Telephone Operator 2

utoledo.edu; Toledo (OH); Hybrid; USD 21,000 - 30,000; Full time

Job summary

The University of Toledo seeks a Telephone Operator 2 to provide information and assistance to callers for the University of Toledo Medical Center. You will route inquiries and support patients, staff, and visitors during a 11:00 PM to 7:00 AM shift.

Candidates should have a high school diploma or GED, basic medical terminology understanding, and experience with MS Office and call center software. Strong communication and calm handling of stressful calls are essential.

Qualifications

• High school diploma or GED required.
• Understanding of medical terminology strongly preferred.
• Experience with handling difficult callers calmly and professionally.
• Experience with MS Office and call center software.
• Typing speed at least 32 WPM and attention to detail.

Responsibilities

• Respond to inquiries via telephone and direct customers to internal/external resources.
• Maintain professional demeanor and provide exemplary customer service.
• Assist in resolving minor problems and ensure customer satisfaction.

Skills

Public relations

Communication skills

Typing speed 32 WPM

MS Office

Call center software

Education

High school diploma or GED

Tools

MS Office Applications

Star

Job description

Title: Telephone Operator 2

Department Org: Registration - 108820

Employee Classification: B1 - Classif'd Full Time AFSCME HSC

Bargaining Unit: AFSCME HSC

Primary Location: HSC H

Shift: 3

Start Time: 11:00PM End Time: 7:00AM

Float: Yes

Rotate: Yes

On Call: Yes

Travel: Yes

Weekend/Holiday: Yes

Under general supervision by the Supervisor, provides assistance and information to consumers, business associates, patients, attending and resident physicians, non-UTMC physicians/offices, hospital staff, and the general public in response to requests and inquiries received by telephone. Directs customer to internal and external resources. Provides assistance in resolving minor problems and questions by providing information as necessary to assure consistent customer satisfaction. Exhibits exemplary customer service. Presents a professional demeanor at all times, includes adherence to professional dress code. Serve as an ambassador of University of Toledo in the community, demonstrating the institution's values, services and mission.

Minimum Qualifications

• High school diploma or GED required.
• Understanding of medical terminology strongly preferred.
• Acceptable level of experience in directly handling/diffusing emotion of aggravated callers and assisting such in a professional, calm manner.
• Experience with MS Office Applications and Star.
• One (1) courses or three (3) mos. experience in operating a switchboard system or automated call distribution system required. Intellidesk or other call center software applications preferred.
• Willingness to comply fully with all organizational and departmental policies and procedures.
• Minimum typing speed of 32 WPM.
• Knowledge of commonly-used training concepts, practices, and procedures required.
• Maintain a positive and professional demeanor at all times.
• Flexibility to attend seminars and other educational training forums at other locations.

Communication and other required skills

• Communicate effectively both verbally and in writing.
• Excellent public relations skills.
• Satisfactory participation in an acceptable, formal customer service training program within six months of hire.
• Computer keyboard & data entry experience.
• Ability to handle sensitive inquiries and contacts.
• Ability to learn TDY/TDD phone line.
• Ability to self-empower; to make decisions to assist callers with healthcare and other needs as they relate to the University of Toledo Medical Center.
• Ability to deal with stressful emergency situations.

Conditions of Employment

To promote the highest levels of health and well-being, the University of Toledo campuses are tobacco-free. Pre-employment health screening requirements for the University of Toledo Health Science Campus Medical Center will include drug and other required health screenings for the position.

Equal Employment Opportunity Statement

The University of Toledo is an equal opportunity employer. The University of Toledo does not discriminate in employment, educational programs, or activities on the basis of race, color, religion, sex, age, ancestry, national origin, sexual orientation, gender identity and expression, military or veteran status, disability, familial status, or political affiliation.

The University is dedicated to attracting and retaining the best and brightest talent and fostering a culture of respect.

Computer access is available at most public libraries and at the Office of Human Resources located in the Center for Administrative Support on the UToledo Main Campus.

If you require accommodation to complete this application, or for testing or interviewing, please contact HR Compliance at [e-mail] or 419-530-4747 between the hours of 8:30 a.m. and 5 p.m. or apply online for an accommodation request.