Telephone Operator - Part-Time, Weekends

Title: Telephone Operator

Hours: 16 hours per week;
Saturday and Sunday from 11 AM to 7:30 PM

Location: Onsite at Melrose Wakefield Hospital

Requirements: Candidate must attend a virtual orientation on the start date (Monday, 8:30‑5 PM) and complete at least 2–3 weekdays of daytime training (8:00‑3 PM). Training length is dependent on the individual. All Tufts Medicine holidays are required to be worked.

This role focuses on providing administrative and business support to the organization to achieve operational goals. The responsibilities include producing documents, collecting, recording, sorting and filing information, handling mail, preparing routine reports, making travel arrangements, arranging appointments, responding to inquiries, data entry, and operating office equipment. The majority of time is spent delivering support services under supervision in a hands‑on environment.

This position is responsible for answering calls on a PC switchboard console using professional telephone etiquette, transferring calls to appropriate destinations, and activating time‑sensitive clinical and emergency codes as directed.

• High school diploma or equivalent.

• Experience working in a call center environment.
• Experience with Spok and Tiger Connect applications.

• Efficiently answer a PC switchboard console using professional telephone etiquette and a standardized greeting; use console functions to transfer calls to destinations in a timely manner.
• Triage requests effectively to accurately determine the caller’s needs and connect the caller appropriately.
• Prioritize calls and utilize time effectively to accomplish desired results.
• Communicate directly with patients, clients, providers, internal and external staff using computer‑based communication systems.
• Activate time‑sensitive clinical and emergency codes as directed.
• Collaborate with the team to ensure swift and accurate handling of calls.
• Maintain a focus on customer service and patient confidentiality while adhering to all HIPAA regulations.
• Initiate requests for pages using the paging system or other messaging applications.
• Navigate and use multiple platforms to retrieve call information.
• Capture non‑clinical information from callers and provide accurate information to clinical providers.
• Monitor all emergency code lines and panels, e.g., Code Blue, STATS, Comprehensive Disaster.
• Activate code procedures and notify all necessary staff using the PC switchboard console, overhead announcement, and paging/texting services across various networks.
• Maintain documentation of all codes in the code log.
• Collaborate with the team to contribute to the team’s goals and foster a positive work environment.

• Frequent sitting, occasional standing & walking, and lifting of 5‑10 lbs.
• Requires manual dexterity using fine hand manipulation to operate a computer keyboard or related equipment.
• Requires ability to see computer screens, monitoring equipment, and reports.

• Ability to continuously perform repetitive tasks accurately under conditions of constant interruption and frequent pressure.
• Excellent customer service skills.
• Ability to work as part of a team.
• Ability to adapt to changing situations and demands.
• Ability to remain composed in stressful situations.
• Time management, planning and organizational skills.
• Skilled in Microsoft applications – Word, Excel, Outlook, Teams.

Pay Range: $17.57 – $21.96