What are the responsibilities and job description for the TELEPHONE OPERATOR position at Upper Valley Medical Center?
UPPER VALLEY MEDICAL CENTER
TELEPHONE OPERATOR
VARIABLE SHIFTS, WORK AS NEEDED TO INCLUDE WEEKENDS AND HOLIDAYS
8 HOURS PER PAY PERIOD (EVERY TWO WEEKS)
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.
.
Education
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
Processes all incoming (external / internal) and outgoing calls based on department standards.
- 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.
