Telephone Operator

UPMC; Washington (Washington County); On-site; USD 30,000 - 45,000; Full time

Job summary

Join UPMC as a Telephone Operator, the first point of contact delivering compassionate care and support. You'll manage calls, respond to emergencies, and ensure accurate information delivery while providing exceptional customer service across rotating shifts.

Qualifications

• Ability to handle multiple calls while providing excellent customer service.
• Experience in a fast-paced environment where efficiency is key.
• Strong communication skills for clear and effective patient interaction.

Responsibilities

• Manage calls for multiple answering service clients with customized protocols.
• Respond promptly to emergency codes or STAT page requests.
• Train and mentor new telephone operators as needed.

Skills

Customer Service

Efficiency

Empathy

Professionalism

Job description

Purpose:

Join our hospital team as a Telephone Operator, where your voice will be the first point of contact in delivering compassionate care and critical support. In this fast-paced role, you'll play a vital part in connecting patients, families, and medical staff with efficiency, empathy, and professionalism—making a meaningful difference every day.

Responsibilities:

• Train and mentor new telephone operators as needed.
• Perform system data entry tasks upon request to support operational needs.
• Manage calls for multiple answering service clients, following customized protocols for each.
• Respond promptly to emergency codes or STAT page requests with accuracy and urgency.
• Initiate voice paging communications when required by hospital staff or procedures.
• Provide accurate on-call physician information to authorized individuals.
• Use standardized, required phrasing consistently when answering and handling calls.
• Offer dialing assistance and instructions to patients upon request.
• Handle multiple incoming lines simultaneously while maintaining excellent customer service.
• Assess caller needs and efficiently transfer calls or provide requested information, including updates on active pages

Shifts: This position with work Sunday-Saturday with rotating days and shifts. The rotating shifts are 8am-4pm, 10am-6pm, 4pm to 12am, 12am-8am. May need to work occasional holidays. Position is subject to different shifts/days based on hospital needs.