Telecommunications Operator

Northern Light Health Home Office |US:

ME:

Bangor | Administrative Support | PRN

Salary range-  USD

The compensation range listed reflects the range Northern Light Health anticipates relying on in setting the wages for the position. The range may not necessarily include all additional compensation elements available, such as differentials, incentive programs and benefits.

Northern Light Health

Department:Switchboard

Position is located:Northern Light Eastern Maine Medical Center

Salary Range : $ 18.25 - $21.45

Exempt:
No

Summary
:

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
:

PEOPLE
1. Answers the phone appropriately identifying EMMC and themselves.
2. Responds promptly with a positive attitude when directed to perform a function or duty.
3. Has 90% documented evidence of staff meeting attendance and 100% evidence of reading/ initialing the minutes.
4. Actively seeks 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.
5. Actively resolves problems/ conflicts with peers/Supervisors/ hospital staff independently when ever possible.
6. Informs Supervisor of any unresolved conflicts in a timely manner when ever a conflict affects an individual's or department productivity.
7. Acts decisively and immediately in crucial situations (i.e. disaster, code red, medical emergencies); demonstrates the ability to quickly identify all alarms and remains calm and alert.
8. Demonstrates the ability to communicate well to all levels of staff; and assists them in facilitating the delivery of care.
9. Regularly consults with supervisor on areas of further instruction that would be beneficial.
10. Demonstrates the ability to remain calm and tactfully handle difficult situations with callers that may be upset.
11. Consistently demonstrates 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.
12. Receives, places and transfers calls using appropriate telephone etiquette for confidentiality and HIPPA guidelines.
13. Assist Telecom Manager's staff as needed and other duties as assigned.
14. Acts as a mentor and training instructor for new staff.
15. Establishing a good rapport and professional relationship with all department personnel; maintains appropriate interdepartmental communications.
16. Uses appropriate chain of command
17. Routinely answers incoming patient calls and connects to the respective patient information and/or extension.

SERVICE
1. Accurately receives disaster information, notifies appropriate personnel and departments. Documents all information and signals all clear as required.
2. Troubleshoots and diagnoses problems and resultant cause of all communications, console, computer equipment malfunctions and take necessary steps to ensure prompt service repair.
3. Instructs hospital personnel in the use of their telephones (call forwarding, audix, international calls, conference calls).4. Demonstrates the ability to activate the emergency phone back up system.
5. 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.
6. Follows procedure for signing out Telephone Switch room keys, on-call sleep rooms and completes sign out log sheet.
7. Follows procedure for signing out patient telephones after hours and weekends.
8. Demonstrates and understands the operation of cellular phones (making/receiving calls, accessing voice mail) and completing cellular sign out form.
9. 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…