MIST Representative - Monday - Friday Days

Position Overview

Pay range: $15.00 - $18.70 / hour

Schedules: Monday - Friday 8 a.m. - 4:30 p.m.

Benefits and perks available for eligible positions include: robust educational assistance programs, generous paid time off, employee assistance and wellness programs, paid parental leave, qualifying employer for the Public Service Loan Forgiveness (PSLF) Program, plus more.

Job Description

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

• 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.
• 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.
• Acts as the advertised number to reach Critical Care Transport and its services and facilitates internal communication for CCT and Pediatric Critical Care Transport.
• 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 used by corporate compliance, quality and legal at UAB.
• Assists in a cooperative manner in covering shifts for an essential service, including inclement weather, holidays and emergency situations.
• 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.
• Collaborates with eMedicine and Telemedicine when developing protocol for inpatient transfers of patients from facilities covered by UAB Telemedicine.
• 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.
• May assist with training and orientation of new personnel.
• Performs other duties as assigned.

Qualifications

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

Why Work at UAB Medicine

We are UAB Medicine, Alabama’s largest and most comprehensive health system, recognized nationally for delivering world-class patient care, pioneering research, and cutting-edge medical education. We proudly serve more than 1.1 million patients each year – from every county in Alabama, all 50 states, and many countries around the world. Our network spans numerous hospitals, emergency departments, more than 67 other sites of care, and a team of over 2,200 physicians. Our key facilities include UAB Hospital – ranked the No. 1 hospital in Alabama by U.S. News & World Report and home to the state’s only ACS-verified Level I adult trauma center and Magnet-designated hospital – along with UAB Hospital-Callahan Eye and five UAB St. Vincent’s hospitals serving central Alabama.

UAB Medicine offers careers across a wide range of practice environments, from our internationally renowned academic medical center and award-winning community hospitals to our primary and specialty care clinics across the state. Whether you’re seeking the fast-paced learning environment of a tertiary care setting or the close-knit environment of a community facility, there’s a place for you on our team where you can become part of a mission-driven organization committed to delivering life-changing care. With nearly every medical specialty represented and unlimited opportunities for growth, you’ll find the right fit for your skills and career goals. We care for you by offering comprehensive, industry-leading benefit packages to support the individual preferences and circumstances of our diverse staff.