Today, Jefferson Health and its network of hospitals and physician practices serve patients throughout the Delaware Valley. We have a robust network of 18 hospitals, 3500 physicians, 9600 nurses, 3,876 licensed beds, and physician practices throughout the counties of:

• Bucks
• Camden
• Gloucester
• Montgomery
• Philadelphia

We are Philadelphia's second largest employer, and nationally ranked by US News & World Report in seven specialties including #2 Ophthalmology (Wills Eye), #9 Rehabilitation (MossRehab), #10 in Orthopedics (Rothman Orthopaedics at Jefferson Health, Philadelphia Hand to Shoulder Center, 3B Orthopedics, the Abington Orthopedic & Spine). Whether you're in the city or the suburbs, Jefferson Health provides the exceptional care you expect - close to home or work - through our broad family of primary care physicians and specialists. Jefferson Health is home to nationally ranked experts who provide a personalized care plan for you. Sidney Kimmel Cancer Center - Jefferson Health is one of only 70 NCI-designated cancer centers in the country. With more than 30,000 employees, we are the largest health system in the Philadelphia region by total licensed beds. And our work to improve lives is never done.
In keeping with Jefferson's Mission, We Improve Lives, it is our goal to recruit, retain, develop and reward highly-qualified employees. If you are enthusiastic, caring and dedicated to service excellence, we invite you to consider joining Jefferson. Jefferson encourages its employees to expand their knowledge and develop their careers through growth opportunities and continuing education.
Department Marketing Statement
Culture
We are a creative and collaborative team dedicated to outstanding professional work on behalf of our patients. Our goal is to meet our patients' needs and help them advocate for themselves and their family members. We believe our place in the community is as a healer, an activist, and a trusted friend. We perform our duties with empathy and compassion as we serve the needs of the underserved population of North Philadelphia. While we do have an academic component to our work, we strive to be community doctors who take pride in serving others. Join us...make a difference.
Responsibilities
The Communications Specialist serves as an ambassador for internal and external customers calling the main number of a Jefferson Health facility 24 hours a day, 7 days a week, and 365 days a year. The team is often the first point of contact for patients and family members to Jefferson Health so it is important that they provide service excellence to ensure a positive interaction by answering all calls with a "voice with a smile". The Communications Specialist is also responsible for assisting all internal callers with general contact information, call transfers, paging and related information, on-call schedules, and processing critical hospital codes.
Essential Functions
•Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson.
•Providing Service Excellence to all callers internal and external
•Promptly answers incoming calls and asks appropriate questions to properly direct the call
•Utilized all available resources so calls are directed timely and accurately
•Makes outbound calls when follow-up is needed
•Ensures urgent calls are handled with priority and escalation processes are utilized when necessary
•Communicates effectively with patients, physicians and other departments regarding delays
•Practices de-escalation and service recovery methods
•Consistently achieve team metric standards and expectations
•Provide a smooth transition for all internal and external customers by utilizing excellent customer service skills and effective communication
•Brings forth any compliance or ethics issues and recommendations for operational improvement
•Demonstrate reliability in daily work practices with a clear understanding of Jefferson Health policies and procedures
•Additional miscellaneous duties and responsibilities may be assigned by leadership
Competencies (Knowledge, Skills, and Abilities Required):
Telecommunications System - Spok, Paging, Paging Systems, Cell Phones and related systems and equipment
Computer Skills
Communication and Problem Solving
Multi-tasking - Ability to navigate multiple screens while talking
Medical Terminology
Qualifications
Minimum Education and Experience Requirements:
Education:
High school diploma or equivalent required
AND
Experience:
Salary Band I: No prior experience as a Communications Specialist/ Operators in a hospital, call center or comparable environment but works in a position with applicable customer service contact.
Salary Band II: 1-3 years of experience as a Communications Specialist/ Operator in a hospital, call center, or comparable environment with heavy customer service contact and telephone usage.
Salary Band III: 3-5 years of experience as a Communications Specialist/ Operator in a hospital, call center, or comparable environment with heavy customer service contact and telephone usage
Salary Band IV: 5 years of experience as a Communications Specialist/ Operator in a hospital, call center, or comparable environment with heavy customer service contact and telephone usage
Closing Statement
Jefferson includes Thomas Jefferson University and Jefferson Health, a dynamic university and health system with broad reach across the Delaware Valley. Jefferson is the second largest employer in Philadelphia and the largest health system in Philadelphia based on total licensed beds.
Through the merger of Thomas Jefferson University and Philadelphia University in 2017, our University includes ten colleges and four schools. We are an NCAA Division II university and an R2 national doctoral university offering undergraduate and graduate-level programs that provide students with a forward-thinking education in architecture, business, design, engineering, fashion and textiles, health, medicine and social science.
Jefferson Health, the clinical arm of Thomas Jefferson University, has grown from a three-hospital academic health center in 2015, to an 18-hospital health system through mergers and combinations that include hospitals at Abington Health, Aria Health, Kennedy Health, Magee Rehabilitation and Einstein Healthcare Network. We have over 50 outpatient and urgent care centers; ten Magnet®-designated hospitals (recognized by the ANCC for nursing excellence); the NCI-designated Sidney Kimmel Cancer Center (one of only 70 in the country and one of only two in the region); and one of the largest faculty-based telehealth networks in the country. In 2021, Jefferson Health became the sole owner of HealthPartners Plan, a not-for-profit health maintenance organization in Southeastern Pennsylvania. We are the first health system regionally to create an aligned payer-provider partnership.
Jefferson's mission, vision and values create an organization that attracts the best and the brightest students, faculty, staff, and healthcare professionals, as well as the most visionary leaders to drive exceptional results.

• OUR MISSION: We improve lives.
• OUR VISION: Reimagining health, education and discovery to create unparalleled value
• OUR VALUES: Put People First, Be Bold & Think Differently and Do the Right Thing

As an employer, Jefferson maintains a commitment to provide equal access to employment. Jefferson values diversity and encourages applications from women, members of minority groups, LGBTQ individuals, disabled individuals, and veterans.
Par Reference Code
106489