Telephone Operator I

Job Profile Summary

This role focuses on providing administrative and business support to the organization in order to achieve operational goals. In addition, this role focuses on performing the following General Administration duties: Produces documents, collects, records, sorts and files information, handles mail, prepares routine reports, makes travel arrangements, arranges appointments, responds to inquiries, data entry, and operates office equipment. An organizational related support or service (administrative or clerical) role or a role that focuses on support of daily business activities (e.g., technical, clinical, non-clinical) operating in a "hands on" environment. The majority of time is spent in the delivery of support services or activities, typically under supervision. An entry level role that typically requires little to no prior knowledge or experience, work is routine or follows standard procedures, work is closely supervised, and communicates information that requires little explanation or interpretation.

Job Overview

This position works under general supervision and is responsible for the ongoing and uninterrupted flow of calls utilizing electronic telephone consoles and dual mode computerized page and directory system. Ensures the efficient flow of communication such as incoming calls, pages, emergency messaging, voice and text messages.

Job Description

Minimum Qualifications:

1. High School diploma or equivalent.

2. Three (3) months' experience in a call center/telecommunications environment.

Preferred Qualifications:

1. Six (6) months' experience in a call center/telecommunications environment.

Duties and Responsibilities: The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list. Other duties and responsibilities may be assigned.

1. Responds to all incoming calls and directs calls to appropriate locations within the facility using appropriate telephone etiquette and customer-friendly communication skills, responds to all

2. Channels all incoming calls, provides direct numbers as required.

3. Understands the disaster drills/codes of the hospital, can respond to all alarms, TTY calls and contact the appropriate personnel, including calling 911 or interpreter services

4. Reacts quickly and accurately to: disaster plan implementation, cardiac arrest alarms, fire alarms, respiratory alarm, security alarm, power failure alarm, pharmacy alarm, blood bank alarm and maintenance alarms.

5. Monitors emergency lines for urgent situations.

6. Responds to emergency calls for physicians, maintaining records of who is on call for all specialties and how they are to be reached on a daily basis.

7. Accesses computer for information on patients, screening calls to floors and patient rooms as requested.

8. Communicates and interacts effectively with Medical Staff and personnel, University faculty, patients, employees, students and general public.

9. Maintains collaborative, team relationships with peers and colleagues in order to effectively contribute to the working groups achievement of goals, and to help foster a positive work environment

10. May coordinate internal transport requests.

11. Connects inside callers with outgoing lines when appropriate, maintains long distance outgoing call log.

Physical Requirements:

1. Frequent sitting, occasional standing & walking, and lifting of 5-10 lbs.

2. Requires manual dexterity using fine hand manipulations.

3. Requires ability to see computer screen and reports.

4. Workstation space is limited; narrow aisles.

5. Noise level can be high at times - multiple conversations at one time.

6. High stress factor with department activity.

Skills & Abilities:

1. Good interpersonal skills including patience, courtesy, and cooperation.

2. Ability to interact with the medical staff and employees.

3. Ability to function independently using standard procedures, problems lacking clear precedent are usually reviewed with the Supervisor.

4. Ability to memorize and retain information pertinent to the job.

5. Ability to perform repetitive tasks with constant interruptions.