Operator (Full-Time) - Telecommunications

About the role

The Telephone Operator serves as the first point of contact for incoming calls to the hospital, providing exceptional customer service and efficient call management. This role directs calls, answers inquiries, and supports hospital staff and patients by ensuring calls are routed to the appropriate department. Operators also process all incoming and outgoing mail for the hospital and maintain the mail room.

Responsibilities

• Answer, screen, and route incoming calls to appropriate departments, staff, or patient rooms in a professional and courteous manner.
• Provide general information to callers, such as hospital hours, visiting policies, and directions, while adhering to HIPAA regulations.
• Operate a multi-line telephone system and paging system to facilitate hospital-wide communication.
• Respond to emergency calls promptly, following established protocols to connect callers with medical staff or activate emergency codes.
• Participate in regular training and continuing education to stay updated with medical practices and enhance clinical skills.
• Manage incoming calls to a nurse triage line by collecting accurate information and coordinating with healthcare professionals to ensure timely and appropriate care.
• Other job duties as assigned.

Requirements

• Previous experience in customer service, call center, or physician office role preferred.
• Excellent verbal communication skills and a professional phone demeanor.
• Ability to multitask and remain calm under pressure in a fast-paced environment.
• Familiarity with telephone systems and basic computer skills (e.g., Microsoft Office).
• Knowledge of medical terminology and hospital operations is preferred.
• Strong attention to detail and adherence to confidentiality standards.

About Us

Founded in 1906, McLeod Health is a locally owned and managed, not-for-profit organization supported by the strength of more than 900 members on its medical staff and more than 2,900 licensed nurses. McLeod Health is composed of approximately 15,000 team members and more than 90 physician practices throughout its 18-county service area. With seven hospitals, McLeod Health operates three Health and Fitness Centers, a Sports Medicine and Outpatient Rehabilitation Center, Hospice, and Home Health Services. The system currently has 988 licensed beds, including Hospice and Behavioral Health.