TELEPHONE OPERATOR
UPPER VALLEY MEDICAL CENTER
TELEPHONE OPERATOR
VARIABLE SHIFTS, WORK AS NEEDED TO INCLUDE WEEKENDS AND HOLIDAYS
8 HOURS PER PAY PERIOD (EVERY TWO WEEKS)
The Telephone Operator provides a welcoming and positive first impression of Premier Health, processing incoming, outgoing, network and interfacility calls regarding hospital services, provides on-call information and processing, patient information, and directory assistance. The operator monitors and responds to critical alarms (fire, gas, bone freezer, Hill-Rom-Alert Notification (Code Blue), Weather Station). The operator communicates the emergency using the public broadcast system (PBX), wireless and/or Vocera messaging, enterprise on-call scheduling system, to ensure appropriate response teams or on-call physician(s) respond to the emergency in life/death situations. The operator monitors/documents a response team log and a log of each emergency for regulatory reporting (i.e. Code Red). The Telephone Operator processes pages via audio, wireless messaging, and/or radio equipment.
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Education
Minimum Level of Education Required: High School completion / GED
Position specific testing requirement: typing test - 30 minimum words per minute
Experience
Minimum Level of Experience Required: 1 - 3 years of job-related experience
Preferred experience: Telephone operator or high call volume management
Other experience requirements: Customer service
Processes all incoming (external / internal) and outgoing calls based on department standards.
· Answers and responds to emergency codes, promptly responding and accurately processing calls, and emergent/non-emergent notifications per established department standards.
· Maintains privacy for employees and patients according to HIPAA regulations.
· Thinks quickly and communicates orally with a variety of callers, handling a high volume of calls locating names from the appropriate database. Or electronic/printed directory.
· Maintains and provides information obtained from a variety of sources to field questions from internal and external customers
· Monitors and responds promptly, to critical alarms; notifies and monitors response of emergency response team(s), or on-call physicians, and appropriately escalates issues.
· Utilizes and has full understanding of operator systems (i.e. operator console (SPOK), electronic medical record (EPIC), wireless messaging, Hill-Rom/Emergin, Vocera, Weather Station, Everbridge mass communication system, and enterprise on-call scheduling systems).
· Accurately and efficiently enters and monitors work orders for AMC Maintenance and Clinical Engineering and dispatches appropriate personnel.
· Meets established customer service standards (i.e. AIDET), effectively manages customer complaints, and responds to complaints and requests following proper chain of command for resolution.
· Promptly and efficiently performs mass communication as necessary using mass communication system (i.e. Everbridge) to communicate disaster notifications.