TELECOMMUNICATIONS SPECIALIST (164D)

Memorial Home Services; Decatur (IL); On-site; USD 21,000 - 30,000; Full time

Job summary

Memorial Health System is seeking a responsible Switchboard Operator to handle incoming calls across hospital locations, route messages, and coordinate with physicians and staff. The role includes monitoring alarms and providing after-hours support during weekends.

Applicants should have a High School diploma and experience in call centers or customer service. Strong communication, multitasking and tech skills are essential for success in a fast-paced environment.

Qualifications

• High School diploma required.
• Experience in telephone operations, Call Center, customer service or related environment.
• Ability to multitask in a fast pace environment.
• Proficient working with technology and possess a problem solving aptitude.

Responsibilities

• Answer incoming calls to all hospital switches board and determine the appropriate resolution.
• Forward calls, contact requested physicians and staff, and communicate messages.
• Monitor alarm systems and notify outside agencies as needed per policies.
• Provide after-hours and weekend answering service and perform duties under the Manager, Call Center.

Skills

Call Center

Customer service

Multitasking

Communication

Problem solving

Phone system

Data entry

Education

High School diploma

Tools

Call center software

Job description

Installs, maintains, and troubleshoots telephone, voicemail, and communication systems to ensure reliable and efficient operation across the organization. Monitors network performance, resolves technical issues, and coordinates with vendors for system upgrades and repairs. In a hospital or health system environment, this role supports critical communication infrastructure to ensure seamless connectivity for clinical and administrative operations.

Shift 1:00pm - 9:30pm with every other weekend rotation

Switchboard Operators are responsible for answering incoming calls to all 5 hospital and determining the appropriate resolution. The Operator responds to all internal and external switchboard calls in a timely, courteous and positive manner; forward calls appropriately, contacts requested physicians and staff and communicates messages; responsible for monitoring a variety of alarm systems; notifies outside public agencies of messages, alarms, codes, emergencies as per policies/procedures; provides answering service to a variety of agencies after hours and on weekends; completes all other duties under the direction of the Manager, Call Center.

Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values.

EDUCATION

• High School diploma required.

EXPERIENCE

• Experience in telephone operations, communications, Call Center, customer service or related environment required. Ability to multitask in a fast pace environment. Proficient working with technology and possess a problem solving aptitude.

Other Knowledge/Skills/Abilities:

• Exceptional customer service, active listening, and verbal and written communication skills, professional demeanor.
• Knowledge of all tasks performed in the Call Center necessary to provide optimum internal and external customer satisfaction and provide the opportunity for one call resolution.
• Demonstrates superior patient relations and interpersonal skills; Requires ability to work with diverse people and deal effectively with angry and/or upset customers
• Working knowledge of computers is required, with the ability to enter and retrieve data, and electronically notate 1 call software, and other required applications/systems. Must be able to use a multi-function phone system.
• Must demonstrate detail orientation, critical thinking, and problem solving ability. Process calls according to given situation.
• Must demonstrate excellent oral and written communication and customer service skills, with ability to maintain a calm and professional demeanor in high stress situations.
• Demonstrated ability to remain flexible, and consistently exercise sound judgment and initiative in very stressful situations.
• Ability to effectively manage competing priorities and work independently in a rapidly changing environment.