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 Care Base Connection Specialist, you will ensure seamless communication and effective patient care intervention, directly impacting the operational efficiency across multiple CommonSpirit Health facilities. You will serve as the crucial hub for customer-facing administrative support, ensuring accurate caller direction and prompt clinical team alerts.

Every day, you will provide customer-facing administrative support, deploying critical thinking and technology to manage inbound calls, direct callers, and alert clinical teams to patient interventions, including medical/safety emergencies (code phone), patient information, messages, remote alarms, and on-call paging. Within 30 days, you will demonstrate proficiency in privacy, medical terminology, customer service, difficult caller management, tech adaptation, code phone/Aeroscout/Current Health dashboard protocols. You will consistently follow procedures and contribute to metric improvement.

To be successful in this role, you will possess strong critical thinking and technological adaptation skills, with an unwavering commitment to patient safety, privacy, and service excellence. Your professional demeanor, dedication, and proactive approach are essential for fostering precise communication, managing urgent situations, and ensuring efficient support across the diverse care continuum.

• Manage High-Volume Communications: Efficiently handle inbound and outbound calls for multiple hospital sites using advanced telecommunications hardware, software, and PBX platforms.
• Execute Emergency Response: Serve as the first point of contact for "Emergency Fire Life Safety Codes," managing alarms with speed, accuracy, and composure under pressure.
• Monitor Critical Safety Systems: Actively oversee patient-centric monitoring platforms and facility safety devices, including panic alarms and fire systems, to ensure immediate staff notification.
• Drive Process Compliance: Adhere strictly to hospital-based policies for emergency announcements, incident documentation, and multi-platform digital communication.
• Ensure System Integrity: Collaborate with medical center staff to conduct regular testing of safety and communication devices, reporting any malfunctions for immediate resolution.
• Deliver Culturally Competent Support: Utilize specialized communication tools to serve diverse patient populations, ensuring care and information are delivered with sensitivity and precision.

Required

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

Preferred

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