Communication Services Operator

Mercy; Ardmore (OK); On-site; USD 17,000 - 25,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision coverage

Paid time off

Tuition assistance

Retirement matching

Job summary

Mercy is seeking an Operator/Dispatcher to manage incoming and outgoing calls, page physicians, and provide timely information to patients, families and staff. The role may involve after-hours answering services and coordinating with multiple hospital departments.

You will use multiple software systems, maintain accurate logs, and support emergency codes and on-call procedures while upholding privacy and Mercy values.

Qualifications

• High school diploma or equivalent required.
• Basic computer and keyboarding skills required.
• Ability to navigate multiple software systems.
• Proficiency with Microsoft Office preferred.

Responsibilities

• Answer incoming calls and connect calls within a fast, courteous manner.
• Dispatch requests in priority order and document in the system.
• Assist physicians, patients and staff with paging and transfer of calls.
• Provide patient location information and locate additional resources as needed.
• Operate and monitor emergency notification and paging systems as required.
• Support on-call schedules and communicate updates to departments.

Skills

Basic computer and keyboarding skills

Navigate multiple computer software

Ability to communicate clearly in ngl

Knowledge of Microsoft Office

Education

High school diploma or equivalent

Job description

Find your calling at Mercy!

Position Details:

Overview
Under general supervision, answer all incoming calls; connect all incoming and outgoing calls; page physicians; obtain long distance information and place calls for physicians, personnel and families; provide patient information. Receive class registration & physician referral calls. May serve as Dispatcher for Safety and Security, Maintenance Departments, and other offsite locations.

Responsibilities

• Serves as the communication center by processing incoming, outgoing and inter-department telephone, by answering the phone line within 3 rings in a courteous manner consistent with the Mission and Values of Mercy.
• Dispatches respective requests, in order of priority, immediately upon receipt of the request and enters the request into the applicable reporting system
• Provides assistance to physicians, patients, family members, Mercy staff and the general public through the correct, expedient, and courteous transferring of calls, overhead paging, or pager communications
• Provides patient location information as well as answers specific hospital inquires and locating resources for additional information.
• Uses proper techniques to identify customer’s requests and direct customers to the appropriate locations.
• May provide Answering Service for after-hours Mercy Clinic calls and independent clients.
• Activates and properly executes all Codes and Emergency Notifications by overhead page and notification system as applicable. Follows Code procedures precisely to ensure immediate notification of Mercy co-workers.
• Contacts emergency medical teams for emergency procedures, according to department protocols and other services requested. May contact on-call staff to perform emergency procedures according to each department’s protocols and on-call schedules.
• May monitor the Fire Panel, Medical Gas Alarm, Security systems, Hugs/Peds Alarms, Panic Alarms, Tube system, weather band/inclement weather, depending on system location, and respond according to procedure.
• May communicate through radio transmission, and does so in a courteous and efficient manner.
• Communicates with local Fire Department, Police Department, EMT and Tech Electronics upon request, in emergency situations and during drills
• May assist with end-of-life notification, as appliable.
• May document in electronic medical record patient transport equipment needs
• Assists in maintaining and updating on-call schedules with support from clinics and departments. Utilize appropriate system for departments to document and share their on-call schedules.
• Proficient in documentation, assuring all call, alert, code and event information is documented properly in the operator console system.
• May help track and log patient valuables.
• May send out meeting reminders for hospital counsels and committees.
• Effectively communicate technological issues with MTS services.
• Informs the oncoming Operator/Dispatcher of pending requests and anything needing immediate or long-term attention
• Notifies leadership of issues that arise as soon as possible and may assist in the problem-solving process. Performs initial troubleshooting efforts to operator console, phone system and paging system when not working properly.
• Acknowledges and maintains the right to privacy and confidentiality.
• Works well with others and promotes team building.
• Adapts well to change and challenges.

Performs additional duties as assigned.

Qualifications
Education: High school diploma or equivalent.
Licensure: None.
Experience: Telephone or customer service experience beneficial.
Certifications: None.
Other:

• Basic computer and keyboarding skills
• Must be able to navigate multiple computer software systems simultaneously
• Ability to communicate clearly in English both orally and written
• Knowledge of Microsoft Office

Why Mercy?

From day one, Mercy offers outstanding benefits - including medical, dental, and vision coverage, paid time off, tuition support, and matched retirement plans for team members working 32+ hours per pay period.

Join a caring, collaborative team where your voice matters. At Mercy, you'll help shape the future of healthcare through innovation, technology, and compassion. As we grow, you'll grow with us.

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