Telephone Operator- afternoon

UPMC; Pittsburgh (Allegheny County); On-site; USD 32,000 - 40,000; Full time

Job summary

UPMC is seeking a Call Center Operator to serve as the main contact with the public and with all hospital departments in routine and emergency situations. You will handle inquiries, route calls, and ensure accurate information is conveyed with a professional, courteous approach.

Responsibilities include training new operators, performing data entry on request, supporting multiple answering service clients with individualized protocols, processing emergency codes or STAT pages, initiating voice

Qualifications

• High school graduate or equivalent.
• 1 year of experience answering and processing calls through automated phone system or 1 year of customer service experience.

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.

Skills

Customer service

Phone etiquette

Multiline phone system

Education

High school diploma or equivalent

Tools

Automated phone system

Job description

Purpose:

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.

Purpose:

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.

High school graduate or equivalent. 1 year of experience answering and processing calls through automated phone system or 1 year of customer service experience. Must be able to work all shifts, 7 days a week. Ability to interpret procedure manuals (i.e., fire, trouble, disaster, etc.).

Licensure, Certifications, and Clearances:

• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran