Penn Medicine, University of Pennsylvania Health System · 2 hours ago
Communications Specialist Call Center
Philadelphia, PA
Full-time
Onsite
Entry Level
1+ years expPenn Medicine is dedicated to providing the highest level of care to patients and conducting innovative research. The Communication Specialist in the Corporate Operator Services answers and processes calls within the 24/7 Contact Center, ensuring excellent service and accurate information for all callers.
BiotechnologyEducationHealth CareMedicalTraining
Responsibilities
Answers and correctly processes incoming/outgoing calls for all hospitals within the University of Pennsylvania Healthcare System (UPHS)
Processes and maintains phone queues by answering calls for main numbers, physician answering service, internal “0” calls, and priority lines for all Penn Medicine hospitals
Provides quick and professional response to all call inquiries via communication technology and the use of online reference materials; effectively manages and efficiently uses all resources
Performs daily call handling functions for all UPHS hospitals and physicians, including:
Provides callers with patient and hospital information; seeks out/researches appropriate answers as appropriate
Transfers callers to patient rooms or hospital/clinical/administrative departments
Handles answering service calls and overhead paging
Provides on-call information and processing
Processes priority/emergency calls
Proficiently uses the department’s communication technology (e.g., MediCall, eNotify, WebXchange, QGenda, Avaya) to process calls according to UPHS and hospital policies, procedure, and guidelines
Processes and documents all code, STAT, trauma, and fire calls as well as internal/external disaster plan calls accurately and according to departmental procedures
Monitors and responds to all alarms located in the Contact Center; notifies necessary personnel according to departmental procedures
Enters complete, detailed, and easy-to-understand messages for physician answering service and overhead paging in the COS communication console system
Handles physician on-call communication and processing, including:
Demonstrates thorough understanding of UPHS physician on-call schedules; correctly pages the appropriate on-call physician on a 24/7 basis
Delivers physician answering service messages to the on-call physician within an appropriate timeframe based on the clinical nature of the message
Assists in entry of on-call schedules in appropriate databases, as appropriate
Accepts basic on-call coverage changes; relays information to other Communication Specialists, as appropriate
Transfers calls regarding complex on-call changes to a Lead Communication Specialist
Preserves confidentiality, privacy (HIPAA), and dignity of patients, visitors, and staff according to hospital policy
Understands and operates all back-up and disaster recovery functions including:
Software failsafe mode
Digital and overhead paging systems
Evacuation and disaster recovery procedures
Disaster recovery location equipment
Utilizes TDD phone for call processing with a hearing-impaired customer
Participates in group activations utilizing eNotify software
Supports onboarding, orientation, and training of new-hires via side-by-side observations and support; provides support to co-workers collegially as they become proficient with the processes/procedures of each hospital
Consistently meets acceptable monthly phone availability measures
Recommends improvement to work processes, systems, Customer Service, etc., as relevant and appropriate
Performs special projects and other duties as directed by a Lead Communications Specialist, Acting Lead Communication Specialist, or Contact Center Manager
Demonstrates responsiveness to work expectations; works as scheduled; exhibits regular and punctual attendance
Follows COS policies for time-off requests
Attends and participates in regularly scheduled operational meetings; reviews all minutes
Follows Penn Medicine and COS Customer Service guidelines with all callers
Speaks in a professional manner with all callers and Penn Medicine co-workers
Manages telephone interactions in a prompt, courteous, and informative manner
Listens carefully in order to respond appropriately, answer questions, or obtain needed information
Seeks clarity to ensure understanding; responds promptly and follows through
Presents information accurately, clearly, and concisely to callers and colleagues to ensure their understanding
Prepares concise, accurate, and well-organized documentation, as appropriate
Displays human qualities related to empathy, compassion, kindness, and patience
Displays human qualities related to empathy, compassion, kindness, and patience
Consistently meets acceptable Quality Assurance program scores
Accepts and follows through with constructive feedback, including results of QA monitoring/coaching sessions
Communicates sensitively with patients having possible hearing difficulties or memory/information processing difficulties
Confirms understanding of patient’s needs; arranges for translator or to have an English-speaking person talk with agent on behalf of the caller
Participates in entity and department-wide initiatives for patient/employee safety
Demonstrates an awareness of patient/employee safety when carrying out daily responsibilities of the position
Demonstrates an awareness of patient/employee safety when carrying out daily responsibilities of the position
Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
Other duties as assigned to support the unit, department, entity, and health system organization
Qualification
Required
H.S. Diploma/GED is required
1+ years Customer Service experience is required
Demonstrated ability to deliver results on a timely basis
Utilizes proper telephone etiquette
Basic computer knowledge and skills
Computers/Windows and system navigation experience
Experience in contact with the general public
Experience in hospital communication console systems for texting, paging, on-call scheduling, clinical alerting, etc
Must display a pleasing telephone voice and manner, good diction and tone, and professional grammar
Must have effective phone contact with UPHS/non-UPHS callers, physicians, hospital staff and the general public
Ability to remain calm and careful while performing urgent call processes
Ability to read, understand, and follow verbal and written instructions
Ability to work within a busy, patient-focused environment; willingness to assist co-workers when needed
Ability to maintain a professional demeanor at all times
Ability to communicate clearly and concisely
Must think critically and act quickly while making accurate decisions, especially during emergency situations
Ability to sit for 80% - 90% of the time at a computer
Previous experience in a Healthcare Setting
Previous experience within Penn Medicine
Benefits
Comprehensive compensation and benefits program
Prepaid tuition assistance programs
Company
Penn Medicine, University of Pennsylvania Health System
Penn Medicine is a world leader in academic medicine, setting the standard for cutting-edge research, compassionate patient care, and the education of future health care professionals.
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$70.9MKey Investors
BIRD FoundationWarren Alpert FoundationNational Cancer Institute
2025-01-22Grant
2023-01-03Grant· $9.7M
2022-08-18Grant· $5.7M
Leadership Team
Kevin Mahoney
Chief Executive Officer of University of Pennsylvania Health System
John Donohue
Vice President, Enterprise Services
Recent News
The Philadelphia Inquirer
2026-01-03
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