Telecommunications Operator

About the Role

Responsible for receiving and dispatching 250-350 calls in an efficient and courteous manner for the Hospital and MEDNET Answering Service. Must have genuine interest and empathy in meeting the needs of patients, visitors, and staff. Must demonstrate the ability to work well under pressure and be flexible to schedule changes to meet department needs. Computer skills are required.

Responsibilities

• Greets visitors on the phone and in person in a professional, prompt, and courteous manner.
• Dispatches calls in a professional, prompt, accurate, and courteous manner.
• Refers to “department on call” lists to provide accurate information upon request.
• Updates AMION & MEDNET changes as they occur during shift.
• Inputs daily coverage for first shift.
• Answers and dispatches all emergency calls (similar to “911”), codes, elevator alarms, and emergency stat calls promptly and accurately in one ring or less in a calm manner.
• Responds to Fire Department and 800 MHz radio.
• Utilizes walkie-talkies as specified in accounts.
• Demonstrates excellent interpersonal skills with affiliated departments, staff, patients, and other outside contacts.
• Maintains emphasis on excellent customer service.
• Distributes A/V equipment as requested and assures the employee signs in/out; checks equipment upon return to assure wires/cords, etc. are in place.
• Provides pager management assistance on all shifts, including replacement of pagers, batteries, and troubleshooting.
• Maintains quality records/tickets in accounts in collaboration with clients.
• Performs all other related duties as assigned.

Requirements

• A High School diploma or equivalent is required.
• AMION on-call scheduling, customer service, and answering service knowledge is a plus.
• Reliable, well-groomed, and a team-player.
• Ability to work in a fast-paced environment.
• Exceptional interpersonal skills with the ability to display patience.
• Clear communication skills (written and verbal) using positive language, while speaking in a calm and cheerful manner.
• Ability to resolve potentially stressful callers’ interactions.
• Demonstrated excellence in the continuous handling of meticulous detail.
• Excellent data entry, proofreading, spelling, and typing skills.

About Us

Care New England Health System (CNE) and its member institutions—Butler Hospital, Women & Infants Hospital, Kent Hospital, VNA of Care New England, Integra, The Providence Center, and Care New England Medical Group—is a trusted, integrated health care organization that fuels the latest advances in medical research, attracts the nation’s top specialty-trained doctors, hones renowned services and innovative programs, and engages in the important discussions people need to have about their health and end-of-life wishes. Care New England is helping to transform the future of health care, providing a leading voice in the ongoing effort to ensure the health of the individuals and communities we serve.