Telephone Operator

AMERICAN HOSPITAL; Dubai; On-site; AED 60,000 - 85,000; Full time

Job summary

American Hospital Dubai is seeking a Switchboard Operator to support the hospital’s main telephone and emergency systems, directing patients and staff to appropriate areas while upholding confidentiality and superior service.

You will respond to emergency calls, maintain caller flow, and assist in staff orientations. Strong English/Arabic communication and Cerner familiarity are highly valued in this role.

Qualifications

• High School diploma required.
• Excellent English and Arabic communication skills, both written and spoken.
• Basic computer literacy required.
• Experience with customer service principles is preferred.
• Awareness of CQI and JCIA principles helps.
• Familiarity with the Cerner system is advantageous.

Responsibilities

• Answer phone calls in a polite and cordial manner.
• Maintain proper telephone etiquette.
• Handle patient complaints and escalate to Clinic Manager/Supervisor promptly.
• Assist in orienting new staff to the Switchboard.
• Facilitate operator efficiency by coordinating with colleagues.
• Maintain updated hospital extensions, call lists, and contact numbers.
• Create 24-hour Public Announcements via the Public Address System.
• Test code Blue and Green systems weekly and respond to emergencies per procedure.
• Keep work area clean and organized at all times.
• Report equipment, safety, or supply issues as needed.

Skills

Bilingual English/Arabic

Computer literacy

Customer service

CQI/JCIA knowledge

Medical terminology

Cerner system

Education

High School Graduate

Job description

Supports the provision of safe, patient and family-focused quality care. Assists in the daily functioning of the unit/department in support of patient care while maintaining confidentiality. Supports the successful achievements of Clinic Operations strategic goals and the American Hospital Dubai mission and vision statement. Operates and administers the hospital's main telephone and emergency systems, by answering all incoming external and internal calls. Directs patients and customers to the appropriate area. Handles all emergency code calls and Public Announcements through the Public Address.

Responsibilities:

• Answers phone calls in a polite and cordial manner.
• Maintains proper telephone etiquette.
• Handles patient complaints and addresses them to the concerned Clinic Manager/Supervisor in a timely manner without delay.
• Assists in the orientation of new staff members to the Switchboard.
• Facilitates efficient operator function by consulting and communicating with all co-workers.
• Maintains complete product knowledge at all times of all hospital features, services and hours of operations.
• Maintains caller flow by answering calls within three rings and ensures customer cue is at a minimum.
• Transfers call to appropriate staff/departments.
• Maintains and updates hospital extensions, call lists, physicians’ names, Department Heads and contact numbers.
• Creates all required 24-hour Public Announcements through the Public Address System.
• Performs continuous weekly testing of code Blue and Green systems.
• Responds to all emergency calls promptly according to the established procedure.
• Ensures that the place of work and surrounding area is kept clean and organized at all times.
• Reports equipment failure, safety and security issues, and or/reduction of supply inventory to the Patient Relations Supervisor/Coordinator.

Qualifications:

• High School Graduate

Professional Experience:

• Excellent English and Arabic verbal/written communication skills
• Basic computer literacy
• Exposure to/experience with customer service principles
• Exposure to/experience with Continous Quality Improvement (CQI) and Joint Commission International Accreditation (JCIA) principles
• Demonstrates adequate Medical Terminology
• Demonstrates computer literacy (in Cerner System) and efficiency