Telephone Operator

Title: Telephone Operator 2

Department Org: Registration - 108820

Employee Classification: B1 - Classif'd Full Time AFSCME HSC

Bargaining Unit: AFSCME HSC

Primary

Location:

HSC H

Shift: 3

Start Time: 11:00PM End Time: 7:00AM

Float: Yes

Rotate: Yes

On Call: Yes

Travel: Yes

Weekend/Holiday: Yes

Under general supervision by the Supervisor, provides assistance and information to consumers, business associates, patients, attending and resident physicians, non-UTMC physicians/offices, hospital staff, and the general public in response to requests and inquiries received by telephone. Directs customer to internal and external resources. Provides assistance in resolving minor problems and questions by providing information as necessary to assure consistent customer satisfaction.

Exhibits exemplary customer service. Presents a professional demeanor at all times, includes adherence to professional dress code. Serve as an ambassador of University of Toledo in the community, demonstrating the institution's values, services and mission.

• High school diploma or GED required.
• Understanding of medical terminology strongly preferred.
• Acceptable level of experience in directly handling/diffusing emotion of aggravated callers and assisting such in a professional, calm manner.
• Experience with MS Office Applications and Star.
• One (1) courses or three (3) mos. experience in operating a switchboard system or automated call distribution system required. Intellidesk or other call center software applications preferred.
• Willingness to comply fully with all organizational and departmental policies and procedures.
• Minimum typing speed of 32 WPM.
• Knowledge of commonly-used training concepts, practices, and procedures required.
• Maintain a positive and professional demeanor at all times.
• Flexibility to attend seminars and other educational training forums at other locations.

• Communicate effectively both verbally and in writing.
• Excellent public relations skills.
• Satisfactory participation in an acceptable, formal customer service training program within six months of hire.
• Computer keyboard & data entry experience.
• Ability to handle sensitive inquiries and contacts.
• Ability to learn TDY/TDD phone line.
• Ability to self-empower; to make decisions to assist callers with healthcare and other needs as they relate to the University of Toledo Medical Center.
• Ability to deal with stressful emergency situations.

To promote the highest levels of health and well-being, the University of Toledo campuses are tobacco-free. Pre-employment health screening requirements for the University of Toledo Health Science Campus Medical Center will include drug and other required health screenings for the position.

The University of Toledo is an equal opportunity employer. The University of Toledo does not discriminate in employment, educational programs, or activities on the basis of race, color, religion, sex, age, ancestry, national origin, sexual orientation, gender identity and expression, military or veteran status, disability, familial status, or political affiliation.

The University is dedicated to attracting and retaining the best and brightest talent and fostering a culture of respect.

Computer access is available at most public libraries and at the Office of Human Resources located in the Center for Administrative Support on the UToledo Main Campus.

If you require accommodation to complete this application, or for testing or interviewing, please contact HR Compliance at hr compliance or  between the hours of 8:30 a.m. and 5 p.m. or apply online for an accommodation request.