Telecommunications Operator - IT Infrastructure - Main

Overview

The Telecom Operator will be responsible for answering and routing incoming calls to the main hospital switchboard. This includes calls from patients, family/friends, hospital employees, vendors, etc. Information requested will include patient information, paging assistance, directory assistance, operational hours, and emergency calls. The Operator must be organized as there are daily updates that occur and are necessary to provide accurate call information.

This part-time operator role may work various shifts (week, weekend, 2nd & 3rd shifts).

• Call Routing
  :
  Answer and route all incoming calls that come into the main switchboard. This includes patient information, paging, directory assistance & emergency calls. Appropriately process outgoing calls including long distance, international and conference calls. Maintain daily hospital updates and notices to provide accurate call information and to route calls appropriately.
• Monitoring
  :
  Medical & non-medical lines and perform timely notification. Clinical Alert. PO&M system (i.e. fire, oxygen, Welcome screen, generator). Security systems (i.e. panic, cameras). Disaster & weather as part of emergency preparedness.
• Pager Service
  :
  Perform paging, on call and directory duties per process. Provide programming and testing of pagers for customers. Exchange pagers when defective. Monitor and maintain pager inventory for both in-house and long-range. Document daily changes to on-call schedule.
• Other duties as assigned

Education
:
Minimum High School Diploma or equivalent (GED) required

Years of Experience
:
Two or more years of strong customer service experience in a health care setting preferred; 1 year experience operating a multi-line phone and related equipment required. AMCOM experience preferred.

Required Skills and Knowledge
:
Ability to remain calm under pressure and when handling requests for emergency care. Strong organizational skills with attention to detail. Strong verbal and written communication skills. Basic computer skills, strong customer service skills and ability to multi-task.

Licenses & Certifications
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