Resource Center Associate - Hartford, CT

Connecticut Children's is the only health system in Connecticut that is 100% dedicated to children. Established on a legacy that spans more than 100 years, Connecticut Children's offers personalized medical care in more than 30 pediatric specialties across Connecticut and in two ...

Job description

Connecticut Children's is the only health system in Connecticut that is 100% dedicated to children. Established on a legacy that spans more than 100 years, Connecticut Children's offers personalized medical care in more than 30 pediatric specialties across Connecticut and in two other states. Our transformational growth establishes us as a destination for specialized medicine and enables us to reach more children in locations that are closer to home. Our breakthrough research, superior education and training, innovative community partnerships, and commitment to diversity, equity and inclusion provide a welcoming and inspiring environment for our patients, families and team members.

At Connecticut Children's, treating children isn't just our job – it's our passion. As a leading children's health system experiencing steady growth, we're excited to expand our team with exceptional team members who share our vision of transforming children's health and well-being as one team.

Under direct supervision, the Resource Center provides effective communication for Connecticut Children's by performing a variety of administrative support tasks for a specified department such as: answer internal and external calls to the Call Center; supply the knowledgebase to effectively translate appropriate information during emergent situations, activation of code blue and other medical emergencies, receive 5TEAM work request via Web Portal and phone and dispatch appropriately; dispatch patient transport, answering service, participate in emergency management activities, .perform word processing of correspondence, forms, reports and other materials, perform data entry or maintain established spreadsheets This position reports to the Resource Center Manager.

Answer Internal and External Calls to the Call Center

• Following department protocol, greet and direct callers using the proper scripting, greet internal staff and external visitors; accept and triage routine telephone calls, transferring appropriately; follow through as required to meet the needs of customers; accurately take answering service messages for Connecticut Specialty Group practices; communicates effectively, listens attentively, and speaks courteously, respond with a positive attitude to the customer's request, interacts with people openly, directly, tactfully and cooperatively, respond with understanding, compassion and patience; have knowledge of other departments and their functions of operation to handle customer requests confidently, sets high personal standards of performance, acts professionally, adhere to dress code, creates a positive work experience, is accountable for all actions, doesn't place blame, demonstrates good judgment, admit and learn from mistakes.

Code Blue and Other Medical Emergency Activations

• Effectively and efficiently activate emergencies using pagers, using established policies and procedures and use STAR to insure proper wording, document codes in log, and report any paging issues.

Receive 5TEAM Work Requests via Web Portal or Phone and Dispatch Appropriately

• Effectively utilize ISISPro work request system to receive and prioritize requests and dispatch to the appropriate service/trade personnel, respond with a positive attitude to the customer's request, document all non-online work requests on log.

Patient Transport Dispatch

• Receive incoming calls to Patient Transport line, obtain all pertinent patient information, enter into ISISPro dispatch module, page patient transport with task and close dispatch ticket when complete.

Answering Service

• Receive incoming calls to Answering Service line, page on call physician if urgent, document issues when calls are not returned, activate the chain of command, if necessary, non-urgent calls; take message and fax to department.

Emergency Management

• Remain calm and respond appropriately to emergency situations, respond in accordance to established DPH, Center of Excellence and Hospital Emergency Operations Procedures, ensure proper personnel are notified for the safety of staff, patients and families, follow direction from the incident commander during all code activations, accurately communicate all pertinent information during code activations, as each event differs, response procedures may require actions to be changed and/or combined, participate in regional and hospital emergency drills.

Administrative Support Activities

• Provide basic instruction and training to others in routine tasks and responsibilities of the position, maintains own competencies by attending training sessions as directed, performs a variety of routine assignments utilizing PC's to draft, edit, revise and print routine correspondence, documents, reports and other materials, enters data and maintains established files, spreadsheets or routine databases following clearly established procedures, initiates and processes data input with established policies and procedures for Support Services departments. (EVS, Food Service, bed tracking, linen distribution, Facility and Bio-Med), processes invoices for all service areas and when necessary, contact vendors, copies and duplicates materials as requested, prepares and transmits facsimiles, promptly reports incidents and completes necessary paperwork, utilizes equipment properly, special projects as assigned.

Education and/or Experience:

• Education Required: High School diploma or GED required.
• Experience Required: 1 to 3 years' experience directly related to the duties and responsibilities required, or equivalent.
• Experience using Microsoft operating system with beginner to intermediate skills in Word and Excel.

Knowledge, Skills and Abilities:

• Proficient computer skills
• Ability to follow routine verbal or written instructions.
• Ability to maintain confidentiality of information.
• Ability to gather data, compile information.
• Ability to organize resources and establish priorities.
• Ability to work collaboratively with all members of the Support Services team.
• Ability to demonstrate support for the mission, values and goals of the organization through behaviors that are consistent with the Connecticut Children's standards.