Telephone Operator- Every Other Weekend Overnights

General Summary

Penn Medicine is dedicated to its tripartite mission of providing the highest quality of care to patients, conducting innovative research, and educating future leaders in medicine. The role of a Telephone Operator involves processing all incoming calls and operating paging systems.

Responsibilities

• Handles busy communications center while providing excellent customer service.
• Accountable for handling all in-patient information calls.
• Arranges for in-patient registry as necessary for accuracy.
• Maintains vigilance over codes and alarms, responding immediately and determining appropriate actions.
• Operates the Intellidesk system, managing paging, message retrieval, physician registry, and overhead paging.
• Makes changes to on-call schedules as needed.
• Responsible for distributing new/spare/long range pagers, patient room telephones, TTY (Hearing impaired) equipment, batteries, and books on tape for the visually impaired.
• Accurately and legibly records all pertinent information in the log book and incident book, informing relieving operators of any abnormal or unusual circumstances.
• Follows standard change-of-shift protocol and documentation.
• Uses good judgment, prioritizes work orders, and notifies the “appropriate” supervisor of any unusual circumstances.
• Clearly marks all packages, envelopes, newspapers, etc., ensuring proper handling.
• Reports all equipment malfunctions immediately or corrects as directed by department policy.
• Keeps the department neat and clean.
• Adheres to department and CCH standards in all areas, including confidentiality and security.

Requirements

• High school graduate or GED preferred but not required.
• Computer and keyboarding skills required.
• A minimum of two years previous customer service experience required.
• Multiple phone line experience preferred.

Skills

• Ability to search phonetically in a database is required.