Telecommunications Operator - Main Patient and Guest Services - Part Time - Weekends

The Christ Hospital; Cincinnati (OH); On-site; USD 21,000 - 28,000; Full time

Job summary

The Christ Hospital in Cincinnati is seeking a Telecom Operator to answer and route calls, assist patients with information, paging and emergency communications. You will document calls and ensure accurate routing according to policy.

The role requires at least a high school diploma and 2+ years in healthcare customer service; experience with multi-line phones and AMCOM is preferred. Strong composure, organization, and communication are essential.

Qualifications

• High school diploma or equivalent required.
• 2+ years customer service in health care preferred; 1 year operating a multi-line phone required.
• AMCOM experience preferred.

Responsibilities

• Answer and route incoming calls including patient information, paging, directory assistance and emergency calls.
• Monitor emergency features, security systems and clinical alerts.
• Perform paging, on-call duties and maintain pager inventory.

Skills

Customer service

Communication skills

Calm under pressure

Multi-tasking

Education

High School Diploma or equivalent

Tools

Multi-line phone system

Amcom Software

Pager system

Job description

Job Description

The Telecom Operator will be responsible for answering and routing incoming calls to include patient information, paging, directory assistance and emergency calls. The Telecom Operator will organize daily notices in order to provide accurate call information, document calls properly and monitor medial and non-medical line, responding to emergency calls and dispatching appropriately.

Responsibilities

1. Call Routing

• Answer and route incoming calls to include patient information, paging, directory assistance & emergency call
• Process outgoing calls including long distance, international and conference call
• Organize daily notices in order to provide accurate call information to route calls appropriately
• Document calls per policy

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 preparedne
• Monitor the weather alert radio and make notifications per proce
• Document monitored results per proce

3. Pager Service

• Perform paging, oncall and directory duties per Amcom 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 unit
• Monitor and maintain pager inventory for both in-house and long-range
• Document daily changes to on-call schedule

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: 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,. AMCOM experience preferred.

REQUIRED SKILLS AND KNOWLEDGE

Ability to remain calm under pressure and when handling request for emergency care. 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