Telephone Operator

Greater Baltimore Medical Center (GBMC); Baltimore (MD); On-site; USD 24,000 - 33,000; Full time

Job summary

Greater Baltimore Medical Center (GBMC) is seeking a dedicated customer service associate to answer, screen, and route calls under direct supervision. The role supports after-hours physician practices, handles paging for on-call providers, and ensures alerts reach the appropriate teams.

The position requires a high school diploma and one year of healthcare-adjacent customer service experience. Candidate will monitor alarms, process clinical codes, and maintain accurate records across various

Qualifications

• High school diploma or equivalent.
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• One year of customer service experience, preferably in health care.
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• Strong oral and written communication skills.
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• Ability to handle emergencies calmly and efficiently.

Responsibilities

• Acknowledges and processes calls quickly and efficiently.
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• Operates hospital paging systems and handles translation changes.
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• Executes emergency procedures and reports necessary repairs.
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• Provides information to hospital personnel.
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• Maintains records and logs for traffic and unusual events.
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• Answers Help Desk calls after hours and opens tickets.
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• Resets Meditech passwords and pages MIS on-call personnel.

Skills

Oral communication

Written communication

Emergency handling

Work under pressure

Tact and diplomacy

Education

High school diploma or equivalent

Job description

Under direct supervision, is responsible for the answering, screening, and routing of all incoming, outgoing, and interoffice calls. Receives and processes clinical codes and hospital emergencies by notifying appropriate personnel, following established protocols and procedures. Answers after-hours calls for physician practices, paging on call providers as necessary. Receives concerns regarding pager and telephone equipment failures and notifies proper departments for resolution. Monitors alarms for maintenance and facilities.

Education:

High school diploma or equivalent

Licensures/Certifications:

N/A

Experience:

One-year experience in a customer service position, preferably in health care

Skills:

• Skill in oral and written communication.
• Ability to handle emergency situations in a calm and efficient manner.
• Ability to work under pressure with frequent interruptions.
• Ability to exercise tact and diplomacy.

Principal Duties and Responsibilities:

• Acknowledges and processes calls quickly and efficiently.
• Operates Hospital paging systems and executes translation changes.
• Executes emergency procedures, evaluates repair problems, determines appropriate actions and reports if necessary.
• Provides pertinent information to various personnel within the Hospital.
• Monitors and controls various station user features.
• Maintains accurate information in numerous forms, such as reference material, directory listings, equipment and communications logs, and patient telephone service records.
• Maintains various records pertaining to traffic and unusual happenings.
• Answers Help Desk Calls after hours
• Opens Helpdesk tickets
• Pages MIS On call Person
• Resets Meditech passwords

All roles must demonstrate GBMC Values:

Respect

I will treat everyone with courtesy. I will foster a healing environment.

• Treats others with fairness, kindness, and respect for personal dignity and privacy
• Listens and responds appropriately to others' needs, feelings, and capabilities

Excellence

I will strive for superior performance in every aspect of my work. I will recognize and celebrate the accomplishments of others.

• Meets and/or exceeds customer expectations
• Actively pursues learning and self-development
• Pays attention to detail; follows through

Accountability

I will be professional in the way I act, look and speak. I will take ownership to solve problems.

• Sets a positive, professional example for others
• Takes ownership of problems and does what is needed to solve them
• Appropriately plans and utilizes required resources for various job duties
• Reports to work regularly and on time

Teamwork

I will be engaged and collaborative. I will keep people informed.

• Works cooperatively and collaboratively with others for the success of the team
• Addresses and resolves conflict in a positive way
• Seeks out the ideas of others to reach the best solutions
• Acknowledges and celebrates the contribution of others

Ethical Behavior

I will always act with honesty and integrity. I will protect the patient.

• Demonstrates honesty, integrity and good judgment
• Respects the cultural, psychosocial, and spiritual needs of patients/families/coworkers

Results

I will set goals and measure outcomes that support organizational goals. I will give and accept help to achieve goals.

• Embraces change and improvement in the work environment
• Continuously seeks to improve the quality of products/services
• Displays flexibility in dealing with new situations or obstacles
• Achieves results on time by focusing on priorities and manages time efficiently

Pay Range

$17.24 - $23.91

Final salary offer will be based on the candidate's qualifications, education, experience and alignment with our organizational needs.

Equal Employment Opportunity

GBMC HealthCare and its affiliates are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.