Telephone Operator- Nights- EHN PHL

Telephone Operator

The Telephone Operator serves as an ambassador for internal and external customers calling the main number of a Jefferson Health facility 24 hours a day, 7 days a week, and 365 days a year. The team is often the first point of contact for patients and family members to Jefferson Health so it is important that they provide service excellence to ensure a positive interaction by answering all calls with a "voice with a smile".

The Communications Specialist is also responsible for assisting all internal callers with general contact information, call transfers, paging and related information, on-call schedules, and processing critical hospital codes.

Schedule:

Sunday
- Thursday 10:30pm- 6:30am

Location:

Onsite at EHN PHL

Essential Functions

• Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson.
• Promptly answers incoming calls and asks appropriate questions to properly direct the call
• Assist callers by providing needed information and/or transferring to the appropriate person or department.
• Ensures urgent calls are handled with priority and escalation processes are utilized when necessary
• Communicates effectively with patients, physicians and other departments regarding delays
• Practices de-escalation and service recovery methods
• Provide a smooth transition for all internal and external customers by utilizing excellent customer service skills and effective communication
• Brings forth any compliance or ethics issues and recommendations for operational improvement
• Demonstrate reliability in daily work practices with a clear understanding of Jefferson Health policies and procedures
• Initiate all stat and emergency calls following the departments policy and procedure for handling emergent. Notify appropriate personnel, activate group pagers, ANNOUNCE OVERHEARD WHEN REQUIRED, follow up with telephone call to ensure all staff has arrived.

Qualifications

The requirements listed below are representative of the knowledge, skill, and/or ability required or preferred.

Education
- Required

High School Diploma/GED

Experience
- Required

1 year No prior experience as a Communications Specialist/ Operators in a hospital, call center or comparable environment but works in a position with applicable customer service contact.

Experience
- Preferred

1-3 years of experience as a Communications Specialist/ Operator in a hospital, call center, or comparable environment with heavy customer service contact and telephone usage.

Knowledge,

Skills and Abilities

- Required

Telecommunications System – Spok, Paging, Paging Systems, Cell Phones and related systems and equipment

Computer Skills

Communication and Problem Solving

Multi-tasking – Ability to navigate multiple screens while talking

Medical Terminology

Additional Qualifications

Proficiency in a second language is a major plus.

Work Shift

Workday Night (United States of America)

Worker Sub Type

Regular

Employee Entity

Albert Einstein Medical Center

Primary Location Address

5501 Old York Road, Philadelphia, Pennsylvania, United States of America