Telecom Operator

Job Title:

Telecom Operator

Req:

Location:

VMC Main Campus

City State:
Renton, WA

Department:
Telephone Operations

Shift: Days

Type:
Full Time

FTE: 1

Category:
Administrative/Clerical

Salary Range:
Min $21.74 - Max 36.33/hour DOE

The position description is a guide to the critical duties and essential functions of the job, not an all-inclusive list of responsibilities, qualifications, physical demands and work environment conditions. Position descriptions are reviewed and revised to meet the changing needs of the organization.

TITLE:

Telecom Operator

ROLE:
See job description for Administrative Partner for generic job duties.

AREA OF ASSIGNMENT:
Information Technology

HOURS OF WORK:
As required to fulfill responsibilities

RESPONSIBLE TO:
Manager Clinic and Ancillary Applications

• High School Graduate or equivalent (G.E.D.) preferred.
• Demonstrates basic skills in keyboarding (40 wpm) and using a personal computer in the Windows environment.
• Ability to communicate effectively in oral and written form in English language.
• Evidence of excellent communication skills both oral and written including the ability to spell accurately and write legibly.
• Excellent customer service skills.
• Knowledge of medical terminology and abbreviations preferred.

• Previous experience in a hospital answering service or call center preferred.
• Demonstrates effective communication and interpersonal skills with a diverse population.
• Able to carry out assignments independently and exercise good independent judgment.
• Excellent problem solving, organizational and time management skills.
• Conducts all personal interactions with tact, poise, courtesy and respect.
• Demonstrates ability to decipher hand written notes.
• Demonstrates ability to handle emergent situations.
• Neat and well groomed in appearance, following departmental personnel standards.
• Demonstrates reliable attendance and job performance.

• Generic
  
  Job Functions:
  
  See Generic Job Description for Administrative Partner
• Unique
  
  Job Functions:

• Operates switchboard, answering service, TTY telephone, and all other communication equipment.
• Answers incoming calls by the third ring 90% of the time, screens and directs calls to proper personnel in a prompt and courteous manner.
• Provides paging services within 30 seconds of request 90% of the time.
• Responds to all requests according to departmental policies and procedures.
• Receives, documents, and dispatches messages to doctors and/or connects caller directly to doctors.
• Records all messages and files as appropriate.
• Communicate all information to clients per their instructions.
• Reports any changes in on-call status and other pertinent information to supervisor or lead operator and other operators immediately.
• Updates client accounts with new information according to department procedures.
• Initiates appropriate actions when alarms are activated
• Performs clerical duties as assigned per instruction from Manager or Supervisor.
• Documents all incidents and events, and relays them to the Supervisor within 24 hours.
• Keeps Supervisor informed of work status by providing weekly objectives with time estimates.
• Promptly notifies Supervisor of problems, unexpected tasks and missed targets.
• Performs all job junctions in a manner consistent with Valley's cultural expectations defined as Valley Values. These characteristics include quality performance, demonstrating compassion, respect, teamwork, community centered awareness and innovation.
• Other duties as assigned to facilitate accurate timely processing of calls.

Date Developed:
July 29, 1998

Date Revised:
October 2004, February 2008, June 2013

Date Reviewed: 1/09, 11/10, 1/2013, 6/2013

• Previous experience in a hospital answering service or call center preferred.
• Demonstrates effective communication and interpersonal skills with a diverse population.
• Able to carry out assignments independently and exercise good independent judgment.
• Excellent problem solving, organizational and time management skills.
• Conducts all personal interactions with tact, poise, courtesy and respect.
• Demonstrates ability to decipher hand written notes.
• Demonstrates ability to handle emergent situations.
• Neat and well groomed in appearance, following departmental personnel standards.
• Demonstrates reliable attendance and job performance.