Telecom Operator

About the role

The Telecommunication Operator position is responsible for the efficient operation and use of the switchboard and paging system to receive and relay calls or messages to the requested party or hospital area. This position assists patient, physicians and staff with general information and monitors all hospital alarm systems and serves as a vital link in the communication process during emergencies.

Responsibilities

The Telecommunication Operator position handles emergency calls requiring a high degree of reliability, accuracy, flexibility, critical thinking skills in stressful situations. This position strives to make the physical, emotional and spiritual needs of those served top priority and effectively communicates in a manner consistent with a customer service focus.

Key responsibilities include:

• Communicates pertinent information to co-workers to ensure proper handling and processing of calls when away from operator position.
• Responds positively and professionally to all calls and requests for information and assistance from patients, family members, physicians and others.
• Responds to incoming calls in a timely manner and directs caller to appropriate destination providing a smooth, clear and professionally courteous communication practice.
• Responds quickly and accurately to disaster and emergency situations according to department protocol.
• Announces emergencies through the overhead paging systems and facilitates communication during emergencies and disaster plans as appropriate.

Requirements

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)
• One year customer service experience
• Dispatching experience preferred
• Healthcare experience preferred

Skills and Abilities

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations
• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
• Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles
• Ability to understand telecommunications equipment and services including call processing, paging and audio monitoring systems
• Knowledge of personal computer functions and Windows-based software
• Ability to understand and resolve problems and defuse situations with empathy and compassion
• Excellent telephone customer service and professional interpersonal skills

Supplemental Requirements

Work attire: Business professional. Note that employees may be required to be on-call during emergencies (ie. Disaster, Severe Weather Events, etc) regardless of selection below. May require travel within the Houston Metropolitan area.