Schedule for this job will be as follows:

Sunday and Monday 4:00pm - 12:00am

Wednesday 8:30am - 5:00pm

Thursday and Friday 8:00am -4:30pm

Tuesday and Saturday OFF

Note: Training will take place on day shift and may last 3 months or longer.

Salary range: $15.00- $18.70

General Responsibilities

To work in the MIST (Medical Information Service via Telephone) service, an essential service at UAB Medicine. To respond to and appropriately route calls from physicians and health professionals; accurately and efficiently routing to the appropriate responder, facility or services, providing the highest level of service. Utilizes department, division, or service specific protocols and effective communication skills to conference caller and responder and monitor to ensure quality, document the call and redirect or add call participants as necessary. Facilitates timely communication and manages call conferencing technology to effect patient transfers, physician to physician consults, connections for patient access, outpatient appointments and follow-ups. Collaborates with Center for Patient Flow, Critical Care Transport and UAB eMedicine and Telemedicine services to facilitate the highest quality of communication, complying with ever-evolving service specific protocols, technology and Health System goals/initiatives while maintaining patient privacy and compliance. Key Duties & Responsibilities 1. Answers calls efficiently, effectively routing, teleconferencing callers with requested parties, responders and services and provides immediate access on a 24 hour, 7 day a week basis. 2. Consistently utilizes ever-evolving departmental and divisional protocols to route to UAB Medicine faculty and services for patient transfers, consultations, appointments and information. Teleconferences Center For Patient Flow representatives to ensure real-time patient placement availability and acceptance. 3. Acts as the advertised number to reach Critical Care Transport and its services and facilitates internal communication for CCT and Pediatric Critical Care Transport. 4. Monitors teleconferences to obtain call detail and enters information into our service-specific database. Information is critical to allow for quality, as well as to allow for tracking call recordings Page 2 of 3 used by corporate compliance, quality and legal at UAB. 5. Assists in a cooperative manner in covering shifts for an essential service, including inclement weather, holidays and emergency situations. 6. Alerts Supervisor, Manager or Director of call issues involving impediments to successful routing, connectivity to all appropriate parties, or issues involving protocol to allow for review and/or revision as necessary. 7. Collaborates with eMedicine and Telemedicine when developing protocol for inpatient transfers of patients from facilities covered by UAB Telemedicine. 8. Assists the Manager with physician/service information for all UAB Health System and UAB Affiliates including Children's Health System, UAB Callahan Eye Hospital, VA, UAB Highlands and HSF entities to identify new callers, keep our physician database of physicians including referring physicians current, and make changes for identification/contact purposes. 9. May assist with training and orientation of new personnel. 10. Performs other duties as assigned.

High School diploma or GED and two (2) years of customer service experience in a call center and/or healthcare setting required.