Telecommunication Operator

Advocate Health Care; Downers Grove (IL); On-site; USD 19,000 - 28,000; Full time

Job summary

Advocate Health Care is seeking an experienced Telecommunication/ paging operator to manage the hospital's paging system and answering service. You will handle incoming and outgoing calls, relay messages for physicians and staff, and support the Doctors Answering Service with accurate paging and documentation.

The role requires 1-2 years of experience, typing 30-40 WPM, and proficiency with a switchboard and computer terminals. Flexible hours, including weekends and holidays, may be required.

Qualifications

• High School diploma or equivalent required.
• 1-2 years experience preferred.
• Typing speed 30-40 WPM with accuracy.
• Switchboard console operation experience.
• Ability to operate a computer terminal.

Responsibilities

• Process incoming calls for patients, staff, physicians, and public in a courteous and professional manner.
• Process outgoing calls for staff and physicians in a courteous and professional manner.
• Record and transmit messages for physicians and office personnel on the Doctors Answering Service.
• Enter pager blocks for physicians.
• Assist in replacement of patient telephones and resolve related issues.
• Log information in pager logs and maintain department records.

Skills

Typing 30-40 WPM

Switchboard operation

Computer terminal

Education

High School or equivalent

Job description

Major Responsibilities

Ensure effective and efficient operation of paging system, AmCom

Major Responsibilities

Ensure effective and efficient operation of paging system, AmCom

Answering Service, Alcatel communication systems, and other department related equipment (fax, printers, computer, etc.)

• Process incoming calls for patients, staff, physicians, and public in a courteous and professional manner.
• Process outgoing calls for staff and physicians in a courteous and professional manner.
• Process incoming and outgoing calls on the Doctors Answering Service. Perform board checks to ensure a timely delivery of all messages(physician and office).
• Record and transmit messages for physicians and office personnel on the Doctors Answering Service
• Enter pager blocks for physicians.

Enter physician vacation time and on-call information immediately whether on exception scheduler or Remarks.

• Assist patients, staff, and physicians in placing outgoing calls in a courteous and professional manner.
• Place long distance calls for staff/adminstration in a courteous and professional manner.
• Report all telephone equipment issues to Telecommunications Analyst by way of the Help desk
• Report internal specific phone trouble to repair service to the Telecommunications analysts by way of the Help desk
• Assist in replacement service of patient telephones

Ensure the code team is dispatched following hospital protocol.

• Notify Cardiac Cath Lab of emergency procedures to be performed on off hours.
• Dispatch cardiac code team for Code Blue’s, processing through amcom paging terminal, and announcing over the intercom system. Notify Emergency department when a house doctor isn't available.

Ensure accuracy in department procedure during external/internal disasters.

• Monitor bomb threat calls (i.e. taking notes, e.g., time, male/female, tone of voice, accent, etc.).
• Make appropriate notifications immediately following a bomb threat
• Make appropriate notifications for external/internal disasters and accurately log events as they occur.
• Make appropriate notifications when fire alarm is activated
• Make appropriate notifications upon receiving a statement of severe weather
• Make appropriate notifications upon receiving a statement of disturbance in progress

Conduct a wide range of paging functions

• Swap out faulty pager equipment for staff/physicians by using telephone# to American Messaging listed in Amcom.

Log all information on pager swaps in pager log book accurately and in a timely manner.

• Page physicians, staff, and family members of patients via public address system and house pagers, and page physicians long range when requested by staff
• Make public address announcements for department meetings and special events, when requested
• Make public address announcements for all emergency situations

Monitor various alarm systems.

• Monitor all hospital building fire alarms, blood bank refrigerator, medical gas alarms, dietary etc

Provide accurate information to patients, staff, physicians, and the public, as requested

• Make appropriate notifications for patient expirations.
• Take messages for physicians, administration, managers, as a courtesy, when necessary
• Accurately provide various general information to patients, staff, physicians, and the public, including , but not limited to; patient room numbers by referring to the AmCom computer system, physician office and service telephone numbers, visiting hours, hospital and professional building addresses, specific department and/or extension numbers to call for specific information or complaints, phone operation and paging instructions, pager numbers, by referring to directories or computer terminal.

Maintain department logs for various department procedures, equipment/pagers/keys that Telecommunications releases for use by hospital staff

• Maintain house physician’s pagers, keys for Telecommunications equipment room and physician’s call room, and register for sign out and return of all the aforementioned for referral, and to insure accountability for unreturned pagers and/or keys.
• Maintain accurate information in department logs for replacement of patient phones, hard of hearing phones, TDD Units
• Document all emergency information, as received
• Maintain accurate log of telephone system alarms and trouble for repair.
• Maintain accurate log of all Code Blue’s for referral, as needed.
• Accurately log all fire alarms, for referral, according to department procedure.

Other duties assigned to them by the coordinator/lead operator to ensure the department needs are met.

• Filing of paperwork in the physician answering service files
• Updating the on/call schedules. Contacting the department/physicians to obtain current/upcoming schedules.
• Perform various data entry tasks. Education/Experience Required: High School or equivalent.

1-2 years experience

Knowledge, Skills & Abilities Required: Types 30-40 WPM, preferred.

Switchboard console operation.

Ability to operate a computer terminal. Not Applicable.

Physical Requirements And Working Conditions

Ability to process various calls in a courteous, rapid, and professional manner.

Ability to maintain composure under stressful, emergency situations.

Willing to work flexible hours, weekends, and holidays.

Ability to prioritize work flow efficiently and effectively.

Ability to sit for extended periods. If position has direct patient care or direct patient contact the following lifting requirement supersedes any previous lifting requirement effective 06/01/2015.

Ability to lift up to 35 pounds without assistance. For patient lifts of over 35 pounds, or when patient is unable to assist with the lift, patient handling equipment is expected to be used, with at least one other associate, when available. Unique patient lifting/movement situations will be assessed on a case‑by‑case basis. Addendum: ADDENDUM TO JOB DESCRIPTIONS RELATED TO PATIENT SAFETY

Report patient safety events and near misses in timely fashion

Adhere to all behavioral and procedural patient safety practices

Promote culture of safety through identifying threats to patient safety and intervening to prevent patient harm

Communicate openly and promote team work

Report intimidating behavior and other threats to patient safety promptly

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.