Associate Telephone Operator - Per Diem, Rotating

About the role

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

Responsibilities

• Solicit sufficient information from each caller to determine the nature and urgency of the call in order to refer and/or respond appropriately.
• Receive, transfer, and place calls using appropriate telephone etiquette and a 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.
• Demonstrate proficient computer and telephone/paging skills.
• Maintain a pleasant and helpful demeanor and consistently demonstrate a professional attitude toward all internal users and external customers.
• Demonstrate an ability to perform with precision and accuracy for all switchboard processes, including emergency alarms, codes, or disaster incidents.
• Show proficiency in multiple mass communication notification tools.
• Respond efficiently and accurately to emergency codes following designated procedures 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 of experience working in a telephone-based customer service role, preferably in a healthcare environment, and/or one (1) year of telecommunications experience.
• Must be able to use a 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.
• Demonstrated initiative and self-accountability with exceptional organizational and time management skills.
• Comply with D-H policies and standards for all actions related to the role.