What are the responsibilities and job description for the TELEPHONE OPERATOR position at Premier Health?
MIAMI VALLEY HOSPITAL
TELEPHONE OPERATOR
FULL TIME / 6A-2 : 30P VARIABLE DAYS TO INCLUDE WEEKENDS, HOLIDAYS
80 HOURS PER PAY PERIOD
The Telephone Operator provides a welcoming and positive first impression of Premier Health, processing incoming, outgoing, network and interfacility calls regarding hospital services, provides on-call information and processing, patient information, and directory assistance. The operator monitors and responds to critical alarms (fire, gas, bone freezer, Hill-Rom-Alert Notification (Code Blue), Weather Station). The operator communicates the emergency using the public broadcast system (PBX), wireless and / or Vocera messaging, enterprise on-call scheduling system, to ensure appropriate response teams or on-call physician(s) respond to the emergency in life / death situations. The operator monitors / documents a response team log and a log of each emergency for regulatory reporting (i.e. Code Red). The Telephone Operator processes pages via audio, wireless messaging, and / or radio equipment.
Minimum Level of Education Required : High School completion / GED
Position specific testing requirement : typing test - 30 minimum words per minute
Experience
Minimum Level of Experience Required : 1 - 3 years of job-related experience
Preferred experience : Telephone operator or high call volume management
Other experience requirements : Customer service
- Answers and responds to emergency codes, promptly responding and accurately processing calls, and emergent / non-emergent notifications per established department standards.
- Maintains privacy for employees and patients according to HIPAA regulations.
- Thinks quickly and communicates orally with a variety of callers, handling a high volume of calls locating names from the appropriate database. Or electronic / printed directory.
- Maintains and provides information obtained from a variety of sources to field questions from internal and external customers
- Monitors and responds promptly, to critical alarms; notifies and monitors response of emergency response team(s), or on-call physicians, and appropriately escalates issues.
- Utilizes and has full understanding of operator systems (i.e. operator console (SPOK), electronic medical record (EPIC), wireless messaging, Hill-Rom / Emergin, Vocera, Weather Station, Everbridge mass communication system, and enterprise on-call scheduling systems).
- Accurately and efficiently enters and monitors work orders for AMC Maintenance and Clinical Engineering and dispatches appropriate personnel.
- Meets established customer service standards (i.e. AIDET), effectively manages customer complaints, and responds to complaints and requests following proper chain of command for resolution.
- Promptly and efficiently performs mass communication as necessary using mass communication system (i.e. Everbridge) to communicate disaster notifications.
