Job details

Telephone Operator

JOB SUMMARY AND ESSENTIAL FUNCTIONS: Operates telephone communication systems to relay incoming and outgoing calls, paging, and emergency alerts. Performs various communication and clerical duties.

Operates telephone communications systems and provides information services/switching incoming calls, placing long distant calls and paging and maintaining message center.

Answers, transfers and places calls following established protocols.

Provides general information and assistance to caller in an expedient, professional and courteous manner, in compliance with iRESPECT standards and promoting patient/customer satisfaction. Refers to the hospital directory to ascertain station number of department/employee/patient.

Provides patient information to requesting parties, utilizing computers and in accordance with established polices and procedures.

Responds to emergency alerts and situations according to established policies and procedures.

Makes routine announcements/notifications and pages authorized personnel or announces emergency alerts using intercom and radio paging system.

Performs clerical duties; completes and maintains required logs and records, including outgoing long distance calls, telegrams sent by phone and incoming collect calls, phone problems and requests for telephone services.

Maintains confidentiality in matters relating to patient/family, department and hospital information. Adheres to established department and organization policies (i.e. HIPAA, Confidentiality, and Compliance Policies).

Maintains a clean, orderly, safe environment for patients and personnel. Adheres to established policies, compliance/quality improvement, and patient safety, environment and infection control standards.

Completes required continuous training and education, including department specific requirements.

Provides coverage for relief and absences as required. Demonstrates flexibility to work night, weekend and holiday rotation to provide continuous coverage as required.

Issues paging units and batteries.

Performs other duties and responsibilities as required.

MACHINES OR EQUIPMENT OPERATED: Telephone headset, switchboard, public address system, long distance logs, paging devices, consoles and alarm systems.

JOB REQUIREMENTS:

EDUCATION: High school graduate or equivalent.

EXPERIENCE: Six (6) months experience as a telephone operator, customer service representative or general clerical experience handling multiple telephone lines. Completion of a clerical or customer training program may be utilized in lieu of experience. Demonstrated interpersonal, telephone skills and the ability to communicate verbally in a clear and concise manner required.

PHYSICAL DEMANDS: Must be able to sit for prolonged periods during assigned shift.