Lead Pager Coordinator- Oakland

Paging Team Member

This position is Monday-Friday, daylight with no nights, weekends, or holidays! This position will offer a hybrid work from home opportunity, after specific training and benchmarks are met, but applicants must be located or willing to relocate within 1-hour of Pittsburgh. Previous call center experience is highly preferred!

Purpose:

Paging is used broadly across UPMC to ensure efficient and secure communication with healthcare staff and personnel. The Paging, OPR team is responsible for supporting all aspects of paging for Presbyterian, Shadyside, Western Psychiatric and other Oakland or corporate based groups. The team serves as the main point of contact for questions or issues regarding paging. This team oversees the paging process from start to finish, including maintenance. The team manages numerous tasks including processing requisitions, programing pager functions, training, and inventory management. The team also supports a pager loaner program in the event of urgent needs for pager replacement or repair. Responsibilities require the Paging team to multitask, maintain great customer service, and identify and escalate concerns in an efficient manner. The ideal candidate for this position will have proficient computer and communication skills and have prior experience working with voice communication technology. In addition, will function as a lead for problem resolution and technical expertise.

Responsibilities:

• Engage in department growth activities including onboarding, orientation, recruitment, and retention.
• Perform random audits of work to monitor performance and quality.
• Establish performance measurements for all processes including internal communication workflows.
• Investigate and resolve all issues presented by staff and escalate, as necessary.
• Monitor and adhere to data quality standards of information obtained and entered in the system.
• Identify areas for improvement of process and function. Provide input for service improvements or efficiencies.
• Provide client-oriented service to client community, patient, families, and visitors under the commitments of UPMC dedication to Service Excellence.
• Interact with requesting departments and vendors in the requisition, verification, distribution, and maintenance of pagers.
• Assist with programming of long range and in house pagers in the paging system for new and replacement pagers, including physical and virtual pager requests.
• Provide training to all clients (doctors, residents, administrative staff, housekeeping, etc.) on how to best utilize the pager system and provide clearly written and oral instruction.
• Maintain data base for paging directory.
• Manage and monitor pager supplies (batteries, clips, etc.).
• Perform audits and provide pager status reports upon request.
• Answer, complete, and provide status on trouble inquiries; appropriately escalate to the next level of leadership.
• Display attention to detail and the ability to multitask.
• Make appropriate decisions based on the established protocols.
• Exhibit strong interpersonal and communication skills, remaining professional and courteous when dealing with sensitive issues and stressful circumstances.
• Exhibit strong written and verbal communication skills.

High School diploma or equivalent is required.

2-3 years voice Communication/paging/technology experience required, including two (2) years of experience answering and processing calls through automated phone system or three (3) years of customer service experience.

Prior call center or operator experience preferred. Prior working experience on personal computers and various office equipment. Computer literacy/data entry skills.

Licensure, Certifications, and Clearances:

• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran