Telecom Operator PRN

Houston Methodist; Houston (TX); On-site; USD 30,000 - 45,000; Full time

Job summary

Houston Methodist is seeking a Telecommunication Operator to manage calls and messages efficiently, ensuring communication during emergencies. This role requires strong customer service skills and the ability to work under pressure while assisting patients and staff.

Qualifications

• One year customer service experience required.
• Dispatching and healthcare experience preferred.

Responsibilities

• Handles emergency calls with reliability and accuracy.
• Responds to incoming calls and directs them appropriately.
• Facilitates communication during emergencies.

Skills

Critical Thinking

Customer Service

Communication

Education

High School diploma or equivalent

Job description

At Houston Methodist, the Telecommunication Operator position is responsible for the efficient operation and use of the switchboard and paging system to receive and relay calls or messages to the requested party or hospital area. This position assists patient, physicians and staff with general information and monitors all hospital alarm systems and serves as a vital link in the communication process during emergencies. The Telecommunication Operator position handles emergency calls requiring a high degree of reliability, accuracy, flexibility, critical thinking skills in stressful situations. This position strives to make the physical, emotional and spiritual needs of those served top priority and effectively communicates in a manner consistent with a customer service focus.

PEOPLE ESSENTIAL FUNCTIONS

• Communicates pertinent information to co-workers to ensure proper handling and processing of calls when away from operator position.

• Responds positively and professionally to all calls and requests for information and assistance from patients, family members, physicians and others.

• Promotes a positive work environment and contributes to a dynamic, team focused work unit that actively helps one another to achieve optimal department results and organizational results.

SERVICE ESSENTIAL FUNCTIONS

• Responds to incoming calls in a timely manner and directs caller to appropriate destination providing a smooth, clear and professionally courteous communication practice.

• Responds quickly and accurately to disaster and emergency situations according to department protocol.

• Announces emergencies through the overhead paging systems and facilitates communication during emergencies and disaster plans as appropriate.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Effectively utilizes telecommunications hardware and software including problem or failure diagnosis techniques.

• Stays up to date on organizational changes including policies and important initiatives.

• Meets department metrics (abandonment rates, productivity/activities per hour, etc).

FINANCE ESSENTIAL FUNCTIONS

• Utilizes department resources wisely and efficiently. Informs management when normal wear requires replacement.

• Organizes time effectively, minimizing incidental overtime and sets priorities. Utilizes time effectively between heavy workloads efficiently and helps other team members

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Seeks opportunities to expand learning beyond baseline competencies with a focus on continual improvement. Generates and communicates new ideas and suggestions that will improve quality or service.

This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.

EDUCATION

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

WORK EXPERIENCE

• One year customer service experience

• Dispatching experience preferred

• Healthcare experience preferred