Telecommunications Operator

Telecommunications Operator

The Telecommunications Operator position is a very fast paced position that requires the screening of calls both internally and externally. During peak times and emergencies, call volumes are increased significantly and the operator may need to answer up to 100 calls per hour. This position functions under direct supervision and established protocols, operates various telecommunications equipment including:
Physician Answering Services, Radio Paging System, Fire Alarm Circuits, and other specialized circuits used for answering incoming calls, and monitoring equipment failures and security breaches.

Responsibilities include:

• Answering the phone appropriately identifying EMMC and themselves.
• Responding promptly with a positive attitude when directed to perform a function or duty.
• Actively seeking support when possible from coworkers during times of short staffing, unanticipated events or priority work request evidenced by feedback from coworkers, examples by employee, or observation by Department Head/Supervisor.
• Actively resolving problems/conflicts with peers/Supervisors/hospital staff independently when ever possible.
• Informing Supervisor of any unresolved conflicts in a timely manner when ever a conflict affects an individual's or department productivity.
• Acting decisively and immediately in crucial situations (i.e. disaster, code red, medical emergencies); demonstrating the ability to quickly identify all alarms and remains calm and alert.
• Demonstrating the ability to communicate well to all levels of staff; and assists them in facilitating the delivery of care.
• Regularly consulting with supervisor on areas of further instruction that would be beneficial.
• Demonstrating the ability to remain calm and tactfully handle difficult situations with callers that may be upset.
• Consistently demonstrating a good command of telephone courtesy and its applications in a soft, clear and modulated voice tonal quality; exhibits quick relaxes, patience, and sincerity in a desire to serve the public.
• Receiving, placing and transferring calls using appropriate telephone etiquette for confidentiality and HIPPA guidelines.
• Assisting Telecom Manager's staff as needed and other duties as assigned.
• Acting as a mentor and training instructor for new staff.
• Establishing a good rapport and professional relationship with all department personnel; maintaining appropriate interdepartmental communications.
• Using appropriate chain of command.
• Routinely answering incoming patient calls and connects to the respective patient information and/or extension.
• Accurately receiving disaster information, notifying appropriate personnel and departments. Documents all information and signals all clear as required.
• Troubleshooting and diagnosing problems and resultant cause of all communications, console, computer equipment malfunctions and take necessary steps to ensure prompt service repair.
• Instructing hospital personnel in the use of their telephones (call forwarding, audix, international calls, conference calls).
• Demonstrates the ability to activate the emergency phone back up system.
• Follows the procedure for swapping out broken pagers, educating end-users on the pager functionality and issuing pager holsters to end users and completes the charge back form.
• Follows procedure for signing out Telephone Switch room keys, on-call sleep rooms and completes sign out log sheet.
• Follows procedure for signing out patient telephones after hours and weekends.
• Demonstrates and understands the operation of cellular phones (making/receiving calls, accessing voice mail) and completing cellular sign out form.
• Follows procedure for assisting customers with language interpreter services and for setting up appointments for customers that need a sign language interpreter and completion of the interpreter request form.
• Demonstrates the ability to perform look ups multiple ways with the XTEND system (Example: by name, department name, pager , location, dial number).
• Demonstrates the proper procedure for sending pages through the XTEND system using alpha numeric, numeric, voice pagers.
• Demonstrates the ability to look up messages in the XTEND system…