Associate Telephone Operator - Per Diem, Rotating

About the role

This position is located in Lebanon, NH. Acts as first contact in assisting callers, patients and staff in placing, receiving calls in a 24x7 environment.

Responsibilities

• Solicit sufficient information from each caller to determine nature and urgency of call-in order to refer and/or respond appropriately.
• Receive, transfer, and place calls using appropriate telephone etiquette and standardized greeting.
• Exhibit superior listening skills utilizing reasoning, problem solving, quick responding, and comprehension/understanding skills.
• Promptly and courteously answer questions from external users and provide general information.
• Interact with all individuals in a professional manner, providing attention, support, and assistance to foster an environment of exceptional customer service.
• Maintain a pleasant and helpful demeanor and consistently demonstrate a professional attitude toward all internal users and external customers.
• Demonstrate proficient computer and telephone/paging skills.
• Demonstrate exceptional customer service skills.
• Demonstrate ability to perform with precision and accuracy for all switchboard processes for all emergency alarms, codes, or disaster incidents.
• Be proficient in multiple mass communication notification tools.
• Respond efficiently and accurately to emergency codes following designated procedures where applicable related to Code Blue, STAT Airway, STEMI, Stroke, and Trauma Team activations.
• Perform other duties as required or assigned.

Requirements

• High School Diploma or Equivalent.
• One (1) year working in a telephone-based customer service role, preferably a healthcare environment and/or one (1) year telecommunications experience required.
• Must be able to use computer/phone for extended periods of time.
• Demonstrated ability to use multiple software programs and equipment in a fast-paced environment while assisting others.
• Demonstrated communication and interpersonal service skills and ability to work both independently and as part of a team required.
• Demonstrated initiative and self-accountability with exceptional organizational and time management skills.
• Complying with D-H policies and standards for all actions related to their role.