Telecommunications Operator
About the role
Often the first person to greet and guide patients and their family members into Beaumont Health, the operator performs the duties of answering and directing incoming telephone calls to promote a patient and family centered approach to health care delivery in alignment with the organization's mission and values, under general supervision in a centralized telecommunications system with global responsibilities for answering a high volume of calls for all Corewell Health East acute facilities. According to established procedures, the operator also provides patient information in a HIPAA compliant manner, operates the paging service for clinicians and other hospital staff, performs overhead announcements and pages various code situations, documenting when appropriate. The operator performs other duties as assigned.
As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.
Responsibilities
- Promptly processes high volume incoming and internal calls, transferring or conferencing the caller appropriately.
- Provides patient and employee information, while maintaining appropriate confidentiality.
- Uses multiple communication applications (including, but not limited to American Messaging, SPOK, Everbridge, overhead paging and appropriate information services) to connect or page clinicians and hospital personnel; maintains competency and fluency with all systems and related upgrades.
- Under direction of senior operators or supervisors, initiates communication processes for all appropriate codes (emergency, medical and communication) and performs overhead pages, as indicated.
- In a manner that supports Patient and Family Centered Care, provides information about promotions or services, performs a warm hand off, when requested; offers wayfinding assistance including driving directions, parking instructions, and building/department locations.
- Displays depth of knowledge in Corewell Health East providers, locations and services.
- Provides accurate documentation, as appropriate, including reporting in switchboard databases, changing or updating contact information or on-call coverage.
- Performs various clerical duties, as assigned.
- Follows all downtime and daily departmental processes and procedures at the direction of the senior operator and/or supervisor.
Qualifications
- High School Diploma or equivalent
- 6 months of relevant experience
- 3-6 months experience on a multi-line telephone system
- Experience with communication technology