Telecom Operator

MercyCare; Cedar Rapids (IA); On-site; USD 20,664 - 27,552; Part time

Job summary

MercyCare in Cedar Rapids is hiring a Telecom Operator to be the first point of contact for patients and staff. This role operates multi-line phones, answers calls with a friendly demeanor, and provides essential information while adhering to HIPAA guidelines.

The ideal candidate will possess strong customer service skills, have previous experience in a call center environment, and hold a High School Diploma or equivalent. This position has PRN weekend hours and provides an opportunity to support patient-centered care.

Qualifications

• Basic knowledge of multi-line phones and computer systems.
• Ability to carry on conversations to achieve positive outcomes.
• Customer service experience preferred.

Responsibilities

• Handle inbound calls and provide information about the hospital.
• Triage emergency phone lines and announce emergency codes.
• Work with various departments and maintain documentation.

Skills

Customer service skills

Multi-line phone operation

Basic computer skills

Education

High School Diploma or Equivalent

Job description

## Telecom OperatorApplylocations: Mercy Medical Centerposted on: Posted Todayjob requisition id: JR104772**This position is PRN with weekend hours - hours of 3:00pm-11:30pm****Work Shift**Weekend**Scheduled Weekly Hours**0**Summary**This role supports Mercy's philosophy of patient centered care by being an advocate on the phone and the first impression for Mercy Medical Center by answering calls with a friendly, pleasant, and calm voice. This role also requires asking clear and concise questions while providing sufficient answers, and will transfer calls to appropriate patient rooms, hospital departments, and staff. Will announce emergency codes via the hospital intercom with an immediate response and calm voice providing direction to hospital staff, security, and other emergency services. The team works closely with Mercy Medical Center’s volunteer staff by directing volunteers to assist patients, families, and visitors to requested departments.**Job Description****Job Duties*** Serves as the primary contact for inbound phone calls to Mercy Medical Center.* Properly manages calls by prioritizing, screening, paging, and redirecting inbound calls to appropriate locations.* Serves as the primary contact for internal emergency incidents by way of answering emergency phone lines and announcing emergency code messages in a clear, calm and concise manner.* Serves as the primary contact for Mercy Answering Service as it pertains to triaging inbound patient calls which an on-call medical representative may be necessary.* Understands and provides effective communication with providers, department managers, and medical staff.* Monitors and triages medical alarm notifications.* Works in conjunction with Mercy’s Security and Emergency Management departments in order to effectively monitor radio communication, security cameras, security notifications, and initiating emergency communication when necessary.* Follows departments documented communication expectations with regards to the team.* Utilizes provided Information Technology tools in order to ensure efficient call center support.* Aids various internal departments when additional help is needed.* Maintains accurate documentation as it relates to Telecom protocols and procedures.* Provides hospital and/or patient information for inbound calls while adhering to Health Insurance Portability and Accountability Act (HIPAA).* Follows Mercy's safety guidelines, carries out job-specific safety duties and responsibilities, and promptly reports any unsafe conditions, situations, incidents and injuries.**Knowledge, Skills and Abilities*** Has a basic knowledge of how to work with multi-line phones and multiple computer software.* Is a customer service professional with a courteous and concise speaking voice who can carry on a conversation, with customers, to obtain positive outcomes from their requests.**Professional Experience*** Previous customer service knowledge, multiple phone line knowledge preferred.* Basic computer skills required.**Education*** High School Diploma or Equivalent Required**Licensure, Certification, Registration*** N/A**Pay Rate Type**Hourly