Lead, Operator Central Telecommunications

Saint Francis Hospital, Inc.; United States; On-site; USD 42,000 - 62,000; Full time

Job summary

Saint Francis Hospital, Inc. is seeking a Communications Associate to support the Information Services Communications team. This full-time, weekend-focused role requires coverage Friday through Sunday (7:30 AM-8:00 PM) plus Thursdays (4:00 PM-8:00 PM) to ensure reliable hospital communications.

The role involves answering calls, routing information, maintaining confidentiality, and updating on-call schedules for departments and physicians. Prior related experience is preferred.

Qualifications

• High School Diploma or GED required.
• 1-2 years related experience preferred.
• Strong interpersonal and written/verbal communication skills required.

Responsibilities

• Answer incoming calls on the main switchboard in a courteous manner and direct to the appropriate department or individual.
• Answer, transcribe and relay information accurately related to the Medicall answering service.
• Maintain complete confidentiality of all information relating to physicians, patients and staff.
• Incorporate changes into daily operations ensuring schedules, specials and code policies are updated.
• Swap/replace broken or lost pagers and maintain records of those sent/returned.
• Escalate issues to Telephone Secretaries and inform Management of situations needing escalation.
• Review work schedules and coordinate daily changes due to vacations, sick time or emergencies.

Skills

Interpersonal skills

Written communication

Verbal communication

Confidentiality

Education

High School Diploma or GED

Job description

Full Time Weekend-Focused Schedule

Enjoy a consistent schedule working Friday through Sunday from 7:30 AM-8:00 PM, plus an additional Thursday evening shift from 4:00 PM-8:00 PM.

Job Summary

Under the direction of the department Manager, provide a positive resource of leadership and encouragement for the function of the Communications department to all others. To answer and route inbound calls and messages to hospital/Medicall from community, patients, physicians and staff for the operating integrity of the answering service. Keep abreast of policy and procedures required to monitor and react to alarms and codes. Maintain accurate on-call schedules for departments and physicians.

Essential Functions and Responsibilities

• Answer incoming calls on the main switchboard in a courteous manner directing each to the appropriate department or individual while maintaining an average answer time of 98%.
• Answer, transcribe and relay information accurately related to the Medicall answering service while maintaining an average answer time of 98%.
• Maintain complete confidentiality of all information relating to physicians, patients and staff.
• Incorporate changes into the daily operations assuring physician/departmental schedules/specials and code policies are correctly updated for accurate information purposes.
• Swap/replace broken or lost pagers to physicians and hospital staff, maintain an accurate record of those being sent to and returned from repair.
• Serve as a means of escalation to the Telephone Secretaries dealing with problem calls, hardware/software deficiencies or disaster/recovery while keeping Management advised of departmental situations that could lead to further explanation or escalation.
• Review work schedules coordinating daily changes due to vacation, sick time or emergencies, accommodating shifts according to departmental needs.

Minimum Education

High School Diploma or GED.

Licensure, Registration and/or Certification

None.

Work Experience

1 - 2 years related experience.

Knowledge, Skills and Abilities

Effective interpersonal, written and verbal communication skills.

Decision Making

Independent judgment in making minor decisions where alternatives are limited and standard policies/protocols have been established.

Working Relationships

Leads others in same work performed (does not supervise). Has input on performance evaluations but does not prepare or give.

Works directly with patients and/or customers.

Works with internal/external customers.

Works with other healthcare professionals and staff.

Special Job Dimensions

None.

Supplemental Information

This document generally describes the essential functions of the job and the physical demands required to perform the job. This compilation of essential functions and physical demands is not all inclusive nor does it prohibit the assignment of additional duties.

Information Services Communications - Yale Campus Location

Tulsa, Oklahoma 74136 EOE Protected Veterans/Disability Saint Francis is a Catholic, not-for-profit Health system based in Tulsa, Oklahoma. We are the largest private employer in Eastern Oklahoma with over 12,000 employees, including 1,000 physicians. The health system is anchored by the 1,112-bed Saint Francis Hospital, the largest hospital in Oklahoma and the 11th largest in the nation. Our system also includes hospitals in south Tulsa, Muskogee and Vinita, as well as 110 Warren Clinic locations from Monkey Island to McAlester, northeastern Oklahoma's only children's hospital, a level IV neonatal intensive care unit, a 168-bed heart hospital, and Tulsa's leading trauma and emergency center.