Telecommunications Operator - PT- Per Diem

Capital Health is the region's leader in providing progressive, quality patient care with significant investments in exceptional physicians, nurses, and staff, as well as advanced technology. Capital Health is a dynamic healthcare resource accredited by the DNV, including two hospitals, an outpatient center, a satellite ED, and an expansive network of primary and specialty care. Capital Health Medical Group consists of over 600 physicians and providers offering primary and specialty care, as well as hospital-based services.

About the Role

Demonstrates ability to effectively operate the switchboard console for routing internal and external calls. Initiates and coordinates all established codes throughout Capital Health in accordance with policy. References and utilizes organization on-call schedules including physician, operating room, laboratory, and anesthesia departments. Provides language and hearing specialized services to patients, physicians, and the community. Monitors mechanical, gas, and fire alarms centralized in the switchboard area.

Requirements

• High school diploma or equivalency.
• Six months of previous customer service experience utilizing voice communication over the telephone.
• Clear communication skills and fluency in English.
• Excellent customer service skills.
• Formal customer service training preferred.

Responsibilities

• Use established scripts in answering and processing calls.
• Transfer internal calls successfully within the established time frame.
• Route calls to requested destinations within the established time frame.
• Place callers on hold as required without call termination.
• Operate overhead paging as needed within assigned guidelines.
• Utilize internal and external pagers to notify appropriate personnel within the established time frame.
• Answer code telephones within two rings and obtain pertinent information for code initiation and location.
• Utilize the overhead paging system to announce emergency codes in accordance with hospital policy.
• Log code events promptly and accurately.
• Segregate requests for hospital personnel by distinguishing between the need for a technician or a physician.
• Reference on-call personnel by department to find appropriate staff within established time frames.
• Notify on-call personnel using the established mode of communication within the appropriate time frame.
• Reference schedules accurately based on time and date.
• Set up schedules for the following calendar day as required daily.
• Notify the desired interpreter without delay for appropriate language needs.
• Make connections between interpreter and patient within the required time frame.
• Use appropriate client identification numbers for specific interpreter services or vendors.
• Provide equipment to hearing-impaired patients through the Security Department.
• Complete forms and obtain signatures for the release of equipment.
• Associate ring tone with the appropriate type of alarm within the established time frame.
• Silence alarms as required.
• Notify appropriate hospital personnel to resolve issues within established guidelines.
• Follow up on resolution as needed and provide information to other affected departments within established time frames.
• Perform other duties as assigned.

Physical Demands and Work Environment

• Frequent physical demands: Keyboard use/repetitive motion, taste or smell.
• Occasional physical demands: Standing, walking, climbing (e.g., stairs or ladders), carrying objects, pushing/pulling, twisting, bending, reaching forward, reaching overhead, squat/kneel/crawl, wrist position deviation, pinching/fine motor activities.
• Continuous physical demands: Sitting, talking, or hearing.
• Lifting requirements: Floor to waist: 15 lbs; Waist level and above: 10 lbs.
• Sensory requirements: Accurate near vision, accurate far vision, color discrimination, moderate depth perception, accurate hearing.
• Anticipated occupational exposure risks: Bloodborne pathogens, chemicals, airborne communicable diseases, extreme temperatures, radiation, uneven surfaces or elevations, extreme noise levels, dust/particulate matter.

Schedule

• Scheduled weekly hours: 40
• Every other weekend, 3 p.m. – 9 p.m. (includes a shift differential).

Pay

The pay range listed is a good faith determination of potential base compensation for a full-time equivalent (1.0 FTE) position and may be modified in the future. Actual compensation may differ depending on assigned hours and position status (e.g., part-time).

Pay range: $16.00 – $19.63 per hour.

Benefits

• Medical Plan
• Prescription drug coverage & In-House Employee Pharmacy
• Dental Plan
• Vision Plan
• Flexible Spending Account (FSA)
• Healthcare FSA
• Dependent Care FSA
• Retirement Savings and Investment Plan
• Basic Group Term Life and Accidental Death & Dismemberment (AD&D) Insurance
• Supplemental Group Term Life & AD&D Insurance
• Disability Benefits – Long Term Disability (LTD)
• Disability Benefits – Short Term Disability (STD)
• Employee Assistance Program
• Commuter Transit
• Commuter Parking
• Supplemental Life Insurance
• Voluntary Life Spouse
• Voluntary Life Employee
• Voluntary Life Child
• Voluntary Legal Services
• Voluntary Accident, Critical Illness, and Hospital Indemnity Insurance
• Voluntary Identity Theft Insurance
• Voluntary Pet Insurance
• Paid Time-Off Program