Telecommunications Operator

Care New England; Warwick (RI); On-site; USD 22,000 - 28,000; Full time

Job summary

Care New England in Warwick, RI is seeking a patient-focused call center agent for the Hospital and MEDNET Answering Service. You will greet callers, dispatch calls, and support staff with courteous, accurate information.

Responsibilities include handling emergency and non-emergency inquiries, updating AMION/MEDNET, and maintaining detailed records while delivering excellent service under pressure.

Qualifications

• High School diploma or equivalent required.
• AMION on-call scheduling and answering service knowledge a plus.
• Reliable, well-groomed team player.
• Ability to work in a fast-paced environment.
• Excellent interpersonal and communication skills.
• Detail-oriented with strong data entry and proofreading.

Responsibilities

• Greet visitors by phone and in person in a professional, courteous manner.
• Dispatch calls accurately and promptly; refer to department on-call lists for information.
• Update AMION and MEDNET during shifts; input daily coverage.
• Answer emergency calls and codes promptly and calmly.
• Communicate with Fire Department and radio systems; maintain customer service focus.
• Manage pager equipment and perform routine checks.
• Maintain quality records and tickets with clients.
• Perform other related duties as assigned.

Skills

Customer service

AMION on-call

Data entry

Education

High School diploma or equivalent

Tools

AMION

Job description

Job Summary

Responsible for receiving and dispatching 250-350 calls in an efficient and courteous manner, for the Hospital and MEDNET Answering Service. Must have genuine interest and empathy in meeting the needs of our patients, visitors and staff. Must demonstrate the ability to work well under pressure and be flexible to schedule changes to meet department needs. Computer skills are required.

Duties & Responsibilities

Greets visitors on the phone and in person in a professional, prompt and courteous manner. .

Dispatches calls in a professional, prompt, accurate and courteous manner. Refers to “department on call” lists to provide accurate information upon request...Updates AMION & MEDNET changes as they occur during shift. First shift inputs daily coverage

Answers and dispatches all emergency calls (similar to “911”), codes, elevator alarms, and emergency stat calls promptly and accurately in one ring or less in a calm manner.

Responds to Fire Department and 800 MHz radio. Utilizes walkie-talkies as specified in accounts. Demonstrates excellent interpersonal skills with affiliated departments, staff, patients and other outside contacts. Maintains emphasis on excellent customer service.

Distributes A/V equipment as requested and assures the employee signs in/out. Checks equipment upon return to assure wire/cords, etc. is in place.

Provides pager management assistance on all shifts. Replacement of pagers, batteries, troubleshooting, etc.

Maintains quality records/tickets in accounts in collaboration with the clients.

Performs all other related duties as assigned.

Requirements

A High School diploma or equivalent is required.

AMION on-call scheduling, customer service and answering service knowledge is a plus.

Reliable, well-groomed and a team-player.

Ability to work in a fast-paced environment.

Exceptional interpersonal skills with the ability to display patience.

Clear communication skills (written and verbal) using positive language, while speaking in a calm and cheerful manner.

Ability to resolve potentially stressful callers’ interactions.

Demonstrated excellence in the continuous handling of meticulous detail.

Excellent data entry, proofreading, spelling and typing skills.

About Us

Care New England Health System (CNE)and its member institutions, Butler Hospital, Women & Infants Hospital, Kent Hospital, VNA of Care New England, Integra, The Providence Center, and Care New England Medical Group, is a trusted, integrated health care organization that fuels the latest advances in medical research, attracts the nation’s top specialty-trained doctors, hones renowned services and innovative programs, and engages in the important discussions people need to have about their health and end-of-life wishes. Care New England is helping to transform the future of health care, providing a leading voice in the ongoing effort to ensure the health of the individuals and communities we serve.

EEO Statements

Americans with Disability Act Statement: External and internal applicants, as well as position incumbents who become disabled must be able to perform the essential job-specific functions either unaided or with the assistance of a reasonable accommodation, to be determined by the organization on a case-by-case basis.

EEOC Statement: Care New England is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status

Ethics Statement: Employee conducts himself/herself consistent with the ethical standards of the organization including, but not limited to hospital policy, mission, vision, and values.