Position Summary
The Telecommunications Operator is to provide 24/7, 365-day service operating switchboard, paging console, and patient information and monitor and responds to all codes, trauma, and hospital-wide alarm activity, Under the direction of the Telecommunications Manager.
Schedule: Thursday-Monday 11:30am-8pm
Responsibilities
• Receive and process 3500 – 4500 calls daily for the Hospital Network. Additionally, supporting internal calls from hospital staff for paging and directory assistance.
• Operate AMCOM paging software system. It incorporates paging, message retrieval, physician registry, and overhead paging. Process approx. 2000 pages per day.
• Initiate/oversee after-hours on-call schedule for Hospital Network and specific CGP locations for patient and staff calls.
• Maintains sleep room schedules for medical staff and will locate staff as necessary.
• Accountable for calling OR and Recovery room nurses when emergency surgical cases are required.
• Monitors/Responds to all Hospital activated codes and alarms, including Trauma, Resuscitation Team, Disaster Alerts, Missing Person, Emergency Exit Doors, Medial Gas, Radiation, Blood Bank, Hylon, and Burglar and Hold-Up.
• Responsible for notifying essential personnel, security, and 911 Emergency services.
• Performs daily tests of Trauma and Met pagers and documents response results.
• Accountable for handling all In-Patient information calls.
• Update patients register as necessary for accuracy.
• Control the patient room’s telephone on/off activity.
• Restricting/unrestricted hospital telephones as necessary.
• Distribute new/spare/long-range pagers, patient room telephones, TTY (Hearing Impaired) equipment, batteries, hospital directories, and conference room speakerphones.
• Assist in-house staff requiring international calling and faxing.
• Institute emergency backup procedures in the event of systems failure to paging or telephone systems.
• Applies practical listening skills and courtesy when interacting with physicians, patients, patient family members, visitors, medical staff, and all other hospital personnel.
• Diffuses irate patient calls when necessary.
• Demonstrates flexibility and team support to cover alternate shifts and holiday schedules as required.
• Understands Telecom Department as essential to the Hospital and must report to work during inclement weather conditions.
• Incorporate Hospital and Medical Center guiding principles, policies, mission statements, and Goals into daily activities.
• Comply with behavioral expectations of the department Hospital Network and Medical Centers.
• Maintain courteous and effective interactions with colleagues and patients.
• Demonstrate a commitment toward meeting and exceeding the needs of our customers and consistently adhere to Customer Service standards.
• Participate in departmental and interdepartmental quality improvement activities.
• Complete Mandatory Education Module.
• Demonstrate understanding of the job description, performance expectations, and competency assessment.
• Performs all other duties as needed or directed to meet the department’s needs.
Qualifications:
Years of Experience: Entry Level
Education Requirement: High School Diploma or equivalent education and experience.
Language Skills: Proficient in English, both verbally and written
Skills, Knowledge & Abilities: In the absence of any of these skills, demonstrates the ability to train to meet organizational standards.
Requirements:
• You must be 18 or older to apply.
• Ability to pass a criminal background check
• Maintain uniform standards
• Maintain a professional and polite manner.
• Adheres to VPNE’s attendance policy
• Previous telephone/switchboard or ACD experience preferred.
• Medical terminology or basic understanding
• Strong Customer Service Skills