Telephone Operator

Job description

Supports the provision of safe, patient and family-focused quality care. Assists in the daily functioning of the unit/department in support of patient care while maintaining confidentiality. Supports the successful achievements of Clinic Operations strategic goals and the American Hospital Dubai mission and vision statement.

Operates and administers the hospital's main telephone and emergency systems, by answering all incoming external and internal calls. Directs patients and customers to the appropriate area. Handles all emergency code calls and Public Announcements through the Public Address.

• Answers phone calls in a polite and cordial manner.
• Maintains proper telephone etiquette.
• Handles patient complaints and addresses them to the concerned Clinic Manager/Supervisor in a timely manner without delay.
• Assists in the orientation of new staff members to the Switchboard.
• Facilitates efficient operator function by consulting and communicating with all co-workers.
• Maintains complete product knowledge at all times of all hospital features, services and hours of operations.
• Maintains caller flow by answering calls within three rings and ensures customer cue is at a minimum.
• Transfers call to appropriate staff/departments.
• Maintains and updates hospital extensions, call lists, physicians’ names, Department Heads and contact numbers.
• Creates all required 24-hour Public Announcements through the Public Address System.
• Performs continuous weekly testing of code Blue and Green systems.
• Responds to all emergency calls promptly according to the established procedure.
• Ensures that the place of work and surrounding area is kept clean and organized at all times.
• Reports equipment failure, safety and security issues, and or/reduction of supply inventory to the Patient Relations Supervisor/Coordinator.

• High School Graduate

PROFESSIONAL

EXPERIENCE:

• Excellent English and Arabic verbal/written communication skills
• Basic computer literacy
• Exposure to/experience with customer service principles
• Exposure to/experience with Continous Quality Improvement (CQI) and Joint Commission International Accreditation (JCIA) principles
• Demonstrates adequate Medical Terminology
• Demonstrates computer literacy (in Cerner System) and efficiency