stations, elevator panic buttons, etc.…). In the event, an alarm system is not functioning as anticipated, alert medical center personnel immediately.
  
  
  
  • • Able to adapt to rapid changes.

Required

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

Preferred

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