Telecom Operator Lead

Overview

Capital Health is the region's leader in providing progressive, quality patient care with significant investments in our exceptional physicians, nurses and staff, as well as advanced technology. Capital Health is a five-time Magnet-Recognized health system for nursing excellence and is comprised of 2 hospitals. Capital Health Medical Group is made up of more than 250 physicians and other providers who offer primary and specialty care, as well as hospital-based services, to patients throughout the region.

Capital Health recognizes that attracting the best talent is key to our strategy and success as an organization. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we can attract the best candidates.

The listed pay range or pay rate reflects compensation for a full-time equivalent (1.0 FTE) position. Actual compensation may differ depending on assigned hours and position status (e.g., part-time).

Pay Range: $17.25 - $25.06

Scheduled Weekly

Hours:

40

Summary (Basic Purpose of the Job) Demonstrates ability to effectively operate the switchboard console for routing internal and external calls. Initiates and coordinates all established codes throughout Capital Health in accordance with policy. References and utilizes organization on-call schedules including physician, operating room, laboratory, and anesthesia departments. Provides language and hearing specialized services to patients, physicians, and community. Signs out deceased patients to appropriate caretaker to verify proper documentation is in order.

Monitors mechanical, gas, and fire alarms centralized in the switchboard area.

Education: High school diploma or equivalency.

Experience: Six months previous customer service experience utilizing voice communication over the telephone.

Other Credentials:

Knowledge and

Skills:

Clear communication skills. Well versed in English. Good hearing and excellent customer service skills.

Special Training: Formal on the job customer service training preferred.

Mental, Behavioral and Emotional Abilities:

Usual Work Day: 8 Hours

Reporting Relationships

Does this position formally supervise employees?
No

If set to YES, then this position has the authority (delegated) to hire, terminate, discipline, promote or effectively recommend such to manager.

• Uses established scripts in answering and processing calls. Transfers internal calls successfully within established time frame of request. Routes calls to requested destinations within established time frame. Places callers on hold as required without call termination.
• Operates overhead paging as needed within the assigned guidelines. Utilizes internal and external pagers in a timely fashion to notify appropriate personnel within established time frame.
• Answers code telephones within two rings and obtains pertinent information for code initiation and location. Utilizes overhead paging system when required in accordance with hospital policy to announce emergency codes. Ensures pages are dealt with immediately. Follows departmental procedures and scripts for individual codes. Logs code event promptly and accurately.
• Segregates requests for hospital personnel by addressing the distinction between need for a technician or a physician.
• References on-call personnel by department in an effort to find appropriate staff scheduled within established time frames. Notifies on-call personnel by established mode of communication within appropriate time frame of referencing pertinent information.
• References schedules accurately based on time and date. Sets up schedules for the following calendar day as required daily.
• Notifies desired interpreter without delay for appropriate language need. Makes connection between interpreter and patient within required time frame. Uses appropriate client identification number for specific interpreter services or type of vendor utilized. Verifies that callers are properly connected to interpretive service provider.
• Provides equipment to hearing impaired patients through utilization of Security Department. Completes forms and obtains signatures for release of equipment.
• Verifies receipt of deceased patient and posts status within required notification time frame. Logs status of body through nursing office or HBOC.
• Insures undertaker provides appropriate signature for release of body. Provides undertaker with appropriate paperwork including death certificate.
• Provides medical examiner with appropriate paperwork including medical records.
• Associates ring tone with appropriate type of alarm within established time frame. Silences alarm as required.
• Notifies appropriate hospital personnel to resolve issue within established guidelines.
• Follows up on resolution as needed. Provides information to other affected departments as needed within established time frames.

Frequent physical demands include:
Keyboard use/repetitive motion, Taste or Smell.…