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Communications Team Lead - Back-Half Nights

Company:
SCL Health
Location:
Lafayette, CO
Post Date:
August 15, 2022
Job Status:
Full-Time
Description:

Third/Night Shift: Every Thursday, Friday, and Saturday along with every other Wednesday.

 

 

 

You.

 

You bring your body, mind, heart and spirit to your work as a Communications Team Lead  Communications Center.

 

Youre generous with your thoughts, your partnerships and especially your voice, because your opinion matters.

 

Youre great at what you do, but you want to be part of something even greater. Because you believe that while individuals can be strong, the right team is invincible.

 

 

 

Us.

 

System Services is our Corporate Headquarters in Broomfield, Colorado and is located within the Oracle campus. SCL Health is a faith-based, nonprofit healthcare organization dedicated to improving the well-being of the people we serve. 

 

Benefits are one of the ways we encourage health for you and your family. Our generous package includes medical, dental and vision coverage. But health is more than a well-working body: it encompasses body, mind and social well-being. To that end, weve launched a Healthy Living program to address your holistic health. Healthy Living includes financial incentives, digital tools, tobacco cessation, classes, counseling and paid time off. We also offer financial wellness tools and retirement planning. 

 

We.

 

Together well align mission and careers, values and workplace. Well encourage joy and take pride in our integrity.

 

Well laugh at each others jokes (even the bad ones). Well hello and high five. Well celebrate milestones and acknowledge the value of spirituality in healing.

 

Were proud of what we know, which includes how much there is to learn.

 

 

 

Your day.

 

As a Communications Team Lead  Communications Center you need to know how to:

 

The Communications lead provides shift oversight and is an essential member of the Communications Center team, which operates 24 hours a day and seven days a week. The communications center provides a critical service to SCL Health facilities through centralized coordination of communications services. As the first point of contact for in-facility emergencies and the general public seeking information, a successful candidate will be able to balance excellent customer service with the ability to handle emergency situations quickly and decisively.

 

 

 

Lead:

 
     
  • Provide support to Specialists by answering questions, and providing training as needed on:  
     
       
       
    • New policies and procedures
    •  
       
    • Continuing education
    •  
       
    • Mock caller drills  
    •  
       
  •  
  • Takes escalated calls from Specialists.
  •  
  • Research caller concerns/complaints and provide immediate resolutions when possible.
  •  
  • Escalate issues or concerns to the call center supervisor or manager as appropriate. 
  •  
  • Maintain the After Hours on call schedule and perform updates to the schedule.
  •  
  • Answer, triage, and escalate calls to the Emergency Management hotline.
  •  
  • Respond to ad-hoc emergency communications requests.
  •  
  • Complete required training as assigned.
  •  
  • Recognize and report system problems, errors, or unexpected events in a timely fashion. 
  •  
  • Prepare written reports as needed.
  •  
  • Monitor multiple streams of information simultaneously and prioritize response actions
  •  
  • Provide excellent customer service.
  •  
  • Availability for on-call shifts and mandatory overtime
  •  
  • Must be able to respond to alternative work locations during emergency events to maintain the continuity of call center operations. 
  •  
  • Promotes mission, vision, and values of SCL Health and abides by service behavior standards.
  •  
  • Other duties as assigned.
  •  
 
     
  • Must be able to perform all duties and responsibilities of a Communications Specialist:
  •  
 

 

 

Emergency Response:
 

 

 
     
  • Provides a centralized 24-hour warning point service (private 911 operator) for covered facilities experiencing medical, facility, security, or weather-related emergency events. 
  •  
  • Answers, documents, and dispatches all incoming emergency line calls according to established protocols.   
     
       
       
    • Thoroughly and accurately document all calls.
    •  
       
    • Follows specific procedures for individual facilities. 
    •  
       
    • Initiates notifications via required modalities (Emergency Notification System, overhead paging, etc.) as quickly as possible with a high degree of accuracy.
    •  
       
  •  
  • Maintains a professional demeanor and adheres to established dispatch protocols at all times.
  •  
  • Monitor alarm systems (Fire alarms, infant abduction systems, nurse call systems, etc.) and respond accordingly per established protocols. 
  •  
  • Monitor video surveillance systems from multiple facilities  
     
       
       
    • Report any suspicious activity to security
    •  
       
    • Assist security in monitoring active incidents
    •  
       
  •  
  • Report any detected irregularities from monitored systems to the appropriate personnel per established protocols.
  •  
  • Monitors access control systems.
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  • Answers emergency help phones.
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  • Support other Specialists in emergencies as needed.
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  • Monitors for and triages reports of potential hazards that may impact facility operations and reports to the Administrator on call (AOC), Hospital Supervisor, or Emergency Management Duty Officer(s).
  •  
 

 

 

Call Center:
 

 

 
     
  • Respond to all incoming calls positively and effectively per established protocols
  •  
  • Accurately access systems to locate patients, associates, and providers to route callers or relayed information to the correct destination.
  •  
  • Respond to after-hours calls for covered practices and page staff and providers as needed and per established procedures.
  •  
  • Accurately documents all calls per established procedures. 
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  • Clearly and correctly conduct overhead page announcements per established protocols.
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  • Assist with the management of on-call schedules and entering call lists into appropriate systems.
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  • Perform other call center answering and call routing functions as necessary.
  •  
 

 

 

Your experience.

 

We hire people, not resumes. But we also expect excellence, which is why we require:

 

Knowledge, Skills and Abilities:

 

Required:

 

Strong technology proficiency, particularly in:

 
     
  • Office & call center software applications  
     
       
       
    •  
         
         
           
      • Microsoft Windows
      •  
           
      • Google Suite Applications (Mail, Docs, Sheets, etc.)
      •  
           
      • Everbridge
      •  
           
      • Genesys
      •  
           
    •  
       
  •  
  • Computer & phone hardware  
     
       
       
    •  
         
         
           
      • Ability to type a minimum of 35 wpm
      •  
           
      • Excellent English language communication skills (written and verbal)
      •  
           
      • Clear and effective phone skills
      •  
           
      • Ability to work as part of a team 
      •  
           
      • Excellent customer service aptitude 
      •  
           
      • Ability to multi-task and remain organized 
      •  
           
      • Ability to stay calm under pressure
      •  
           
      • Strong critical thinking skills
      •  
           
    •  
       
  •  
 

 

 

Preferred:

 
     
  • Proficiency in Spanish speaking (verbal)
  •  
 

 

 

 
 

 

 

Physical Demands & Work Environment:

 

While performing the duties of this position, individuals may be required to sit for extended periods using computer and telephone equipment in a typical office setting. May lift and carry up to 10 lbs. Will use a standard range of vision, hearing, and speaking. Frequently engages in mental concentration, analysis, and formulation.

 

 

 

 
 

 

 

Required:

 
     
  • High School Diploma or GED
  •  
  • ICS 100, 200 or within one year of hire
  •  
  • Minimum of three (3) years of experience working as a telephone operator, receptionist, or previous work in a professional business environment.
  •  
 

 

 

Preferred:

 
     
  • Previous emergency call taker training
  •  
  • Previous coursework in Medical Terminology
  •  
  • Undergraduate degree
  •  
  • Entry-level healthcare certifications (First Aid, CNA, EMT, etc.)
  •  
  • Amateur radio license (any level)
  •  
  • Previous experience working in a healthcare environment.
  •  
  • Previous experience answering emergency calls for assistance.
  •  
  • Previous experience managing teams or projects.
  •  
 

 

 

Your next move.

 

Now that you know more about being a Communications Team Lead  Communications Center on our team we hope youll join us. At SCL Health youll reaffirm every day how much you love this work, and why you were called to it in the first place.

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