Communications Operator - Communications

CHRISTUS Health; San Antonio (TX); On-site; USD 22,000 - 33,000; Full time

Job summary

CHRISTUS Santa Rosa Health Care in San Antonio, TX is seeking a Telecommunications Operator responsible for answering calls, paging, emergency code announcements, and monitoring security systems. Under the supervision of the Telecommunications supervisor, you will assist in placing long distance calls and support 24/7 operations.

The role requires handling multiple tasks, maintaining records, and coordinating with internal and external emergency resources.

Qualifications

• High school diploma or equivalent required.
• 2 years PBX/Call Center experience preferred.
• Calmly and appropriately responds to emergency situations; multi-task and prioritize with problem-solving skills.
• Ability to multi-task, analyze and interpret information simultaneously and effectively.
• Must be able to operate a computer for inquiry and input purposes.
• Must communicate clearly and effectively with all internal and external customers.
• Bi-lingual English/Spanish preferred.
• Normal office conditions; long periods of sitting.
• Must be able to perform all duties in a stressful environment.

Responsibilities

• Demonstrates proficiency with hospital facilities, paging protocols, alarms, and security systems.
• Operates Avaya OneX Attendant Console, paging, security radios, CCTV monitors and paging systems.
• Transfers calls accurately between hospitals and campuses by location requested.
• Collaborates with team to suggest process improvements for quality service.
• Responds rapidly to emergency situations and maintains composure under stress.
• Maintains legible records and logs, both handwritten and electronic.
• Prioritizes multiple tasks and manages workflow efficiently.
• Uses interoperable communication devices during disaster or critical situations.
• Verifies entry requests to restricted security access points to ensure security integrity.
• Submits work orders for discrepancies to appropriate resources.
• Protects patient and staff confidentiality; does not disclose information.
• Provides after-hours coverage to support the Information Desk.
• Available to work various shifts for 24/7 coverage.

Skills

Customer service

Multi-tasking

Problem solving

Clear communication

Calm under pressure

Bilingual English/Spanish

Education

High School Diploma or equivalent

Tools

PBX/Call Center systems

Job description

Summary:

Responsible for providing the first impression of our hospitals to all individuals who seek information, assistance placing calls and overhead paging. Under the supervision of the Telecommunications supervisor, the operator answers all incoming calls to the hospital; operates the paging systems; responds to emergency codes and equipment needs; assists in placing long distance calls as needed and authorized; monitors and operates security CCTV, emergency audio/visual functions, alarms (security, maintenance and medical) and announces emergency codes (Blue/Cardiac, Red/Fire, Gray/Disaster, Pink/Infant Abduction, etc.) Performs all duties in a manner that meets or exceeds customer expectations are required in support of the Security and Telecommunications.

Responsibilities:

• Demonstrates proficiency and knowledgeable with each of the CSRHCS facilities (telephone extensions, emergency contact information, alarms, security, maintenance, medical, etc.) unique overhead paging protocols and procedures in accordance to services provided to patients, associates, medical staff and other as appropriate. (E)
• Demonstrates proficiency in the operations of the Avaya OneX Attendant Console, Paging System, security radio/dispatch system, operations of the security monitors (DVR/CCTV) and the general overhead paging system. (E)
• Demonstrates ability to transfer calls to multiple hospitals and campuses accurately by ascertaining the specific location requested by the caller. (E)
• Demonstrates ability to work effectively as a team member by providing input and suggestions for ongoing process improvement initiatives to better provide quality professional services for our customers. (E)
• Responds rapidly and effectively to emergency situations and maintains emotional composure, organization of work and accurate productivity during periods of stress and high activity. (E)
• Maintain legible and organized handwritten and computer records/logs.
• Substantial ability to perform and prioritize multiple simultaneous tasks.
• Proficient with the operation of sophisticated computerized network (web based camera applications, security and clinical alarms), including data entry information, retrieval and monitoring status changes as reflected by the computer and access control systems.
• Responsible for meeting customer service expectations in handling all internal and external emergency alarms/calls received or transmitted/announced in collaboration as appropriate with internal and external emergency resources. (E)
• Proficient with the use of interoperable communication devices (i.e. Web EOC, 800 MHZ radio, SAT Radio) as needed in the event of disaster/critical situations.
• Demonstrates ability to accurately perform the steps and procedures for emergency codes while operating in a high-pressure environment. (E)
• Verifies/confirms individuals requesting entry to restricted security access points throughout the region to ensure the integrity of the security program. (E)
• Submits work orders on all identified/reported discrepancies to appropriate internal/external resources for repair or replacement.
• Performs duties in a manner that protects the confidentiality of patients, associates, physicians, visitors and does not solicit or disclose confidential information.
• Provides after hours coverage to support the Information Desk at all facilities with patient inquiries.
• Available to work various shifts to provide 24/7 coverage as needed.
• Performs all duties in a manner that maximizes patient and customer satisfaction. (E)
• Appropriately adapts assigned assessment, treatment, and/or service methods to accommodate the unique physical, psychosocial, cultural, age-specific, and other developmental needs of each member served. (E)
• Demonstrates adherence to the CORE values of CHRISTUS Santa Rosa Health Care. (E)
• Performs other duties as assigned. (M)

Requirements:

• High School Diploma or equivalent is required.
• Two (2) years experience with PBX/Call Center or similar telecommunications equipment and personal computers is preferred.
• Calmly and appropriately responds to emergency situations; multi-task and prioritize, possesses problem-solving skills.
• Ability to multi-task, analyze and interpret information simultaneously and effectively.
• Must be able to operate a computer for inquiry and input purposes.
• Must communicate clearly and effectively with all internal and external customers to include problem identification.
• Bi-lingual English/Spanish preferred.
• Normal office conditions to include long periods of sitting.
• Must be able to perform all duties in a stressful environment.

Work Schedule:

MULTIPLE SHIFTS AVAILABLE

Work Type:

Full Time