Telephone Operator - 1st Shift

Central Telephone Operator - 1st Shift (Administrative) Position Summary

The Central Operator operates the Crystal Clinic Orthopaedic Center (CCOC) telephone system proficiently; efficiently answer, prioritize, screen, and route incoming calls to the appropriate destination providing a smooth, clear, and professionally courteous communication practice; facilitate communication between outside public, patients, and all operating departments. Information desk coordination; greets and assists CCOC visitors, staff and patients; coordinates vendor check in/out.

• Operates telephone equipment: answers and transfers calls, and answers caller questions according to established policy. Provides department extension numbers and physician clinic numbers. Accurately utilizes the features of the Central Operator consoles, headsets, telephones, and other related equipment. Answers multiple incoming telephone lines: efficiently answer, prioritize, screen, and route incoming calls to the appropriate destination providing a smooth, clear, and professionally courteous communication practice.
• Pages overhead and incident paging:
  Pages physicians and hospital employees through pagers or overhead telephone paging system;
  Pages emergency medical teams, codes (red, black, yellow, brown, orange, violet and Adam) according to established policy;
  Uses the telephone paging system to notify recipient of incoming calls.
• Greets and assists visitors, staff, and patients;
  Provides general information such as registration times and locations as requested; answers general questions and directs walk-in traffic. Works closely with security and maintenance staff;
  Receives outside deliveries such as USPS, subpoenas, certified letters, etc. Coordination of the vendor system: in charge of checking vendors in and out of the building;
  Provides representatives with temporary badges and helps them notify proper personnel of their arrival.
• Sorts and delivers mail accurately to appropriate departmental mailboxes. Assists HIM/medical records department with tasks such as indexing, provider updates, failed faxes, etc. Responds quickly and accurately to emergency situations as required, remaining calm and professional.
• All other duties not specifically assigned.

• Education: High school diploma or GED required.
• Experience: Minimum of 2 years office experience using a multi-line telephone system, or 2 years direct customer-facing service experience required; 2 years of experience as a telecommunications operator using an automated call distribution (ACD) system in a fast-paced call center is preferred.
• Technical
  
  Skills:
  
  Familiar with operation of a personal computer and must possess a working knowledge of the standard keyboard;
  Knowledge of basic customer service techniques; excellent communication and phone skills;
  Must have good typing/word processing/computer skills.