Communications Operator - PBX Call Center

Responsibilities

• Channels all incoming calls.
• Connects patients, physicians and management with long distance calls.
• Documents international and physician toll calls.
• Responds to emergency calls following established protocols, notifying appropriate departments when alarms trigger, documenting and recording.
• Notifies personnel, physicians and clergy when deemed necessary.
• Aids callers by using audible page, digital or voice pagers, cell phone or radio.
• Operates hospital information system, TTY/TTD for the hearing impaired, acts as relay operator for hearing impaired, fax, Infant alarm, ITI alarm system (blue alerts, CRT’s, trauma stats, Neonate code blues, AED alarms, Chempac alarm, and panic alarms, refrigerator, freezer and incubator alarms), AT&T 8510 (electronic & security panic alarms).
• Maintains and views CCTV monitors, reporting unusual behavior inside or outside the hospital to security, recording and documenting all activities.
• Monitors and controls OB stairwell door air-phone, employee patio entrance & PBX entrance.
• Restricts and disengages patient telephones on an individual basis upon request from authorized person, as well as group restrictions/activations, on daily and nightly telephone use.
• Reports camera malfunction via email or telephone.
• Monitors and controls dock entrance doors, verifying proper identification before allowing entry.
• Maintains and posts interpreter list daily.
• Posts daily census.
• Provides appropriate employee and patient information, according to procedures.
• Makes announcements over PA system if approved by administration.

Qualifications

• Education: High school or equivalent required.
• Certifications/Licenses: N/A
• Skills: Telephone etiquette skills, computer skills, effective communication skills including the ability to speak clearly and audibly with acceptable voice quality. Ability to maintain composure during stressful demanding periods required. Bilingual preferred. Communications/switchboard experience preferred.

Other Responsibilities

• Affords behaviors and actions that create a high level of patient/customer satisfaction, positive patient/customer relations, and respect for the patient’s/customer’s rights needs, and confidentiality.
• Demonstrates effective communication and human relations skills, which promote harmony and teamwork.
• Presents behaviors and actions that maintain the hospital’s credibility, integrity, and positive image.
• Demonstrates behaviors and actions that support the mission, goals, and operations of the hospital and which contribute to continuous service improvement.
• Assists with special projects as assigned.
• Accurately interprets and communicates Human Resources Policies and Procedures.
• Exhibits flexibility, adapting readily to changes in the work environment or work schedule.
• Maintains a positive attitude, even during periods of stress.
• Assumes responsibility for professional growth and development.
• Maintains positive attendance and communicates in advance any absence from work.
• Adheres to all patient and environmental safety policies and procedures.

Work Schedule

Full Time, 2PM - 10:30PM.