Associate Telephone Operator - Per Diem, Rotating

Dartmouth-Hitchcock Health; Lebanon (NH); On-site; USD 21,000 - 28,000; Full time

Job summary

Dartmouth-Hitchcock Health in Lebanon, NH, is seeking a capable call center professional to act as the first contact for callers, patients, and staff in a 24x7 environment. The role involves soliciting information to determine urgency and directing callers appropriately.

Responsibilities include handling calls with etiquette, providing general information, and supporting efficient, professional service while utilizing multiple software programs and equipment.

Qualifications

• High school diploma or equivalent required.
• At least 1 year in a telephone-based customer service role, preferably healthcare.
• Ability to use computer/phone for extended periods.
• Experience with multiple software programs and equipment in a fast-paced environment.
• Strong communication and interpersonal service skills; able to work independently or in a team.
• Demonstrates initiative, self-accountability, and good time management.

Responsibilities

• Receives, transfers, and places calls with proper telephone etiquette and standardized greeting.
• Exhibits active listening, reasoning, problem solving, and quick responding.
• Answers questions from external users and provides general information.
• Maintains professional demeanor with internal and external customers; supports exceptional customer service.
• Operates switchboard processes for emergency alarms, codes, or disaster incidents; follows procedures for Code Blue, STAT Airway, STEMI, Stroke, and Trauma Team activations.
• Performs other duties as required.

Skills

Customer service

Communication skills

Interpersonal skills

Teamwork

Time management

Initiative

Attention to detail

Education

High School Diploma or Equivalent

Job description

Overview

This position is located in Lebanon, NH.

Acts as first contact in assisting callers, patients and staff in placing, receiving calls in a 24x7 environment. Solicits sufficient information from each caller to determine nature and urgency of call-in order to refer and/or respond appropriately.

Responsibilities

• Receives, transfers, and places calls using appropriate telephone etiquette and standardized greeting.
• Exhibits superior listening skills utilizing reasoning, problem solving, quick responding, and comprehension/understanding skills.
• Promptly and courteously answers questions from external users and provides general information.
• Interacts with all individuals in a professional manner, providing attention, support, and assistance to foster an environment of exceptional customer service.
• Demonstrates proficient computer and telephone/paging skills.
• Demonstrates exceptional customer service skills.
• Maintains a pleasant and helpful demeanor and consistently demonstrates a professional attitude toward all internal users and external customers.
• Demonstrates an ability to perform with precision and accuracy and for all switchboard processes for all emergency alarms, codes, or disaster incidents.
• Proficient in multiple mass communication notification tools.
• Responds efficiently and accurately to emergency codes following designated procedures where applicable related to Code Blue, STAT Airway, STEMI, Stroke, and Trauma Team activations.
• Performs other duties as required or assigned

Qualifications

• High School Diploma or Equivalent
• One (1) year working in a telephone-based customer service role, preferably a healthcare environment and/or one (1) year telecommunications experience required.
• Must be able to use computer/phone for extended periods of time.
• Demonstrated ability to use multiple software programs and equipment in a fast-paced environment while assisting others.
• Demonstrated communication and interpersonal service skills and ability to work both independently and as part of a team required.
• Demonstrated initiative and self-accountability with exceptional organizational and time management skills.
• Complying with D-H policies and standards for all actions related to their role

Required Licensure/Certifications

• None