Telecom Operator

Mercy Medical Center; United States; On-site; USD 21,000 - 30,000; Full time

Job summary

Mercy Medical Center in Cedar Rapids is seeking a PRN Call Center Associate to be the first friendly voice customers hear when calling the hospital. You will handle inbound calls, triage requests, and direct calls to the correct departments while maintaining calm and professional communication.

The role includes announcing emergency codes over the intercom and coordinating with Mercy Answering Service and security teams.

Qualifications

• Experience handling multi-line phone systems and basic computer software.
• Customer service professionalism with courteous, concise communication.

Responsibilities

• Serve as the primary contact for inbound calls to Mercy Medical Center.
• Prioritize, screen, and redirect calls to the appropriate departments.
• Announce emergency codes clearly on the hospital intercom.
• Coordinate triage with Mercy Answering Service for on-call staff.
• Communicate effectively with providers and hospital staff.
• Monitor medical alarm notifications and support security teams.
• Maintain accurate telecom documentation and HIPAA notices.

Skills

Multi-line phones

Customer service

Education

High School Diploma or Equivalent

Job description

Summary

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

Mercy is an independent, community‑based organization supporting the Cedar Rapids area for over 120 years.

Mercy is an equal‑opportunity employer.

We value diversity, equity, and inclusion and therefore evaluate qualified applicants without regard to race, color, ethnicity, ancestry, sex, sexual orientation, gender identity, marital status, civil union status, parental status, religion, national origin, age, disability, veteran status, and other legally protected characteristics.

Talent Tuesdays

An open‑house hiring event, every Tuesday.

Join Our Talent Community Be the first to know of new opportunities at Mercy Cedar Rapids.

Useful Links

• Benefits
• About Us
• Life at Mercy
• Life in Cedar Rapids