Telephone Operator

Under direct supervision, performs variety of communication functions including, but not limited to, operating telephone/switchboard/paging systems, issuing paging equipment, clerical duties and providing technical support; collaborates with other staff members both within and outside department in accomplishing of own job duties as well as to assist others in accomplishing theirs; serves as team player and role model.

• Performs duties of telephone/switchboard operator. Receives, directs, scans, and relays routine and emergency calls/pages to appropriate areas and individuals before, during, and after clinic hours. Dispatches ESD and transport services before and after clinic hours.  Provides appointment schedule information before and after clinic hours.  Provides back-up information services to customers on campus when information desk is closed; provides courtesy wake up calls to on-all physicians.


• Assists in acclamating customers and staff to instruments.  Installs Telephone Device for Deaf and hearing impaired (TDD); instructs customers in use. Instructs staff members on programming paging instrument Quiktel.


• Performs clerical duties which include appointment verification, word processing, filing, and photocopying in support of departmental needs.  Maintains, updates, and compiles regional on-call schedules; maintains list of physicians personal telephone numbers.  Updates and maintains Regional Automated Telephone Directory; updates and compiles new and/or additional telephone/pager listings.


• Notifies appropriate areas of problems or issues that occur.  Notifies supervisor, Network Telephony Engineer and Computer Support Center when Automated Refill System, Professional Pharmacy Services (PPS) prescription problems occur. Notifies Data Center when PRESTO refill line problems occur.  Logs complaints/issues in daily journal; refers problems/special calls to supervisor.


• Performs clerical duties which include appointment verification, word processing, filing, and photocopying in support of departmental needs.


• Notifies supervisor, Network Telephony Engineer and Computer Support Center when Automated Refill System, Professional Pharmacy Services (PPS) prescription problems occur.


• Maintains, updates, and compiles regional on-call schedules; maintains list of physicians personal telephone numbers.


• Receives, records, and relays all telephone problems at Moanalua to supervisor and/or telephone technician.


• Dispatches ESD and transport services before and after clinic hours.


• Screens all inbound calls to Critical Care Unit, Cardiovascular Intensive Care Unit, Ambulatory Treatment Center and Surgicenter.


• Assists Security and Parking Department with traffic control by overhead paging notifications.


• Assists After Hours Advice nurses with phone technical support; logs and notifies supervisor, Network Telephony Engineer and Computer Support Center when there is service interruption; assists members by transferring calls to nurses personal lines and/or relaying members name, number, and medical record number to nurse for follow-up.


• Instructs staff members on programming paging instrument Quiktel.


• Assists inpatient medical doctors by receiving and relaying messages for and/or regarding hospitalized members.


• Notifies in-patient medical lead doctors of sick call within lead group by paging group call pager.


• Logs complaints/issues in daily journal; refers problems/special calls to supervisor.


• Provides back-up information services to customers on campus when information desk is closed; provides courtesy wake up calls to on-all physicians.


• Provides appointment schedule information before and after clinic hours.


• Takes and relays emergency messages to Home Health Nurses (Oahu and Maui) before and after clinic hours.


• Notifies Data Center when PRESTO refill line problems occur.


• Demonstrates knowledge, skills, and abilities necessary to provide care and/or service appropriate to age groups served.


• Demonstrates knowledge, skills, and abilities necessary to provide culturally sensitive care and/or service.


• Performs other duties and accepts responsibility as assigned.

Qualifications:

• Minimum one (1) year communications operator or related experience within two years.

• High school diploma or General Education Diploma (GED).

• N/A

• Customer service experience in a high volume environment.
• Basic clerical skills.
• Ability to actively listen and comprehend callers requests.
• Basic typing skills.
• Demonstrated knowledge of and skill in word processing and intranet PC applications.

• Knowledge of medical terminology.
• 10-key by touch.