State of Connecticut Executive Branch

UConn Health Lead Communications Operator (40 Hour) (1877FM)

$28.27-$36.60 Hourly / $2,261.46-$2,927.74 BiWeekly /
$59,024.00-$76,414.00 Yearly

PURPOSE OF JOB CLASS (NATURE OF WORK)

At the University of Connecticut Health Center this class is accountable for acting as a working supervisor for Communications Operators providing a communications link between hospital physicians, health care providers, patients and the public.

SUPERVISION RECEIVED

Receives general direction from an employee of higher grade.

SUPERVISION EXERCISED

Leads UConn Health Communications Operators and other staff as assigned.

EXAMPLES OF DUTIES

  • Plans office workflow; 
  • Determines priorities, schedules, assigns, and reviews work; 
  • Makes recommendations on current office practice and procedures that promote efficiencies;
  • Ensures quality customer service provided to physicians, hospital staff, providers and the public;
  • Responds to calls or inquiries of an unusual nature;
  • Provides staff training and assistance; 
  • Conducts or assists in conducting performance evaluations; 
  • Prepares and maintains reports and office records; 
  • Maintains established departmental/hospital policies and procedures; 
  • Acts as liaison with operating units, agencies, and outside officials regarding agency policies and procedures; 
  • Assists with contacting UConn Health Communicators Operators to meet staffing needs when necessary;
  • Performs the full range of duties as outlined in the UConn Health Communications Operator specification; 
  • May make recommendations on policies or standards; 
  • Performs related duties as required.

KNOWLEDGE, SKILL AND ABILITY

  • Considerable knowledge of 
    • agency policies and procedures;
    • desk console electronic telephone systems and procures;
    • customer service principles and practices;
    • medical terminology;
  • Considerable
    • interpersonal skills; 
    • oral and written communication skills; 
  • Considerable ability to
    • maintain personal composure in high stress situations;
    • exercise good independent judgement;
    • exercise discretion in handling confidential information;
  • Ability to utilize computer software; 
  • Supervisory ability.

MINIMUM QUALIFICATIONS - GENERAL EXPERIENCE

Two (2) years of experience providing a communications link between hospital physicians, health care providers, patients and the public.

MINIMUM QUALIFICATIONS - SPECIAL EXPERIENCE

One (1) year of the General Experience must have been at the level of a UConn Health Hospital Telephone Operator. 

WORKING CONDITIONS

Incumbents may be required to work in tiring positions performing repetitious and monotonous tasks for extended periods of time.

JOB CLASS DESIGNATION

Classified/Competitive

OCCUPATIONAL GROUP

(05)-Clerical/Secretarial

BARGAINING UNIT

(06)-SERVICE/MAINT (NP-2)

EEO

(4)-Secretarial/Clerical

SALARY INFORMATION

FM 17

ACKNOWLEDGEMENT

As defined by Sec. 5-196 of the Connecticut General Statutes, a job class is a position or group of positions that share general characteristics and are categorized under a single title for administrative purposes. As such, a job class is not meant to be all-inclusive of every task and/or responsibility.

CANCELLATION CLAUSE

New Class. (Established as a result of the NP-2 OJE Study Stipulated Agreement.) Item No. 23-207

EFFECTIVE DATE

05/19/2023
CLASS: 1877FM; EST: 5/19/2023; REV: 8/23/2023;