Senior Telephone Operator

Greater Baltimore Medical Center (GBMC); Baltimore (MD); On-site; USD 60,000 - 80,000; Full time

Job summary

An established healthcare provider is looking for a dedicated operator to manage calls and ensure effective communication within the hospital. This role involves answering incoming calls, processing clinical codes, and coordinating emergency responses. The ideal candidate will possess strong communication skills and the ability to remain calm under pressure. Join a team that values respect, excellence, and teamwork, contributing to a healing environment where every interaction matters. If you thrive in a fast-paced setting and are eager to make a difference, this opportunity is perfect for you.

Qualifications

• Two years' experience in customer service, preferably in healthcare.
• Two years' switchboard experience preferred.

Responsibilities

• Acknowledges and processes calls quickly and efficiently.
• Operates Hospital paging systems and executes emergency procedures.
• Coordinates scheduling for the Operator team when required.

Skills

Strong oral and written communication skills

Ability to remain calm under pressure

Ability to exercise tact and diplomacy

Ability to utilize computer systems

Education

High school diploma or equivalent

Tools

SPOK Intellidesk

Microsoft Office

Outlook

Job description

Under direct supervision, is responsible for the answering, screening, and routing of all incoming, outgoing, and interoffice calls. Receives and processes clinical codes and hospital emergencies by notifying appropriate personnel, following established protocols and procedures. Answers after-hours calls for physician practices, paging on call providers as necessary. Receives concerns regarding pager and telephone equipment failures and notifies proper departments for resolution. Monitors alarms for maintenance and facilities. Serves as a resource for other Operators for problem resolution and complaints. Ensures accurate scheduling of on call providers, making required changes to the Answering Service schedule when needed. Performs new hire and remedial training as needed. Coordinates the scheduling for the Operator team when required.

Education:
High school diploma or equivalent
Licensures/Certifications:
N/A
Experience:
Two-years' experience in a customer service position, preferably in health care
Two-years' switchboard experience preferred
Skills:
* Strong oral and written communication skills
* Ability to remain calm and work efficiently under pressure
* Ability to exercise tact and diplomacy
* Ability to utilize related computer systems including SPOK Intellidesk, Microsoft Office and Outlook.

Principal Duties and Responsibilities:
* Acknowledges and processes calls quickly and efficiently.
* Operates Hospital paging systems and executes translation changes.
* Executes emergency procedures, evaluates repair problems, determines appropriate actions and reports if necessary.
* Provides pertinent information to various personnel within the Hospital.
* Monitors and controls various station user features.
* Maintains accurate information in numerous forms, such as reference material, directory listings, equipment and communications logs, and patient telephone service records.
* Maintains various records pertaining to traffic and unusual happenings.
* Coordinates the scheduling for the Operator team when required.
* Performs new hire and remedial training as needed.
* Ensures accurate scheduling of on call providers, making required changes to the Answering Service schedule when needed.
* Serves as a primary resource for other Operators for problem resolution and complaints.

All roles must demonstrate GBMC Values:

Respect

I will treat everyone with courtesy. I will foster a healing environment.

• Treats others with fairness, kindness, and respect for personal dignity and privacy

• Listens and responds appropriately to others' needs, feelings, and capabilities

Excellence

I will strive for superior performance in every aspect of my work. I will recognize and celebrate the accomplishments of others.

• Meets and/or exceeds customer expectations
• Actively pursues learning and self-development
• Pays attention to detail; follows through

Accountability

I will be professional in the way I act, look and speak. I will take ownership to solve problems.

• Sets a positive, professional example for others
• Takes ownership of problems and does what is needed to solve them
• Appropriately plans and utilizes required resources for various job duties
• Reports to work regularly and on time

Teamwork

I will be engaged and collaborative. I will keep people informed.

• Works cooperatively and collaboratively with others for the success of the team
• Addresses and resolves conflict in a positive way
• Seeks out the ideas of others to reach the best solutions
• Acknowledges and celebrates the contribution of others

Ethical Behavior

I will always act with honesty and integrity. I will protect the patient.

• Demonstrates honesty, integrity and good judgment
• Respects the cultural, psychosocial, and spiritual needs of patients/families/coworkers

Results

I will set goals and measure outcomes that support organizational goals. I will give and accept help to achieve goals.

• Embraces change and improvement in the work environment
• Continuously seeks to improve the quality of products/services
• Displays flexibility in dealing with new situations or obstacles
• Achieves results on time by focusing on priorities and manages time efficiently

Pay Range

$16.79 - $24.37

Final salary offer will be based on the candidate's qualifications, education, experience and alignment with our organizational needs.

COVID-19 Vaccination

All applicants must be fully vaccinated against Covid-19 or obtain a GBMC approved medical or religious exemption prior to starting employment at GBMC Healthcare, to include Gilchrist and GBMC Health Partners.

Equal Employment Opportunity

GBMC HealthCare and its affiliates are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.