Telecommunications Operator Lead - Main IT Infrastructure - Full Time - Days

The Christ Hospital Health Network; Cincinnati (OH); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Lead Telephone Operator to oversee the operations of the switchboard team. This role involves managing call routing, monitoring emergency systems, and providing exceptional customer service in a fast-paced healthcare environment. The ideal candidate will possess strong organizational and communication skills, ensuring that all calls are handled efficiently and effectively. Join a dedicated team where your contributions will directly impact patient care and operational excellence. If you thrive under pressure and are passionate about service, this opportunity is perfect for you.

Qualifications

• 1-3 years of switchboard or help desk experience preferred.
• Strong customer service experience in a healthcare setting.

Responsibilities

• Answer and route incoming calls, including emergency calls.
• Supervise switchboard operators and maintain schedules.
• Monitor emergency features and dispatch personnel.

Skills

Customer Service

Communication Skills

Organizational Skills

Multi-tasking

Attention to Detail

Calm Under Pressure

Education

High School Diploma or GED

Tools

Spok Software

Multi-line Phone Systems

Job description

Job Description

Lead telephone operator works assisting the IT Vendor Service Delivery Manager with administrative duties, providing leadership to operators of the appropriate shift and establishing weekly shift schedules. This position also performs all of the duties of a telephone operator and ensures that proper procedures are followed during code events and emergency situations.

Responsibilities

1. Call Routing

• Answer and route incoming calls to include patient information,

• paging, directory assistance & emergency calls

• Process outgoing calls including long distance, international and conference calls

• Organize daily notices in order to provide accurate call information to route

• calls appropriately

• Document calls per policy

• Generate reports for management

2. Monitoring

• Immediate and calm response to all emergency features and dispatch of appropriate personnel timely

• Monitor medical and non-medical line and perform timely notification

• Monitor Clinical Alerts (i.e. Dukane, blood bank)

• Monitor PO&M system (i.e. fire, oxygen, Welcome screen, generator)

• Monitor Security systems (i.e. panic, cameras)

• Handle calls in a disaster as part of emergency preparedness

• Monitor the weather alert radio and make notifications per process

• Document monitored results per process

3. Pager Service

• Perform paging, oncall and directory duties per Spok Software process

• Additional paging through SMARTWEB and USA Mobility

• Provide programming and testing of pagers for customers

• Exchange in-house and long-range pagers for customers with defective units

• Monitor and maintain pager inventory for both in-house and long-range

• Document daily changes to on-call schedules

• Generate reports for management

4. Telecom Operator Supervision

• Serve in leadership role capacity for daily supervision of switchboard operators

• Performs input to performance reviews and work plans as necessary to help staff improve performance

• Develop and maintain telecom operator schedules

• Execute the distribution of pagers to various sites across TCHHN

• Work with vendors in providing maintenance of devices and systems

• Provide financial reporting data for pagers on a monthly basis

• Escalates telecom personnel issues where appropriate

• Training and education on all operator duties to co-workers

• Develop and maintain documentation on all related operator systems

• Coordinate continuous process improvement ideas for management

5. Other duties as assigned

Qualifications

KNOWLEDGE AND SKILLS:

Please describe any specialized knowledge or skills, which are REQUIRED to perform the position duties. Do not personalize the job description, credentials, or knowledge and skills based on the current associate. List any special education required for this position.

EDUCATION: Minimum High School Diploma or equivalent (GED) required

YEARS OF EXPERIENCE: Minimum of 1-3 years switchboard or help desk experience with two or more years of strong customer service experience in a health care setting preferred; 1 year experience operating a multi-line phone and related equipment required. Spok experience preferred.

REQUIRED SKILLS AND KNOWLEDGE:

Ability to remain calm under pressure and when handling request for emergency care and pay close attention to detail when answering, transferring and relaying incoming phone calls and maintaining records. Work is frequently performed under pressure. Strong organizational skills with attention to detail. Strong verbal and written communication skills. Basic computer skills, strong customer service skills and ability to multi-task. Ability and motivation to learn new technologies quickly and with minimal support and guidance. Interpersonal skills necessary in order to communicate effectively with a wide variety of hospital personnel, patients and outside callers in gathering and exchanging approved information. Always maintain a friendly, customer-service oriented demeanor in line with EXCELS.

LICENSES & CERTIFICATIONS: