Telephone Operator

UPMC; Cumberland, Northern (MD, KY); Hybrid; USD 32,000 - 40,000; Full time

Job summary

UPMC Western Maryland Telecommunication is seeking a full-time Telephone Operator to work mostly evening shifts, including rotating weekends and holidays. This role suits someone with a customer service background and basic computer experience, with prior secretarial or call center work being a plus.

Under supervision, you will be the primary contact for the public and hospital departments in routine and emergency situations, handling multiple lines, ensuring accuracy, and facilitating efficient

Qualifications

• Experience in customer service or call center environments preferred.
• Experience with computers is beneficial.
• Prior secretarial work or call center exposure is a plus.

Responsibilities

• Train new operators when needed.
• Perform system data entry upon request.
• Assist multiple answering service clients using established protocols.
• Process emergency codes or STAT pages as required.
• Initiate voice pages when necessary.
• Provide physician on-call information to requesting individuals.
• Use prescribed phrasing when answering calls.
• Provide dialing instructions to patients and handle multi-line calls.
• Assess callers’ needs and transfer calls accordingly.
• Provide status updates on pages and requests.

Skills

Customer service

Call center exp

Computer skills

Tools

Phone system

Job description

UPMC Western Maryland Telecommunication is looking for a full time Telephone Operator! This role will work mostly evening shifts, including rotating weekend and holiday shifts. This would be a great position for someone with a customer service background and some experience working with computers. Prior secretarial work or call center experience is a big plus!

Under direct supervision, serves as the main point of contact with the public and with all hospital departments in routine as well as emergency situations.

Responsibilities:

• May train new operators.
• May be required to do system data entry on request.
• Provide service to multiple answering service clients utilizing individualized protocols.
• Process appropriate emergency code or STAT page.
• Initiate voice pages when required.
• Provide Physician on call information to requesting individuals.
• Use required phrasing at all times when answering telephone calls.
• Provide dialing instructions to patients when requested. Answer multiple lines while maintaining good customer service.
• Determine callers requirements (extension desired, information requested, etc.) and transfer call.
• Provide status report on any page in progress to the individual requesting the page.