Communications Operator Lead

About the role

The Communications Coordinator is a leadership role responsible for overseeing the day-to-day operations of the hospital’s telecommunications and emergency communications systems. This individual assists the Supervisor in managing a team of Communications Specialists and ensures seamless, timely, and accurate internal and external communication throughout the hospital.

Responsibilities

• Lead, schedule, and supervise the daily activities of communications staff
• Participate in the training of new communication specialists
• Monitor staff performance, provide coaching and feedback, and conduct evaluations
• Develop and maintain training programs for new and existing staff
• Assist staff with complex, difficult or high priority calls, if needed
• Ensure all incoming and outgoing calls are handled efficiently, courteously, and in accordance with RWJBH policy and procedures
• Oversee the overhead paging system and ensure accurate, timely delivery of messages, overhead announcements, and alerts
• Maintain and regularly update staff directories, department contacts, and on-call schedules
• Monitor call logs and reports to ensure performance metrics and quality standards are met
• Ensure all staff are trained and competent in emergency code procedures (e.g., Medical, Facility and Security Alerts)
• Serve as the back-up to the Supervisor to communicate during hospital emergencies
• Document and audit emergency calls and code activations for compliance and quality improvement
• Answer and direct incoming calls to the appropriate departments or personnel in a timely and courteous manner
• Respond to general inquiries about hospital services, departments, visiting hours, and directions
• Provide support for internal communication during emergency codes or announcements
• Log and relay messages accurately, maintaining confidentiality and professionalism
• Collaborate with security and clinical teams for rapid coordination in urgent situations
• Operate hospital telecommunications console, paging systems, and emergency communication protocols
• Monitor communication systems and report technical issues to IT or facilities as needed
• Update and maintain internal directories and on-call rosters
• Compile data on critical calls, productivity, and service quality to optimize communication center efficiency

Requirements

• High school diploma
• Minimum 3–5 years of experience in a hospital or healthcare communications setting
• At least 1–2 years of supervisory or team lead experience required
• Proven experience as a telephone operator, receptionist, or communications role, preferably in a healthcare setting

Preferred

• Familiarity with medical terminology

Pay

$18.56 – $22.27 per hour (anticipated range; final offer depends on education, skills, and experience)

Schedule

• Full-time
• Day shift

Benefits

• Paid Time Off (PTO)
• Medical and prescription drug insurance
• Dental and vision insurance
• Retirement plans
• Short & long-term disability
• Life & accidental death insurance
• Tuition reimbursement
• Health Care/Dependent Care Flexible Spending Accounts
• Wellness programs
• Voluntary benefits (e.g., pet insurance)
• Discounts through partners such as NJ Devils, NJ PAC, Verizon, and more