Telephone Operator (3p-11p)

Job Summary:

The Communications Specialist serves as an ambassador for internal and external customers calling the main number of a Jefferson Health facility 24 hours a day, 7 days a week, and 365 days a year. The team is often the first point of contact for patients and family members to Jefferson Health so it is important that they provide service excellence to ensure a positive interaction by answering all calls with a ldquo;voice with a smilerdquo;. The Communications Specialist is also responsible for assisting all internal callers with general contact information, call transfers, paging and related information, on-call schedules, and processing critical hospital codes.

Shift: FT - Mon. - Fri. (3p-11p)(This department runs 24 hrs. must be flexible to work different shifts when needed)

ESSENTIAL RESPONSIBILITIES:

• Interacts with co-workers, visitors, and other staff consistent with the values of Jefferson
• Providing Service Excellence to all callers internal and external
• Promptly answers incoming calls and asks appropriate questions to properly direct the call
• Utilized all available resources so calls are directed timely and accurately
• Makes outbound calls when follow-up is needed
• Ensures urgent calls are handled with priority and escalation processes are utilized when necessary
• Communicates effectively with patients, physicians and other departments regarding delays
• Practices de-escalation and service recovery methods
• Consistently achieve team metric standards and expectations
• Provide a smooth transition for all internal and external customers by utilizing excellent customer service skills and effective communication
• Brings forth any compliance or ethics issues and recommendations for operational improvement
• Demonstrate reliability in daily work practices with a clear understanding of Jefferson Health policies and procedures
• Additional miscellaneous duties and responsibilities may be assigned by leadership

• Prior experienceas a Communications Specialist/ Operators in a hospital, call center or comparable environment but works in a position with applicable customer service contact preferred
• High School graduate or equivalent required
• Telecommunications System ndash; Spok, Paging, Paging Systems, Cell Phones and related systems and equipment
• Computer Skills,Multi-tasking ndash; Ability to navigate multiple screens while talking
• Must be flexible towork holidays and alternate shiftsThis department runs 24 hrs. must be flexible to work different shifts when needed
• Knowledge of Medical terminology preferred
• Good interpersonal/communications skills. Some computer knowledge. Bilingual or multilingual person preferred.