Resource Center Associate

Job Description

Under direct supervision, the Resource Center provides effective communication for Connecticut Children’s by performing a variety of administrative support tasks for a specified department such as: answer internal and external calls to the Call Center; supply the knowledgebase to effectively translate appropriate information during emergent situations, activation of code blue and other medical emergencies; receive 5

TEAM work requests via Web Portal and phone and dispatch appropriately; dispatch patient transport; answer service; participate in emergency management activities; perform word processing of correspondence, forms, reports and other materials; perform data entry or maintain established spreadsheets. This position reports to the Resource Center Manager.

• Answer Internal and External Calls to the Call Center
  • Following department protocol, greet and direct callers using proper scripting; accept and triage routine telephone calls; transfer appropriately; follow through as required; accurately take answering service messages for Connecticut Specialty Group practices; communicate effectively, listen attentively, speak courteously, respond with a positive attitude, interact with people openly, directly, tactfully and cooperatively; demonstrate good judgment and accountability; adhere to dress code; create a positive work experience.
• Code Blue and Other Medical Emergency Activations
  • Activate emergencies efficiently using pagers, established policies and procedures; use STAR to ensure proper wording; document codes in log; report any paging issues.
• Receive 5
  
  TEAM Work Requests via Web Portal or Phone and Dispatch Appropriately
  • Utilize ISISPro work request system to receive and prioritize requests and dispatch appropriate service personnel; document non‑online work requests on log.
• Patient Transport Dispatch
  • Receive calls to Patient Transport line, obtain patient information, enter into ISISPro dispatch module, page transport, close dispatch ticket when complete.
• Answering Service
  • Receive calls to answering service line, page on‑call physician if urgent, document issues when calls are not returned, activate chain of command; take message, fax to department.
• Emergency Management
  • Remain calm and respond appropriately; follow DPH, Center of Excellence, Hospital Emergency Operations procedures; ensure proper personnel notified for safety; follow incident commander direction; accurately communicate pertinent information; participate in regional and hospital emergency drills.
• Administrative Support Activities
  • Provide basic instruction and training to others; maintain competencies through training; draft, edit, revise routine correspondence, documents, reports; enter data and maintain files, spreadsheets, databases; initiate and process data input for support services departments; process invoices and contact vendors; copy and duplicate materials; transmit facsimiles; report incidents and complete paperwork; utilize equipment properly; assist with special projects.

• Education and/or Experience
  • Education required:
    
    High School diploma or GED.
  • Experience required: 1 to 3 years’ experience directly related to the duties, or equivalent.
  • Experience using Microsoft operating system with beginner to intermediate skills in Word and Excel.
• Knowledge,
  
  Skills and Abilities
  
  
  • Proficient computer skills.
  • Ability to follow routine verbal or written instructions.
  • Ability to maintain confidentiality of information.
  • Ability to gather data and compile information.
  • Ability to organize resources and establish priorities.
  • Ability to work collaboratively with all members of the Support Services team.
  • Ability to demonstrate support for the mission, values and goals of the organization in behaviors consistent with Connecticut Children’s standards.

Connecticut Children’s is the only health system in Connecticut that is 100% dedicated to children. Established on a legacy that spans more than 100 years, Connecticut Children’s offers personalized medical care in more than 30 pediatric specialties across Connecticut and in two other states. Our transformational growth establishes us as a destination for specialized medicine and enables us to reach more children in locations that are closer to home.

Our breakthrough research, superior education and training, innovative community partnerships, and commitment to diversity, equity and inclusion provide a welcoming and inspiring environment for our patients, families and team members.

At Connecticut Children’s, treating children isn’t just our job – it’s our passion. As a leading children’s health system experiencing steady growth, we’re excited to expand our team with exceptional team members who share our vision of transforming children’s health and well‑being as one team.