Telecommunications Operator I - Full Time Nights, 36 Hours, 3 Nights, Including One Weekend Nig[...]

Wentworth-Douglass Hospital; Dover (NH); On-site; USD 25,000 - 29,000; Full time

Job summary

Wentworth-Douglass Hospital in Dover, NH is seeking a Telecommunications Operator to ensure clear, timely communication across the hospital. You will answer and route calls, relay emergencies, support staff and visitors, and document urgent messages according to protocol.

This onsite role requires a high school diploma, 2–3 years of customer service experience, strong phone skills, and sound judgment for prioritizing messages.

Qualifications

• High School Diploma or equivalent required.
• Experience in customer service or call-center preferred (2–3 years).
• Strong interpersonal and phone skills with the ability to prioritize messages.

Responsibilities

• Operate the hospital telecommunications system, including answering and routing calls to appropriate departments.
• Relay emergency codes, pages, and urgent messages promptly.
• Answer queries, provide information to staff, patients, and visitors, and document calls and emergencies.
• Coordinate with security, facilities, and clinical teams to share important information during incidents.
• Ensure equipment is functioning and report malfunctions.
• Follow protocols to prioritize emergency and critical communications.

Skills

Interpersonal skills

Phone skills

Customer service

Judgment and prioritization

Education

High school diploma or equivalent

Job description

Site: Wentworth-Douglass HospitalMass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.Job SummaryThe Telecommunications Operator is responsible for ensuring effective communication within the hospital environment, supporting staff, patients, and visitors. This role primarily focuses on operating the hospital's phone system, relaying messages, answering inquiries, and providing information. The operator also ensures that emergency calls and codes are handled quickly and accurately, contributing to the smooth functioning of hospital operations.QualificationsOperate the hospital’s telecommunications system, including answering incoming calls, making outgoing calls, and routing calls to appropriate departments.Relay emergency codes, pages, and other critical messages promptly and accurately.Provide assistance to hospital staff, patients, and visitors by answering queries and directing them to the appropriate resources.Maintain accurate records of communication and calls, including documenting emergencies and urgent messages.Assist with handling patient requests for information and service.Coordinate with security, facilities management, and medical teams to relay information regarding emergencies, maintenance, and other urgent situations.Ensure that equipment is functioning properly and report any issues or malfunctions.Follow established protocols to prioritize emergency calls and other critical communications.EducationHigh School Diploma or Equivalent requiredCan this role accept experience in lieu of a degree?NoExperienceCustomer service or call-center experience 2-3 years preferredKnowledge, Skills and AbilitiesGood inter-personal and phone skills.Commitment to demonstrate consistent outstanding customer service.Confident to quickly assess situations and make reasonable judgement decisions.Must be able to prioritize rationally.Additional Job Details (if applicable)Remote TypeOnsiteWork Location789 Central AvenueScheduled Weekly Hours36Employee TypeRegularWork ShiftNight (United States of America)Pay Range$17.71 - $20.82/HourlyGrade1At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.EEO Statement:1810 Wentworth-Douglass Hospital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.Mass General Brigham Competency FrameworkAt Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.