Communications Specialist (4407)

Position Summary:

The Communications Specialist is responsible for operating Trinity Health's centralized telephone and communication systems, ensuring all incoming and outgoing communications are handled promptly, accurately, and courteously. This role supports critical organizational functions by answering and routing calls, paging providers and personnel, initiating and coordinating emergency procedures, and monitoring alarms and security surveillance systems. Working as part of a collaborative and supportive communications team, the specialist must demonstrate strong customer service skills, the ability to remain calm under pressure, and the capacity to manage frequent interruptions while maintaining accuracy and professionalism. As a key point of contact for patients, staff, and the community, the Communications Specialist plays an essential role in supporting effective internal communication workflows and ensuring timely, helpful assistance across the organization.

Key Responsibilities:

• Answer and direct high volumes of incoming and outgoing calls using the centralized telephone system.
• Assist callers by providing information, transferring calls, and ensuring smooth communication transitions throughout the organization, while ensuring prompt, courteous, and accurate communication.
• Page providers and personnel, initiate emergency procedures, and coordinate overhead paging according to established protocols and the nature of each situation.
• Monitor alarms, security cameras, and communication equipment, escalating issues to appropriate staff when necessary.
• Maintain awareness of communication guidelines, departmental procedures, and operator protocols to ensure consistent service quality.
• Work efficiently during frequent interruptions, maintaining accuracy, composure, and adherence to communication standards in high pressure situations.

Licenses and Certifications Required:

• None

Educational Requirements:

• High School Diploma or equivalent preferred

Experience Requirements:

• Previous customer service skills required
• Previous experience with multiline phones preferred

Special Skills or Training Requirements:

• Exceptional communications skills required
• Excellent active listening skills
• Excellent speaking voice
• Microsoft Office experience preferred
• Computer skills
• Must have good typing skills
• Knowledge of basic office equipment, such as printers and fax machines
• Flexibility required
• Ability to work well under pressure
• Ability to follow directions and guidelines
• Exceptional organizational skills

Physical Requirements:

This role is primarily performed in a seated position within a communication center environment, requiring extended periods of computer use, telephone operation, and attentiveness to alarms and paging systems. The position demands continuous manual dexterity for typing, rapid call handling, and equipment operation, along with the ability to remain focused and responsive throughout long periods of repetitive tasks and high call volume.

Environmental Requirements:

Work is conducted in a fast paced, technology driven communication hub where frequent interruptions, urgent requests, and emergency situations are common. The role requires the ability to adapt quickly to changing priorities, maintain strict confidentiality, and operate effectively within a high stress environment. Exposure to constant auditory stimuli-including ringing phones, pagers, and alarm notifications-is expected, and the Specialist must consistently apply organizational communication protocols and safety procedures.