University of Rochester · 4 hours ago
Communications CTR Coord II
Rochester, New York Metropolitan Area
Full-time
Onsite
Entry, Mid Level
$18.71/hr - $25.27/hr
2+ years expThe University of Rochester is defined by a deep commitment to Meliora - Ever Better. They are seeking a Communications Center Coordinator II who will manage incoming patient information requests, handle emergency responses, and support hospital staff through effective communication.
Health CareMedical
Responsibilities
Receives telephone calls and processes pages for physician and hospital staff members
Handles and makes emergency and informational overhead announcements
Receives telephone calls and processes patient information and clinical directory assistance
Participate in weekend on-call responsibilities to ensure coverage of all weekend shifts
Has direct patient contact when replacing patient phone equipment
Handles all emergency alarms and codes for critical patient care issues, including Adult Codes, Pediatric Codes, Stroke Codes, Rapid Response Teams, Adult Trauma, Pediatric Trauma, Adult DART (Difficult Airway) Codes, Pediatric DART Codes etc., and makes emergency pages via pager groups and overhead announcements
Acts as after-hours answering service as contracted
Participate in on-call change responsibilities as needed to assure 24/7 coverage
Troubleshoot and program pager accounts and group pager listings
Handle incoming patient information requests - using complex thinking and problem-solving skills; independently answer, triage and route phone calls related to patient information
Handles incoming patient information requests using complex thinking and problem-solving skills
Answers, triages, and routes phone calls related to paging requests and patient information
Answers a large volume of incoming calls, using expert knowledge to respond to individual patient needs, while responding to specific protocols of medical departments
Monitors emergency STAT line and reacts immediately to incoming alarms
Guides caller to calmly provide detailed information for emergency and its location
Accurately pages out STAT page to correct group pager and clearly states the location and specific issue with an overhead page
Navigates difficult requests for patients with restricted visitor access
Informs callers of SMH policy and independently determines appropriate next steps based on individual situations
Handles sensitive patient information in accordance with HIPAA standards
Utilizes independent judgment to determine when situations warrant escalation to Department Management, Administrator On-Call, Security, and/or Public Relations
Connects calls to patients, units, and hospital departments
Accurately and efficiently uses appropriate business systems and/or software to navigate, interpret and analyze, report, troubleshoot, record information, and documents problem resolutions
Provides after-hours answering service for multiple departments, accurately gathering information specific to each department protocol
De-escalates situations involving dissatisfied customers, offering patient assistance and support
Monitors nurse call panel and responds immediately to incoming alarms
Quickly and accurately pages appropriate emergency response team through the paging system
Assists in training new Communications Center staff in job functions, hospital protocols, departmental protocols, and communications center policies and procedures
Assists staff by providing over-the-phone guidance in use of the automated page system
Places emergency medical tones and overhead pages via appropriate devices
Performs disaster and emergency procedures and protocols
Updates office procedures/protocols in paging system, resource books, and manuals
Converts computerized automated systems to back-up system, as needed, during downtime, and makes necessary notifications
Provides specialized telephone equipment for inpatients with special needs
Troubleshoots equipment problems, files problem report, and makes necessary contacts for resolution
Researches and resolves paging issues which may impact or delay patient care
Completes fast and accurate keyboard data entry
Processes pages as directed on a computer-based paging system
Updates patient status and conditions
Makes on-call schedule changes in the paging database and updates departmental hard copies
Verifies and updates patient status for the patient census/directory
Other duties as assigned
Qualification
Required
High School Diploma (required)
Ability to work as a team required
Proficiency with Microsoft office computer skills required
Strong communications, listening and customer service skills required
Ability to handle a large volume of calls and work under pressure required
Excellent interpersonal skills required
Ability to expedite incoming calls to adhere to department phone statistical expectations required
Preferred
Communications or Business Degree (preferred)
2-5 years hospital and/or call center and/ or customer service experience or equivalent combination of education and experience (preferred)
Company
University of Rochester
The University of Rochester is a private research university located in Rochester, New York.
10001+ employees
H1B Sponsorship
University of Rochester has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (234)
2024 (126)
2023 (130)
2022 (106)
2021 (100)
2020 (92)
Funding
Current Stage
Late StageTotal Funding
$20.43MKey Investors
National Science FoundationUnitedHealthcareSociety to Improve Diagnosis in Medicine
2023-09-25Grant· $18M
2023-07-26Grant· $0.07M
2022-09-20Grant· $0.05M
Leadership Team
David Linehan
Chief Executive Officer
Recent News
2025-12-04
Company data provided by crunchbase