Telecom Operator

Job Description

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.

• 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.

• 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.
• Communicates 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.

• Requires planning, organizing and working on multiple tasks at one time.
• Must be able to handle stressful situations in a calm and professional manner.
• Must be able to sit for extended periods.
• Must be able to withstand the repetitive motion of keyboarding for extended periods of time.