Communication Services Operator (PRN) Ardmore, OK

Mercy; Ardmore (OK); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Paid time off

Tuition reimbursement

Retirement plan matching

Job summary

Mercy is seeking a dedicated Dispatcher/Operator to join our hospital communications team in Ardmore, OK. You will answer and route calls, manage paging, and support physicians, patients, and staff with timely information.

Responsibilities include prioritizing requests, documenting events in the operator system, and coordinating on-call coverage as needed. A high school diploma is required, and customer service experience is beneficial; Microsoft Office proficiency is expected.

Qualifications

• High school diploma or equivalent required.
• Telephone or customer service experience beneficial.
• Basic computer and keyboarding skills.
• Ability to navigate multiple software systems with ease.

Responsibilities

• Answer incoming calls and connect calls to appropriate recipients.
• Dispatch requests in order of priority and log into reporting systems.
• Assist physicians, patients, families, and staff with calls, paging, and information.
• Activate and follow emergency paging procedures and codes as needed.
• Maintain on-call schedules with clinics and departments and update systems.

Skills

Telephone etiquette

Customer service

English communication

Multitasking

Teamwork

Education

High school diploma or equivalent

Tools

Microsoft Office

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 Mercury?

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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