Telephone Operator

1029 Lehigh Valley Hospital - Pocono; Pocono Township (PA); On-site; USD 22,000 - 30,000; Full time

Benefits offered by this job

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Job summary

Lehigh Valley Health Network in Pennsylvania is seeking a Telecommunications Specialist for the night shift at Lehigh Valley Hospital—Pocono. The role handles incoming and emergency calls, transfers calls, and performs administrative duties to support hospital operations.

Responsibilities include providing caller information, accessing the EMR to retrieve room and discharge data, and coordinating with on-call staff. Strong customer service and communication skills are essential.

Qualifications

• High School Diploma or GED required.
• 1 year of customer service experience preferred.
• Excellent written and verbal communication skills.
• Ability to maintain effective interpersonal relationships and handle multiple priorities.

Responsibilities

• Answers all calls courteously and professionally.
• Provides general information to callers about physician offices, area codes, and hospital listings.
• Uses the LVHN EMR system to retrieve patient room numbers, phone numbers, and discharge dates.
• Screens critical calls and does not announce patient information when appropriate.
• Contacts providers according to on-call schedules and updates as needed.
• Assists in troubleshooting and maintenance of internal communication systems.
• Updates physician and office information as required.
• Directs calls to the appropriate staff or voicemail and relays critical alerts.
• Places international and long-distance calls for staff and patients.

Skills

Customer service

Interpersonal relationships

Written and verbal communication

Multitasking

Education

High School Diploma/GED

Job description

Imagine a career at one of the nation's most advanced health networks. Be part of an exceptional health care experience. Join the inspired, passionate team at Lehigh Valley Health Network, a nationally recognized, forward-thinking organization offering plenty of opportunity to do great work. LVHN has been ranked among the \"Best Hospitals\" by U.S. News & World Report for 23 consecutive years. We\'re a Magnet(tm) Hospital, having been honored five times with the American Nurses Credentialing Center\'s prestigious distinction for nursing excellence and quality patient outcomes in our Lehigh Valley region. Finally, Lehigh Valley Hospital - Cedar Crest, Lehigh Valley Hospital - Muhlenberg, Lehigh Valley Hospital- Hazleton, and Lehigh Valley Hospital - Pocono each received an 'A' grade on the Hospital Safety Grade from The Leapfrog Group in 2020, the highest grade in patient safety. These recognitions highlight LVHN\'s commitment to teamwork, compassion, and technology with an unrelenting focus on delivering the best health care possible every day. Whether you\'re considering your next career move or your first, you should consider Lehigh Valley Health Network.

Summary

Provides incoming call handling for hospital sites and emergency lines. Responsible for answering incoming calls, transferring calls appropriately, and administrative duties. Issues critical alerts and codes based on requests from clinical and operational departments.

Job Duties

• Answers all calls in a courteous and professional manner.
• Provides general information to callers concerning physician office telephone numbers, area codes and hospital listings.
• Utilizes LVHN\’s current EMR system to provide callers information regarding patients\’ room numbers, telephone numbers and discharge dates.
• Screens critical care and do not announce patient phone calls for LVHN.
• Contacts providers according to daily on call schedules and makes immediate changes as necessary.
• Assists in the troubleshooting, testing, maintenance, and design of internal communication systems.
• Updates physician and physician office information on an as needed basis.
• Determines the purpose of caller and forwards the incoming calls to the appropriate staff member or voice mailbox.
• Alerts and directs staff to critical situations such as Codes and Alerts according to each distinct procedure.
• Places and documents international and long distance calls for colleagues and patients.

Minimum Qualifications

• High School Diploma/GED
• 1 year customer service experience
• Ability to maintain effective interpersonal relationships.
• Excellent communication skills both written and verbal.
• Strong customer service orientation.
• Effectively deals with multiple and changing priorities.

Physical Demands

Lift and carry 7 lbs., continuous sitting >67%, frequent keyboard use/repetitive motion, frequent fine motor activity/wrist position deviation.

Job Description Disclaimer:

This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require.

Equal Opportunity Employer Statement

Lehigh Valley Health Network is an equal opportunity employer. In accordance with, and where applicable, in addition to federal, state and local employment regulations, Lehigh Valley Health Network will provide employment opportunities to all persons without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability or other such protected classes as may be defined by law. All personnel actions and programs will adhere to this policy. Personnel actions and programs include, but are not limited to recruitment, selection, hiring, transfers, promotions, terminations, compensation, benefits, educational programs and/or social activities.

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Agency Policy

Lehigh Valley Health Network does not accept unsolicited agency resumes. Agencies should not forward resumes to our job aliases, our employees or any other organization location. Lehigh Valley Health Network is not responsible for any agency fees related to unsolicited resumes.

Work shift & location details

Work Shift: Night Shift Address: 206 E Brown St Primary Location: Lehigh Valley Hospital- Pocono Position Type: Onsite Union: LVH-P SEIU Work Schedule: 11P-7A Department: 1029-00199 Telecommunications

About LVHN

Lehigh Valley Health Network (LVHN) is the region\’s largest employer and health care provider of choice. Our nearly 20,000 health care professionals take pride in what they do and are driven by our mission to heal, comfort and care for the people of our community.

LVHN is honored to be certified as a Great Place to Work®.

LVHN\’s culture of trust – and the positive things colleagues said about working at LVHN when surveyed by Great Place to Work and Fortune – align perfectly with what makes a great workplace.

This designation tells you that LVHN is a great place to work from hire to retire.

If you are someone who aligns with LVHN\'s core values – Compassion, Integrity, Collaboration and Excellence – you will have a rewarding and successful career here.