State of Connecticut Executive Branch

UConn Health Communications Operator (40 Hour) (1879FM)

$24.61-$32.14 Hourly / $1,968.78-$2,571.00 BiWeekly /
$51,385.00-$67,103.00 Yearly

PURPOSE OF JOB CLASS (NATURE OF WORK)

At the University of Connecticut Health Center this class is accountable for independently providing a communications link between hospital physicians, health care providers, patients and the public.

SUPERVISION RECEIVED

Works under the general supervision of a UConn Health Lead Communications Operator or other employee of higher grade.

EXAMPLES OF DUTIES

  • Serves as a central answering point for all incoming calls to the hospital campus and associated facilities;
  • Conducts all personal interactions with tact, courtesy and respect;
  • Utilizes the telecommunication system or computer-aided dispatch system to respond and direct all incoming calls to appropriate source, including communications with physicians, hospital staff and providers according to departmental policies and procedures;
  • Evaluates emergency or non-emergency situations, prioritizes and takes appropriate action including interpreting and relaying information to physicians, hospital staff and providers;
  • Responds to emergency call-line and takes appropriate action;
  • Activates rapid response teams by utilizing hospital paging and telephone system to alert hospital physicians, clinicians and other hospital staff to codes and provides individual follow-up when necessary;
  • Utilizes on-call schedule through Lightning Bolt and alerts departments and supervisors of any discrepancies and makes necessary changes in an emergency; 
  • Monitors climate control alarm systems and makes contact with assigned personnel as necessary;
  • Advises supervisor on all unusual or emergency incidents;
  • Logs communications received during shift and maintains records;
  • Obtains patient information to verify accuracy of system data including physicians and other hospital providers; 
  • Answers telephone inquiries and provides general information;
  • Connects caller with outside interpreter service when needed;
  • May serve as a mentor to less seasoned operators;
  • Performs related duties as required.

KNOWLEDGE, SKILL AND ABILITY

  • Knowledge of
    • agency policies and procedures;
    • desk console electronic telephone system and procedures;
    • customer service principles and practices;
    • medical terminology;
  • Skills
    • interpersonal skills; 
    • oral and written communication skills; 
  • Ability to
    • exercise discretion in handling confidential information;
    • interact successfully with the public;
    • speak clearly and distinctly in accordance with acceptable English usage;
    • maintain personal composure in high stress situations; 
    • exercise independent judgement; 
    • maintain records;
    • utilize computer software.

MINIMUM QUALIFICATIONS - GENERAL EXPERIENCE

Previous experience in emergency services, hospital answering service or hospital call center or other full-time medical experience is preferred.

MINIMUM QUALIFICATIONS - SUBSTITUTIONS ALLOWED

One (1) year of experience providing regular periodic telecommunications coverage in a state agency that provides medical/hospital services may be substituted for the General Experience.

WORKING CONDITIONS

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

COMPENSATION GUIDELINES

In accordance with applicable collective bargaining agreement's compensation guidelines.

JOB CLASS DESIGNATION

Classified/Non-Competitive

OCCUPATIONAL GROUP

(05)-Clerical/Secretarial

BARGAINING UNIT

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

EEO

(4)-Secretarial/Clerical

SALARY INFORMATION

FM 14

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: 1879FM; EST: 5/19/2023; REV: 8/23/2023;