Operator - Communications

Telecommunications Operator

Basic Function: A Telecommunications operator must be able to coordinate the activities of the call center including in-coming and out-going calls, paging our Physicians, staff, and technicians. A Telecommunications operator must be able to remain calm and efficient during codes and any emergency.

Job Duties:

• Daily use of Phones
• Internal paging by using software designed for paging
• Telecommunication’s operator will use both Capital Fire Equipment Fire Panel/Notifier and Overhead paging for Codes along with paging pagers/cell phones to alert colleagues of fire, disasters, code blue, or other emergency situations
• Monitor emergency alarms-Code Blue alarms, Capital Equipment Notifier Fire Panel, Medical Alarms, Blood Bank /Freezer alarms, Elevator alarms, Duress Alarms, generator alarm and weather radio
• Monitor’s STAT line (5555)
• Pleasing telephone voice
• Answering the phone in a courteous and professional manner
• High tolerance level for dealing with a potentially stressful environment and reacting in an appropriate manner when an emergency occurs
• All other duties assigned by Telecommunications Manager
• Checked emails and online learning assignments (Relias) on a regular basis
• Training of new colleagues will occur on all shifts, especially the second and third shift due to the lower volume of calls during these shifts
• Rotation of weekends

Health Caring Standards/Values:

• Greet customers, visitors, and Colleagues immediately with a smile, warm greeting, and introduction, calling them by name if possible
• Exceed the expected and anticipate the unexpected by asking, Is there anything else I or a fellow Colleague can do for you?
• Always provide a comforting, timely, caring departure, or discharge, and always say thanks for allowing us to serve
• Integrity, openness, and fairness in all you do
• Teamwork
• Pride in Department
• Individual creativity and Innovations
• Compassion and caring
• Maintain department and hospital standards and policies
• Age-Appropriate Care:
  Colleague has been instructed in providing customer service and on interacting with age groups as related to the department’s general client population: including use of appropriate interventions, communication, and skills to match the age and/or abilities of the patient/family

Machines, Tools # Equipment Used:

• Colleagues must be knowledgeable of various paging systems, keyboarding skills, and operation of a switchboard/call center

Education, Training #

Experience:

• High School diploma or equivalent
• A Telecommunications operator must have a high tolerance level for dealing with a potentially stressful environment and react in an appropriate manner when an emergency occurs
• Previous experience preferred
• Must be computer-literate to complete task(s) as required

Physical Requirements:

• Must be able to sit for extended periods of time up to 8hrs
• Some standing and lifting may be required (Lifting will not exceed twenty-five pounds)
• Able to bend and reach items on floor, desk level, and overhead
• Able to see clearly and hear normal speaking tones
• Able to communicate verbally interpersonally and over the telephone in a clear and concise speech

Responsible To:
Communications Manager

This description is intended to describe the essential job duties and the essential requirements for the performance of this job.