Lead Communications Administrator

THE MEDICAL HEART OF MARYLAND

Treating over 330,000 patients every year, the University of Maryland Medical Center is at the vital core of Maryland’s health care system and community. We’re known for our prestigious expertise in innovative research and education, along with the talented staff and advanced centers that make it all possible. The R Adams Cowley Shock Trauma Center, the world’s first center dedicated to trauma, treats more than 7,500 critically injured patients a year with an incredible 97 percent survival rate. We also have one of the nation’s largest kidney and pancreas transplant programs at The Joseph and Corinne Schwartz Division of Transplantation, home to Maryland’s first steroid-free protocol and pancreas/kidney transplant. From our National Cancer Institute-designated UM Marlene and Stewart Greenebaum Cancer Center to The University of Maryland’s Children’s Hospital, one of the largest pediatric centers in the state, we are dedicated to saving and transforming lives.

1. General Summary

Under general supervision, using a customer service orientation provides support for security, safety and emergency management in accordance with the applicable requirements of The Joint Commission. Receives requests for service and performs call center communication services for transport, emergency repairs, general operations and maintenance, environmental services, linen, safety and security alerts and construction requests. Investigates and communicates the status of the requests to the customer and provides administrative support for relevant departments to address the outstanding issues. Multidisciplinary support for researching, collecting, and preparing data for processing, spreadsheet applications and data management in performing tasks.

Responsible for conducting training, mentoring staff, assigning duties related to clinical emergency calls and producing daily shift reports for awareness and to help improve processes and performance.  May also be asked to fill in for the supervisor when the supervisor is not available.

1. Principal Responsibilities and Tasks
   
    

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  They are not to be construed as an exhaustive list of all job duties performed by personnel.

1. 1. Receives, prioritizes, and keeps detailed records of all incoming requests for service and support during emergency and nonemergency events, including life-threatening situations. Records date, time, caller, and operator responsible for activating emergency call protocol as required by The Joint Commission.
   2. Operates central telephone equipment by quickly answering incoming calls to support patients, staff and visitors for the Downtown and/or Midtown campuses in the Medical System.  Promptly and accurately transfers calls or provides the requested service according to departmental and support groups’ policies and procedures.
   3. Transmits requests via a multi-line telephone console, multi-channel radio dispatch computer system, FAX, computer terminal(s), pagers, and public announcement and mass notification systems.
   4.  Monitoring various fire, security, safety and medical emergency events by critical alarm systems / panels (i.e., radiation, generator, security and fire alarms, elevator entrapment, oxygen, water, medical air and gases, i.e. nitrogen).
   5. Activates overhead announcements and paging alerts according to departmental and support groups’ policy and procedures. Contacts affected department(s) to get specific information including exact location and nature of the emergency.  Ensures that appropriate service and clinical support team(s) respond to emergency calls.
   6. Performs daily Test Pages to ensure response teams are contacted during clinical emergencies.
   7. Uses designated applications to query patient information and provides information to the public while ensuring compliance with HIPAA privacy and security regulations according to hospital guidelines and departmental procedures.
   8. Participates and coordinates with the Safety and Environmental Health team to initiate quarterly fire drills once per shift per quarter in each building as required by The Joint Commission.
   9. Supports and coordinates with Facilities/Operations/Maintenance during scheduled equipment functional checks in accordance with department and affected support group's standard procedures and/or policies, i.e. alarm testing. 
   10. Communicates critical infrastructure, maintenance, security and safety issues to appropriate leadership and all affected personnel with service status updates and reports.
   11. Receives and promptly delivers messages which have a safety and/or medical urgency or necessity to residents, physicians, and patients according to departmental procedure.
   12. Provides telephone paging services for physicians and other designated personnel.  Performs data entry of changes in department numbers, pager numbers, and medical and surgical schedules.
   13. Processes and maintains customer service requests and patient care support group’s data in various computer systems (work order management system, patient care food/medication data system). Advises service request status to the customer and support service groups.
   14. Records issues, policy changes, facility emergencies and major disturbances in the work order management system with detailed / professional data.  Uses the appropriate channel to communicates to team, designee and manager.
   15. Prepare documents, reports, charts, tables, graphs, meeting summaries and other materials to support department projects and programs.
   16. Provides support for special projects and assignments. Researches, analyzes, and monitors activities / information as appropriate.  Prepares reports and communicates information to team, designee and manager. 
   17. Plans / facilitates customer and support group's educational sessions focused on various presentations and simulations for developing quality work relationships; understanding the work flow and service provisions of each other.
   18. Participates in the development and review of training materials, operational standards, policies, procedures and protocols.
   19. Performs other duties as assigned.

TEAM LEADER SPECIFIC DUTIES

1. 1. Supports the training of Communications Administrators acting as a coach while providing guidance on the more complex phases of their work.
   2. Provides general troubleshooting and maintenance of equipment/technology. Ensures uninterrupted service of phone and paging equipment. 
   3. Engages the IT Department and outside vendors to coordinate and effect equipment repairs and systems access. 
   4. Generates shift reports and provides information to assist in performance evaluations and process improvement initiatives.
   5. Acts as main contact for the call center in the absence of the supervisor and/or manager.
   6. Performs other duties as assigned.

• III.         Education and Experience

   

• Associates degree in a related business or technical discipline with evidence (college course, certificate program) of crisis intervention training and experience with stress management OR High School Diploma or equivalent (GED) with 2 years of experience working in a call center. 
• Three years of experience as a progressive Communications Administrator OR Minimum two years of experience as a team leader/supervisor in a call center or related administrative or technical support position responsible for supporting two to six incumbents.
• Experience in handling a range of equipment and systems including computers is required.
• General knowledge of medical terminology, experience in the healthcare field, customer service, radio broadcasting, maintenance work order management and/or dispatching for security or emergency response are preferred
• Knowledge, Skills and Abilities
• 1. Ability to read, write and speak English in a clear and articulate manner is required. Highly effective interpersonal and verbal communication skills including effective listening and problem-solving skills are required.  Must utilize professional etiquette and service callers in a tactful and courteous manner.
  2. Ability to work weekends, and have flexibility for a shift change or emergency shift coverage, as needed.  Attends quarterly Division Meetings and monthly Department Meetings.
  3. Strong organizational, interpersonal, facilitative skills with excellent written and verbal communication skills. 
  4. Ability to work in highly stressful situations and stay calm while collecting vital information from callers to determine the severity and location of an emergency, including the ability to offer safety recommendations based on commonly used practices such as R.A.C.E and P.A.S.S.
  5. Demonstrated ability to accurately type and enter data while concurrently handling multiple communication channels such as radio, telephone and online messaging.  Attention to detail and multi-tasking capability is required.
  6. General knowledge of various software programs (i.e., MS Office, electronic notifications, public announcement systems, electronic work order database).
  7. Must have the ability to master the use of various office-related equipment used in the call center, including but not limited to a multi-line telephone and multi-function communication consoles.
  8. Ability to understand division practices, procedures and protocols, and layout of the hospital.
  9. Ability to observe and enforce departmental and general UMMC policies and procedures, particularly relating to the practice of safety and security measures, contacting outside service contractors, on-call maintenance and medical staff as appropriate.                
  10. Ability to handle confidential issues with integrity and discretion while demonstrating/observing customer service and patient satisfaction practices whenever in contact with patients, visitors, staff and guests. 
  11. Ability to manage multiple priorities, work in a controlled environment, and resolve problems without assistance when appropriate.

All your information will be kept confidential according to EEO guidelines.

 Compensation

• Pay Range: $17.68- $24.76
• Other Compensation (if applicable):

Review the 2024-2025 UMMS Benefits Guide

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