Data Information Specialist

Description Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines. Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work? Entity: Corporate Services Department: Contact Center PAH Location: 3930 Chestnut St. 6th Floor Hours: Hybrid, Day shift The Data Information Specialist within Corporate Operator Services (COS) enters data, reviews, and edits queries within the SPOK/MediCall database. The position includes completing daily updates received from an HR Feed into the SPOK/MediCall database as well as entering UPHS on-call information into the database in a timely manner. The Data Information Specialist also provides a review of UPHS physician/departmental on-call schedules and enters/confirms relevant information for the SPOK/MediCall database. In addition, they create, edit, and run standard database reports that support UPHS requests. The Data Information Specialist exercises judgment when reviewing multiple data sources to obtain pertinent and accurate information for Corporate Operator Services. As assigned, this position collaborates with and supports the On-call Schedule Analyst by performing basic data entry/transfer of UPHS practice/department on-call schedules to Contact Center on-call schedules. The Data Information Specialist handles on-call schedule information efficiently, accurately, and in a timely manner to ensure that frontline staff are able to easily read on-call schedules and determine the appropriate on-call physician. The Data Information Specialist must display a high degree of reliability, initiative, and decision-making ability. The position requires focused attention to details and accurate data entry, review, and edits. They must think critically, quickly, and carefully while making correct decisions. The Data Information Specialist must have a clear and concise communication style. They must remain calm and careful and display human qualities of empathy, compassion, kindness, and patience. The Data Information Specialist must exemplify Penn Medicine Core Values, a collaborative team spirit, and the ability to think creatively. This position requires proficiency in the use of the Contact Center's communication technology (e.g., SPOK, MediCall, eNotify, WebXchange, QGenda, Avaya, Online Phone book, Athena and Medview). Accountabilities Internal Clients • Ensures that internal entity clients find COS Contact Center services supportive and cost effective. • Ensures internal entity clients are aware of services offered. External Customers • Reviews UPHS and department service standards annually. • Ensures ease of access in obtaining a Communication Specialist in the Contact Center. Creates, edits, and reviews database queries, including: • Obtains new sources of UPHS information for data entry into the SPOK/MediCall database; updates information as appropriate. • Completes daily updates received via HR Feed to SPOK/MediCall database; reflects a thorough understanding of interface rules and processes. • Enters and confirms UPHS on-call information into the SPOK/MediCall database in a timely manner; provides for monthly review of UPHS physician/departmental on-call schedules. • Queries multiple databases and information sources to gather current information necessary for COS. • Exercises judgment when reviewing multiple data sources to obtain pertinent information for COS. • Reviews and assesses database information for consistency and accuracy. • Corrects inaccurate entries in the SPOK/MediCall database; deletes old/outdated UPHS information. Performs basic data entry functions related to practice/department on-call schedules. • Collaborates with and supports the On-call Schedule Analyst by performing basic data entry/transfer of UPHS practice/department on-call schedules to Contact Center on-call schedules. • Handles on-call schedule information efficiently, accurately, and in a timely manner to ensure that frontline staff are able to easily read on-call schedules and determine the appropriate on-call physician. • Assures that on-call schedules exist in WebXchange and QGenda; proactively informs On-call Schedule Analyst of any process issues, concerns, and changes that could impede a smooth on-call schedule process. As requested, actively participates in COS meetings related to the smooth implementation of on-call schedules in the Contact Center. • Manages information flow to all appropriate entities and individuals including changes and updates; coordinates and distributes COS information to the appropriate UPHS personnel. Collects database update forms from COS employees, reviews for accuracy, and confirms questionable/missing data. Contacts UPHS clinical practices, departments, and physicians to obtain accurate demographic and office information. Creates, edits, and runs standard database reports that support UPHS requests. • Develops reports to illustrate the utilization of Corporate Operator Services and resources. • Proofs the reports and information on an ongoing basis to assure utmost accuracy. Develops/maintains an accurate filing system; records/reports outstanding incidents, and issues appropriate paperwork. Performs special data projects and other duties as directed by COS Contact Center Manager. Demonstrates initiative, judgment, and creative thinking. • Demonstrates discretion when selecting pertinent data from multiple data sources. • Recommends improvement work processes, systems, as relevant and appropriate. Performs duties in accordance with Penn Medicine and entity values, policies, and procedures Other duties as assigned to support the unit, department, entity, and health system organization Minimum Requirements Required Education and Experience H.S. Diploma/GED is required. 3+ years Customer service experience is required. Experience with hospital communication console systems, databases, etc. is required. Experience in a healthcare setting is preferred. Experience at Penn Medicine is preferred Required Skills and Abilities Attentive to details and to accurate data entry, review, and edits Thinks critically to making accurate decisions quickly and efficiently Reliable and able to take initiative Handles sensitive and confidential informant with good judgment Acts professionally Professional telephone voice and manner with good diction, and acceptable grammar Responds to priority requests and meets deadlines Ability to read, understand, and follow verbal and written instructions Able to work within a busy, stressful, patient-focused environment; willingness to assist co-workers when needed Familiar with computer operation, including Windows and general system navigation Skilled in accurate and timely data entry/information transfer We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives. Live Your Life's Work We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law. REQNUMBER: 240840