Telecommunications Operator I Per Diem

About the role

Efficiently answers multi-line switchboard console using professional telephone etiquette and console functions to transfer calls to destination without delay. Communicates directly with patients, clients, providers, and internal and external staff while utilizing computer-based systems. Activates time-sensitive clinical and emergency codes. Coordinates requests for auxiliary aides and services to ensure effective communication. Effectively communicates and collaborates in a team environment to ensure swift and accurate transfer of calls. Utilizes internal and external resources to resolve issues. Maintains a focus on customer service and patient confidentiality while adhering to all HIPAA regulations. Prioritizes calls and utilizes time effectively to accomplish desired results.

Responsibilities

• Receives, transfers, and places calls using appropriate telephone etiquette and standardized greeting.
• Promptly and courteously answers questions from the public and provides general information.
• Updates and maintains contact lists, including changes to provider on-call sheets.
• Knowledgeable of answering service procedures and related tasks.
• Accurately utilizes communication logbook and maintains filing systems according to department standards.
• Participates in training of switchboard new hires.
• Performs procedures for clinical codes and non-clinical emergency situations.
• Responds efficiently and accurately to emergency codes, including code phone and Hill-Rom, following designated procedures related to STAT C-sections, STEMI’s, Stroke Team, and Trauma Team activations, among others.
• Demonstrates an ability to perform in an accurate and precise manner in crisis and emergency situations when time is critical.
• Ability to readily access procedures for Command Center Activations.
• Handles switchboard processes for all other emergency alarms, codes, or disaster incidents.
• Demonstrates proficient computer and paging skills.
• Effectively utilizes Microsoft Office including Outlook, Excel, Word, and Teams.
• Responds promptly to email requests through Microsoft Outlook.
• Proficiently utilizes Switchboard phone and paging systems, as well as WDH computer applications and systems.
• Demonstrates robust knowledge of operator’s resources and telecommunications resources.
• Has knowledge of Smart Notice Notification System, pagers, basic pager functions, group paging, status change, and back up paging.
• Captures and coordinates requests for auxiliary aides and services to ensure effective communication.
• Captures and coordinates requests for on-site American Sign Language (ASL) and Limited English Patients (LEP) Interpreters.
• Communicates interpreter services calendar appointment details when requested.
• Exhibits exceptional customer service skills.
• Exhibits superior listening skills utilizing reasoning, problem solving, quick responding, and understanding skills.
• Interacts with all individuals in a professional manner, providing attention, support, and assistance to foster an environment of exceptional customer service.
• Maintains a pleasant and helpful demeanor and consistently demonstrates a professional attitude toward all internal and external customers.

Qualifications

• Performs the duties of Switchboard Operator.
• Minimum Experience Required: Six months of customer service experience in a high volume, fast paced professional setting.
• Experience Preferred/Desired: One year switchboard/multi-line phone experience in a hospital or medical facility. Call center experience or dispatch experience desired.
• Education Preferred/Desired: Associate degree.

Special Skills

• Ability to de-escalate difficult calls.
• Strong computer skills including knowledge of Microsoft Office and data entry.
• Strong, reading, writing, keyboarding, computer, and communication skills.
• Excellent interpersonal skills.
• Ability to multitask to ensure efficiency without compromising high-level accuracy and professionalism.
• Ability to work independently and in a team environment.
• Strong communication skills, both written and verbal.