Telecommunications Operator - Security - Springfield Regional Medical Center

easyservice; Springfield (OH); On-site; USD 23,000 - 36,000; Full time

Benefits offered by this job

Competitive pay

Benefits package

Paid time off

Tuition assistance

Job summary

Mercy Health in Springfield, OH is seeking a Telecommunications Operator for evenings/nights to manage high volumes of calls, provide patient and staff information, and support emergency communications. The role emphasizes confidentiality, customer service, and coordination with clinical and administrative teams.

Requirements include a High School diploma and preferred prior call center experience. Training and ongoing support are provided within a hospital security and communications context.

Qualifications

• High School diploma or equivalent required.
• Prior call center experience preferred.
• Excellent interpersonal communication and customer service skills.
• Verbal and written communication skills.
• Attention to detail and critical thinking.
• Ability to communicate with all levels of professionals.
• Teamwork and conflict resolution abilities.
• Active listening and relationship-building skills.

Responsibilities

• Operates multi-line telecommunications and switchboard systems to receive, process, and route incoming and outgoing calls accurately and efficiently.
• Serves as the first point of contact for callers by determining the nature of inquiries and providing accurate information regarding hospital services, departments, locations, and resources.
• Utilizes overhead paging, mass notification, and communication systems to announce messages, emergency notifications, and routine communications.
• Assists callers, patients, visitors, physicians, and staff with information requests, referrals, class registrations, and other support services as appropriate.
• Contacts clinical, administrative, and support personnel to facilitate patient care, operational needs, and emergency response activities.
• Documents communication activity, maintains required logs, and reports unusual events, communication issues, or service concerns to leadership.
• Provides exceptional customer service while maintaining confidentiality and professionalism in all communications.
• May receive, coordinate, and facilitate routine, urgent, and emergency communications in support of patient care, hospital operations, safety and security response, emergency management and organizational communication needs.
• May monitor designated security, fire, and life-safety alarm systems and initiate appropriate notification and escalation procedures according to established protocols.

Skills

Excellent Interpersonal Communication

Customer Service experience

Verbal and written communication

Attention to detail

Critical thinking

Communication with professionals

Teamwork

Conflict resolution

Active listening

Relationship building

Education

High School diploma or equivalent

Job description

Scheduled Weekly Hours

24

Work Shift

Evenings/Nights (United States of America)

Primary Function/General Purpose of Position

The Telecommunications Operator is responsible for receiving, routing, and responding to a high volume of incoming and outgoing calls, providing information and assistance to patients, visitors, physicians, and staff, operating paging and communication systems, and supporting emergency communication processes, as needed.

Essential Job Functions

• Operates multi-line telecommunications and switchboard systems to receive, process, and route incoming and outgoing calls accurately and efficiently.
• Serves as the first point of contact for callers by determining the nature of inquiries and providing accurate information regarding hospital services, departments, locations, and resources.
• Utilizes overhead paging, mass notification, and communication systems to announce authorized messages, emergency notifications, and routine operational communications.
• Assists callers, patients, visitors, physicians, and staff with information requests, referrals, class registrations, and other support services as appropriate.
• Contacts clinical, administrative, and support personnel as requested to facilitate patient care, operational needs, and emergency response activities.
• Documents communication activity, maintains required logs, and reports unusual events, communication issues, or service concerns to leadership.
• Provides exceptional customer service while maintaining confidentiality and professionalism in all communications.
• May receive, coordinate, and facilitate routine, urgent, and emergency communications in support of patient care, hospital operations, safety and security response, emergency management and organizational communication needs.
• May monitor designated security, fire, and life-safety alarm systems and initiate appropriate notification and escalation procedures according to established protocols.

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.

Licensing/Certification

None

Education

High School diploma or equivalent (required)

Work Experience

Prior call center experience (preferred)

Training

None

Skills

• Excellent Interpersonal Communication
• Customer Service experience
• Verbal and written communication skills
• Attention to detail
• Critical thinking
• Communication with all levels of professionals
• Teamwork
• Conflict resolution
• Active listening
• Relationship building

Mercy Health is an equal opportunity employer.

As a Mercy Health associate, you're part of a Misson that matters. We support your well-being - personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.

What we offer

• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
• Medical, dental, vision, prescription coverage, HAS/FSA options, life insurance, mental health resources and discounts
• Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders
• Tuition assistance, professional development and continuing education support

Benefits may vary based on the market and employment status.

Department

Security - Springfield

It is our policy to abide by all Federal and State laws, as well as, the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). Accordingly, a ll applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health - Youngstown, Ohio or Bon Secours - Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affi. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at [e-mail] .